Project Red Light is an invaluable resource for any business leader who wants to build a high performance team. Author Mark Bitner brings to life an improvement initiative that focuses on the repetitive cycle of "experiences" and "decisions" that teams are confronted with when delivering a service to a customer. In clear and understandable language, Bitner explains how a leader can implement a systematic approach to improving employee performance, business processes, and ultimately the service provided to the customer. Project Red Light covers a diverse field of topics, including: Making continuous improvement a way of life for the team Implementing a system where employees have the opportunity to rate and provide input on their service experiences Improving team confidence, collaboration and contribution Offering employees real empowerment opportunities Partnering and coaching employees on project improvement fundamentals Learning how to get employees interested and vested into the business they serve Strengthening the employee relationship Establishing Esprit de Corps Project Red Light is a useful resource for those leaders who want to get their employees on the same level so a common vision and objectives can be understood, agreed to and accomplished collectively. "Confidence creates high performers. High performers achieve excellence."