| 1. | http://www.toyotageorgetown.com/qualdex.asp. |
| 2. | http://www.time.com/time/asia/asia/magazine/1999/990823/toyoda1.html. |
| 3. | Noel M. Tichy and Stratford Sherman, Control Your Destiny or Someone Else Will (New York: HarperBusiness, 2001), p. 303. |
| 4. | Letter to share owners, GE 1997 Annual Report. |
| 5. | Op cit Tichy and Sherman, p. 307. |
| 6. | Ibid. |
| 7. | Letter to share owners, GE 1996 Annual Report. |
| 8. | Ibid. |
| 9. | Letter to share owners, GE 1991 Annual Report. |
| 10. | Letter to share owners, GE 1995 Annual Report. |
| 11. | http://www.geinsurancesolutions.com/erccorporate/theinstitute/pc/cust_cap.htm. |
| 12. | Op cit Tichy and Sherman, p. 341. |
| 13. | Op cit Tichy and Sherman, p. 336. |
| 14. | Letter to share owners, GE 2004 Annual Report. |
| 15. | Frank W. Davis and Karl B. Manrodt, Customer-Responsive Management (Cambridge, MA: Blackwell, 1996), pp. 143167. |