Download or read book World Class IT written by Peter A. High and published by John Wiley & Sons. This book was released on 2009-10-27 with total page 192 pages. Available in PDF, EPUB and Kindle. Book excerpt: World Class IT Technology is all around us. It is so pervasive in our daily lives that we may not even recognize when we interact with it. Despite this fact, many companies have yet to leverage information technology as a strategic weapon. What then is an information technology executive to do in order to raise the prominence of his or her department? In World Class IT, recognized expert in IT strategy Peter High reveals the essential principles IT executives must follow and the order in which they should follow them whether they are at the helm of a high-performing department or one in need of great improvement. Principle 1: Recruit, train, and retain World Class IT people Principle 2: Build and maintain a robust IT infrastructure Principle 3: Manage projects and portfolios effectively Principle 4: Ensure partnerships within the IT department and with the business Principle 5: Develop a collaborative relationship with external partners The principles and associated subprinciples and metrics introduced in World Class IT have been used by IT and business executives alike at many Global 1000 companies to monitor and improve IT's performance. Those principles pertain as much to the leaders of IT as they do to those striving to emulate them.

Download or read book What s the Secret written by John R. DiJulius, III and published by John Wiley & Sons. This book was released on 2011-01-07 with total page 337 pages. Available in PDF, EPUB and Kindle. Book excerpt: What's the Secret? gives you an inside look at the world-class customer service strategies of some of today's best companies. You'll learn how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world-class customer service on a consistent basis- and how your company can too. Packed with insider knowledge and a wealth of proven best practices, author John DiJulius will show you how your company can emulate the world's best customer service providers.

Download or read book Lead with Your Customer written by Mark David Jones and published by ASTD. This book was released on 2010 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Business.

Download or read book What s Your Digital Business Model written by Peter Weill and published by Harvard Business Press. This book was released on 2018-04-17 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: Digital transformation is not about technology--it's about change. In the rapidly changing digital economy, you can't succeed by merely tweaking management practices that led to past success. And yet, while many leaders and managers recognize the threat from digital--and the potential opportunity--they lack a common language and compelling framework to help them assess it and guide them in responding. They don't know how to think about their digital business model. In this concise, practical book, MIT digital research leaders Peter Weill and Stephanie Woerner provide a powerful yet straightforward framework that has been field-tested globally with dozens of senior management teams. Based on years of study at the MIT Center for Information Systems Research (CISR), the authors find that digitization is moving companies' business models on two dimensions: from value chains to digital ecosystems, and from a fuzzy understanding of the needs of end customers to a sharper one. Looking at these dimensions in combination results in four distinct business models, each with different capabilities. The book then sets out six driving questions, in separate chapters, that help managers and executives clarify where they are currently in an increasingly digital business landscape and highlight what's needed to move toward a higher-value digital business model. Filled with straightforward self-assessments, motivating examples, and sharp financial analyses of where profits are made, this smart book will help you tackle the threats, leverage the opportunities, and create winning digital strategies.

Download or read book World Class Research and Development written by National Research Council and published by National Academies Press. This book was released on 1996-10-16 with total page 81 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Building a World Class Service Organisation written by Jochen Wirtz and published by Ws Professional. This book was released on 2017 with total page 34 pages. Available in PDF, EPUB and Kindle. Book excerpt: Preface -- Introduction -- Creating a world-class service organization -- From losers to leaders: four levels of service performance -- Moving to a higher level of performance -- Customer satisfaction and corporate performance -- Conclusion -- Summary -- Endnotes

Download or read book Implementing World Class IT Strategy written by Peter A. High and published by John Wiley & Sons. This book was released on 2014-08-21 with total page 246 pages. Available in PDF, EPUB and Kindle. Book excerpt: The actionable guide for driving organizational innovation through better IT strategy With rare insight, expert technology strategist Peter High emphasizes the acute need for IT strategy to be developed not in a vacuum, but in concert with the broader organizational strategy. This approach focuses the development of technology tools and strategies in a way that is comprehensive in nature and designed with the concept of value in mind. The role of CIO is no longer "just" to manage IT strategy—instead, the successful executive will be firmly in tune with corporate strategy and a driver of a technology strategy that is woven into overall business objectives at the enterprise and business unit levels. High makes use of case examples from leading companies to illustrate the various ways that IT infrastructure strategy can be developed, not just to fall in line with business strategy, but to actually drive that strategy in a meaningful way. His ideas are designed to provide real, actionable steps for CIOs that both increase the executive's value to the organization and unite business and IT in a manner that produces highly-successful outcomes. Formulate clearer and better IT strategic plans Weave IT strategy into business strategy at the corporate and business unit levels Craft an infrastructure that aligns with C-suite strategy Close the gap that exists between IT leaders and business leaders While function, innovation, and design remain key elements to the development and management of IT infrastructure and operations, CIOs must now think beyond their primary purview and recognize the value their strategies and initiatives will create for the organization. With Implementing World Class IT Strategy, the roadmap to strategic IT excellence awaits.

Download or read book Built to Win written by Lawrence Susskind and published by Harvard Business Press. This book was released on 2009-05-05 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: Companies that consistently negotiate more valuable agreements?in ways that protect key relationships?enjoy an important but often overlooked competitive advantage. Until now, most companies have sought to improve their negotiation outcomes by sending individuals to training workshops. But this new groundbreaking book, using real-world examples from leading companies, shows a more powerful and less expensive way to achieve this. In Built to Win, authors Susskind and Movius argue that negotiation must be a strategic core competency. Drawing on their decades of training and consulting work, as well as a robust theory of negotiation, the authors provide a step-by-step model for building organizational competence. They show why the approach of ?training and more training? is a weak strategy. The authors also describe the organizational barriers that so often plague even experienced negotiators, and recommend ways of overcoming them. Built to Win explains the crucial role that leaders must play in setting goals, aligning incentives, pinpointing metrics, and supporting learning platforms to promote long-term success. A final chapter provides practical ?how-to? tools to help you start your own organizational improvement process. This book will be invaluable to CEOs, senior-level managers, HR business leaders, human resource professionals, sales and purchasing managers, and others who negotiate regularly.

Download or read book Best Practices in Customer Service written by John A. Woods and published by AMACOM Div American Mgmt Assn. This book was released on 1999 with total page 436 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Building a World Class Civil Service for Twenty First Century India written by S.K. Das and published by Oxford University Press. This book was released on 2010-09-27 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: Today, India is one of the leading players on the global stage. It is competing with other countries not just in the marketplace but also in respect of its governance structures. This book underscores the need for creating a modern civil service, which epitomizes best practices overseas and in the private sector, and exemplifies contemporary management philosophy, and techniques. Using a comparative approach, S.K. Das identifies a range of initiatives that will serve to transform the civil service into a world-class organization, compatible with strategic, economic, and technological requirements of the twenty-first century. Based on the reform experiences of Australia, New Zealand, Sweden, and the UK, these initiatives have been carefully modulated to suit India's requirements. Underlining the challenges involved in reforming the bureaucracy, the author also discusses the legislative, administrative, and procedural changes necessary to build a high-performing civil service.

Download or read book Becoming the Best written by Harry M. Jansen Kraemer, Jr. and published by John Wiley & Sons. This book was released on 2015-02-11 with total page 231 pages. Available in PDF, EPUB and Kindle. Book excerpt: What does it mean in practice to be a values-based leader? When faced with real situations, how can you be your best self and create best teams—while also being a best partner with customers and vendors, a best investment for your stakeholders, and a best citizen making a difference in the world? It's a tall order, but these are the expectations for world-class organizations today. In his bestselling book From Values to Action, Harry Kraemer showed how self-reflection, balance, true self-confidence, and genuine humility are the traits of today's most effective leaders. In Becoming the Best, his highly anticipated follow-up, Kraemer reveals how, in practical terms, anyone can apply these principles to become a values-based leader and to help create values-based organizations. Drawing on his own experiences as the former CEO and chairman of Baxter International, as well as those of other notable leaders and organizations, Kraemer lays out a pathway for understanding the principles and putting them into practice, showing specifically, how to: Use self-reflection to become your "best self" as you lead yourself and others more effectively Create a "best team" that understands and appreciates what they're doing, and why Forge "best partnerships" through win/win collaboration with vendors and customers that enhance the end user's experience Support the mission, vision, and values of the organization to generate returns that distinguish a "best investment" Make a difference in the world beyond the organization by becoming a "best citizen" Powerful case studies from Campbell's Soup, Ernst & Young, Target, Northern Trust, and many others demonstrate the four principles of values-based leadership in action and show how thinking beyond the corporation can trigger positive outcomes for both the company and the world. Regardless of level or job title, individuals can make a difference in their organization and beyond by embodying the essential traits of a great leader. Becoming the Best offers a definitive, actionable guide to show anyone how to apply in practice the principles of values-based leadership personally and professionally, making it an indispensable manual for the new wave of better leaders. All of Harry’s proceeds from the book sales are donated to the One Acre Fund in Africa.

Download or read book Call Center Rocket Science written by Randy Rubingh and published by Createspace Independent Pub. This book was released on 2013-03-20 with total page 206 pages. Available in PDF, EPUB and Kindle. Book excerpt: "I once heard it said that running a call center is not rocket science. While you may not need the skills and education of an aerospace engineer, successful call center management does require certain skills and insight."-RANDY RUBINGH Call Center Rocket Science gives practical, hands on advice for today's customer service professionals. Here you will find real world advice on a wide variety of topics essential to effective call center management including: Recruiting and Hiring: How to find great agents, what to look for in a candidate, how to weed out applicants that may not be a good fit, closing the best candidates. Training: How to develop an effective new hire training course that prepares reps to take successfully take calls starting their first day on the floor. Effective Role playing strategies to increase effectiveness of training. Management: Creating a world class culture to motivate and retain your staff. How to look at and understand call center statistics. Call Center Operations: How to handle the day to day activity of a call center, and manage the business without constantly fighting fires. Outsourcing: For outsourcers- tips on how to make your client satisfied and give you more business. For those who outsource there are tips on how to get below the surface to truly understanding the level of service being provided by your service provider. Overall 110 tips that most centers can implement right away and receive immediate benefit of improved operations, and higher levels of employee and customer satisfaction.

Download or read book Building a World Class NHS written by I. Smith and published by Springer. This book was released on 2007-11-06 with total page 221 pages. Available in PDF, EPUB and Kindle. Book excerpt: The author of this book believes passionately in the National Health Service and through his work offers the government recommendations for how its reform process can be saved from failure. The NHS will only survive and be true to its founding principles if the reform programme is driven forward - and if the book's recommendations are implemented.

Download or read book The Making of a World Class Organization written by E. David Spong and published by Quality Press. This book was released on 2008-05-21 with total page 96 pages. Available in PDF, EPUB and Kindle. Book excerpt: Using a unique blend of stories, tips, charts, and tables that can be adapted to any organization, this book shares the stories, wisdom, and “silver bullets” gained by two divisions of the Boeing Corporation as they won the Malcolm Baldrige Quality Award. The “silver bullets” are the kernels of management wisdom that set this book apart and provide the simple insights that anyone can adopt. This book uses a systems perspective to provide solutions that will inspire leaders to champion such approaches, while also providing tried and true details and “how-to” applications to the in-house practitioners and consultants.Whether you are looking for tools and techniques to make your organization and processes more effective, or you are starting from scratch, this book provides you with a set of proven approaches to achieving excellence. The insights into excellence and the Baldrige journey that Spong and Collard have mastered have allowed their organizations to celebrate with great processes, loyal customers, engaged employees, high quality products and services, and significant profitability. COMMENTS FROM OTHER CUSTOMERS Average Customer Rating: (5 of 5 based on 1 review) "David Spong is a hero from among the quality gurus of our time...and more than expounding on successful principles, he has practiced them and achieved the highest level of success with them. His and Ms. Collard's book describes their journey, highlights the key criteria and issues they had to address, and provides excellent insight into the 'behind the scenes' debates and agreements that occurred to lead Boeing to demonstrate their absolute and unwavering dedication to the Baldrige framework to start their journey before and continue their journey beyond winning the National Quality Award for manufacturing (1998) and service (2003)." A reader in Warwick, Rhode Island

Download or read book Uplifting Service written by Ron Kaufman and published by . This book was released on 2012 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Kaufman takes you on a journey into the new world of service. Learn how the world's leading companies have changed the game, and how you can successfully follow this path to an uplifting service transformation.

Download or read book The No Asshole Rule written by Robert I. Sutton and published by Business Plus. This book was released on 2007-02-22 with total page 166 pages. Available in PDF, EPUB and Kindle. Book excerpt: The definitive guide to working with -- and surviving -- bullies, creeps, jerks, tyrants, tormentors, despots, backstabbers, egomaniacs, and all the other assholes who do their best to destroy you at work. "What an asshole!" How many times have you said that about someone at work? You're not alone! In this groundbreaking book, Stanford University professor Robert I. Sutton builds on his acclaimed Harvard Business Review article to show you the best ways to deal with assholes...and why they can be so destructive to your company. Practical, compassionate, and in places downright funny, this guide offers: Strategies on how to pinpoint and eliminate negative influences for good Illuminating case histories from major organizations A self-diagnostic test and a program to identify and keep your own "inner jerk" from coming out The No Asshole Rule is a New York Times, Wall Street Journal, USA Today and Business Week bestseller.

Download or read book Superior Customer Value in the New Economy written by Simon Ang and published by CRC Press. This book was released on 2004-05-27 with total page 406 pages. Available in PDF, EPUB and Kindle. Book excerpt: Great companies consistently meet and exceed customer desires. Superior Customer Value in the New Economy: Concepts and Cases, Second Edition offers a blueprint for responding effectively to customer demands and for creating the benchmarks common to world-class service companies. The Second Edition elaborates on the latest perspectives of the busin