Jack Fitzgerald recalls how in 2001 then General Motors Corp. Chairman Jack Smith tried to explain to him how process-based management worked, using charts, diagrams and maps. Fitzgerald felt overwhelmed, even though he’s no lightweight as the dealer principal of Kensington, MD-based Fitzgerald Auto Malls’ 12 stores and 35 franchises in three states. “I didn’t understand what Jack Smith was talking about,” he says. “He was very nice. He must have thought I was an idiot. But I had a ...

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