Ron Zemke is one of today's most sought-after maangement consultants, The Service Edge is required reading for every executive and manager interested in reaping the benefits of customer care--and in getting one-up on the competition.

First, Break All the Rules: What the World's Greatest Managers Do Differently by Buckingham Marcus
Good to Great: Why Some Companies Make the Leap... and Others Don't by Collins, James
The 7 Habits of Highly Effective People by Covey, Stephen

what went wrong, what went right
in view of the 2008 financial situation, it's fascinating to look at these accounts of companies in 1989 and see which are still strong. Peters proposes five operating principles of successful companies, and discusses hospitals, airlines, manufacturing, retailing, food, automotive, etc.