2. The Author  Subir Chowdhury is one of the world’s top management and quality strategist.  He is the Chairman and CEO of ASI Consulting Group, the world leaders in Quality consulting.  Subir Chowdhury's major expertise is in Six Sigma leadership and quality strategy.

3. In a nutshell  “THE ICE CREAM MAKER” is all about a ice cream manufacturing company named “DAIRY CREAM” which was headed by Mr. Malcolm Jones.  Peter Delvecchio is the plant manager of “DAIRY CREAM” which was at the closure due to its lack of sales.  Peter reaches out to his former neighbor Mike McMaster of Natural Foods, who guides Peter to enable Dairy Cream to rise from the ashes, using the LEO concept.

4. Peter Delvicchio (Pete): The Plant Manager (DAIRY CREAM) Mr. McMaster (Mike): (manager at Natural Foods) Main characters

5. Sub Characters Mr. Malcolm - Owner of the dairy cream Mr. Reggie - Sales representative Mr. Kevin & Ms. Julie - Employees of dairy cream Mrs. Jean - wife of Peter Delvicchio Mr. Glen Good well – owner natural foods Ms. Jenny - Employee of natural foods Ms. Amy - Waitress in coffee shop

6. Overview A bucket of Ice Water Learning to Listen The Secret of LEO We Don’t Need Steve Jobs Bringing It Home Striving for Perfection

7. Overview The Secret of LEO We Don’t Need Steve Jobs Bringing It Home Striving for Perfection In this chapter we discuss the challenges that we face both in our professional and personal aspects of life. This explains how we can overcome the hardest and worst problems with the help of friends, family and colleagues in our life and work. Quality should be the heart of everything we do. Excellence isn’t a task we perform to sell something. It’s a passion to help others that restores us in the process. Learning to Listen

8. Overview A Bucket of Ice Water The Secret of LEO We Don’t Need Steve Jobs Striving for Perfection Listening to others wishes is the first step to success and it shows how important their views are to us and in turn they are. Profits are the result, the by-product of great service, great quality, and great teamwork. Turn what you do everyday out of necessity into something you love to do.- Because with out passion, nothing is fun. Bringing It Home

9. Overview A Bucket of Ice Water The Secret of LEO We Don’t Need Steve Jobs Striving for Perfection Bringing It Home TYPES OF CUSTOMERS Internal  Employees and co-workers “The better you treat your employees the better they treat your customers”. External

10. Overview A Bucket of Ice Water We Don’t Need Steve Jobs Bringing It Home Striving for Perfection Quality is defined by the customer. We can get their views only by listening to them. Focus on what you do, not just the results. Satisfaction of the customers need mainly three things. 1. Basics 2. Performance 3. Excitement Learning to Listen

11. Overview A Bucket of Ice Water Bringing It Home We do not need inventors to help run our business, we need people who are enriched, and work with their eyes open and their brains working. Great companies are built on thousand great ideas. To get the best ideas, you’ve got to ask your employees. Innovators and new ideas are required for enrichment which involves everyone in the company. Learning to Listen The Secret of LEO Striving for Perfection

12. Overview A Bucket of Ice Water Learning to Listen The Secret of LEO We Don’t Need Steve Jobs Bringing It Home Perfection is a real and divisible goal, it is something we break down and try to achieve piece by piece. Team work achieves perfection. The costs of poor quality are tangible, they will cost us customers and revenue, and ultimately affects the success of our business. It is not enough to simply “do your best”. You must strive for perfection.

13. Overview A Bucket of Ice Water Learning to Listen The Secret of LEO We Don’t Need Steve Jobs Striving for Perfection This all speaks about the quality. Quality must be consistent. The real measure of quality is not how you do your best, but how you do at your worst. Quality should be in everything we do and become part and parcel of our life which results in excellence.

14. conclusion  Quality should be there in everything we do and that is place where ‘DAIRY CREAM’ lacked it.  Quality is decided by the customers and not by the employer or employees.  There is an awesome quote “if we take care of the customers they in turn take care of our business”.  Quality should be the ultimate aim for every company to retain the customers which is obtained only through perfection and nothing else.