Download or read book Service Breakthroughs written by James L. Heskett and published by Simon and Schuster. This book was released on 1990-09-17 with total page 307 pages. Available in PDF, EPUB and Kindle. Book excerpt: What Do Citicorp, UPS and Marriott have in common? They are "breakthrough" service providers, firms that changed the rules of the game in their respective industries by consistently meeting or exceeding customer needs and expectations. To find out how these companies do it, service management experts James Heskett, Earl Sasser, and Christopher Hart put the question to the chief executive officers of fifteen of America's leading service firms attending a workshop at the Harvard Business School. Breakthrough leaders, they discovered, think very differently about their businesses than do their competitors, in distinct and well-defined ways. Now, in Service Breakthroughs, based upon five years of exhaustive research in fourteen service industries, Heskett, Sasser, and Hart show exactly what enables one or two companies in each industry to constantly set new standards for quality and value that force competitors to adapt or fail. At the heart of breakthrough performance, the authors contend, is a sometimes intuitive but thorough understanding of the "self-reinforcing service cycle" that replaces traditional management of "trade-offs." The "cycle" is a paradigm derived from the research results suggesting direct links between heightened customer satisfaction, increased customer retention, augmented sales and profit, improved quality and productivity, greater service value per unit of cost, improved satisfaction of service providers, increased employee retention, and further heightened customer satisfaction. With detailed examples and dramatic case studies of Mark Twain Bancshares, American Airlines, Florida Power & Light, Federal Express, McDonald's and many other companies, Heskett, Sasser, and Hart show how this self-reinforcing cycle of behavior differentiates breakthrough leaders from their "merely good" competitors. The authors describe how breakthrough managers develop counterintuitive, even contrarian, strategic service visions. These companies define their "service concept" in terms of results achieved for customers rather than services performed. They target market segments by focusing on psychographics -- how customers think and behave -- instead of demographics. And instead of viewing a service delivery system as a facility where the service is producted and sold, breakthrough firms see it as an opportunity to enhance the quality of the service. These profound differences in thought and action have brought spectacular results. For managers who wish to set the pace in their service industries, Service Breakthroughs will be essential reading.
Download or read book What Great Service Leaders Know and Do written by James L. Heskett and published by Berrett-Koehler Publishers. This book was released on 2015-09-01 with total page 324 pages. Available in PDF, EPUB and Kindle. Book excerpt: Entire service businesses have been built around the ideas of Heskett, Sasser, and Schlesinger, pioneers in the world of service. Now they test their ideas against the actual experiences of successful and unsuccessful practitioners, as well as against demands of the future, in a book service leaders around the world will use as a guide for years to come. The authors cover every aspect of optimal service leadership: the best hiring, training, and workplace organization practices; the creation of operating strategies around areas such as facility design, capacity planning, queue management, and more; the use—and misuse—of technology in delivering top-level service; and practices that can transform loyal customers into “owners.” Looking ahead, the authors describe the world of great service leaders in which “both/and” thinking replaces trade-offs. It's a world in which new ideas will be tested against the sine qua non of the “service trifecta”—wins for employees, customers, and investors. And it's a world in which the best leaders admit that they don't have the answers and create organizations that learn, innovate, “sense and respond,” operate with fluid boundaries, and seek and achieve repeated strategic success. Using examples of dozens of companies in a wide variety of industries, such as Apollo Hospitals, Châteauform, Starbucks, Amazon, Disney, Progressive Insurance, the Dallas Mavericks, Whole Foods, IKEA, and many others, the authors present a narrative of remarkable successes, unnecessary failures, and future promise.
Download or read book How Breakthroughs Happen written by Andrew Hargadon and published by Harvard Business Press. This book was released on 2003 with total page 280 pages. Available in PDF, EPUB and Kindle. Book excerpt: Dispelling the myth that innovation is invention & revolution, this text argues that innovators past & present have employed a strategy of technology brokering to source, develop & exploit new ideas. It provides a clear set of recommendations for managing the innovation process in organizations.
Download or read book Repair Brokenness Breakthrough written by Francisco Martínez and published by Berghahn Books. This book was released on 2019-09-01 with total page 339 pages. Available in PDF, EPUB and Kindle. Book excerpt: Exploring some of the ways in which repair practices and perceptions of brokenness vary culturally, Repair, Brokenness, Breakthrough argues that repair is both a process and also a consequence which is sought out—an attempt to extend the life of things as well as an answer to failures, gaps, wrongdoings, and leftovers. This volume develops an open-ended combination of empirical and theoretical questions including: What does it mean to claim that something is broken? At what point is something broken repairable? What are the social relationships that take place around repair? And how much tolerance for failure do our societies have?
Download or read book Im for Service Breakthroughs written by James L. Heskett and published by . This book was released on 1991-09 with total page 100 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Breakthroughs written by P. Ranganath Nayak and published by Jossey-Bass. This book was released on 1994 with total page 428 pages. Available in PDF, EPUB and Kindle. Book excerpt: Studies individuals from fourteen companies who made worldwide commercial breakthroughs, with information on the conflicts, concepts, creativity, and climate that let a good idea break every barrier and become commonplace
Download or read book First Contact written by Marc Kaufman and published by Simon and Schuster. This book was released on 2012-03-13 with total page 226 pages. Available in PDF, EPUB and Kindle. Book excerpt: Kaufman details the incredible true story of science's search for the beginnings of life on Earth and the probability that it exists elsewhere in the universe.
Download or read book How to Avoid a Climate Disaster written by Bill Gates and published by Vintage. This book was released on 2021-02-16 with total page 201 pages. Available in PDF, EPUB and Kindle. Book excerpt: #1 NEW YORK TIMES BEST SELLER • In this urgent, authoritative book, Bill Gates sets out a wide-ranging, practical—and accessible—plan for how the world can get to zero greenhouse gas emissions in time to avoid a climate catastrophe. Bill Gates has spent a decade investigating the causes and effects of climate change. With the help of experts in the fields of physics, chemistry, biology, engineering, political science, and finance, he has focused on what must be done in order to stop the planet's slide to certain environmental disaster. In this book, he not only explains why we need to work toward net-zero emissions of greenhouse gases, but also details what we need to do to achieve this profoundly important goal. He gives us a clear-eyed description of the challenges we face. Drawing on his understanding of innovation and what it takes to get new ideas into the market, he describes the areas in which technology is already helping to reduce emissions, where and how the current technology can be made to function more effectively, where breakthrough technologies are needed, and who is working on these essential innovations. Finally, he lays out a concrete, practical plan for achieving the goal of zero emissions—suggesting not only policies that governments should adopt, but what we as individuals can do to keep our government, our employers, and ourselves accountable in this crucial enterprise. As Bill Gates makes clear, achieving zero emissions will not be simple or easy to do, but if we follow the plan he sets out here, it is a goal firmly within our reach.
Download or read book Big Little Breakthroughs written by Josh Linkner and published by Post Hill Press. This book was released on 2021-04-20 with total page 262 pages. Available in PDF, EPUB and Kindle. Book excerpt: The pressure to generate big ideas can feel overwhelming. We know that bold innovations are critical in these disruptive and competitive times, but when it comes to breakthrough thinking, we often freeze up. Instead of shooting for a $10-billion payday or a Nobel Prize, the most prolific innovators focus on Big Little Breakthroughs—small creative acts that unlock massive rewards over time. By cultivating daily micro-innovations, individuals and organizations are better equipped to tackle tough challenges and seize transformational opportunities. How did a convicted drug dealer launch and scale a massively successful fitness company? What core mindset drove LEGO to become the largest toy company in the world? How did a Pakistani couple challenge the global athletic shoe industry? What simple habits led Lady Gaga, Banksy, and Lin-Manuel Miranda to their remarkable success? Big Little Breakthroughs isn’t just for propeller-head inventors, fancy-pants CEOs, or hoodie-donning tech billionaires. Rather, it’s a surpassingly simple system to help everyday people become everyday innovators.
Download or read book Little Bets written by Peter Sims and published by Simon and Schuster. This book was released on 2011-04-19 with total page 226 pages. Available in PDF, EPUB and Kindle. Book excerpt: “An enthusiastic, example-rich argument for innovating in a particular way—by deliberately experimenting and taking small exploratory steps in novel directions. Light, bright, and packed with tidy anecdotes” (The Wall Street Journal). What do Apple CEO Steve Jobs, comedian Chris Rock, prize-winning architect Frank Gehry, and the story developers at Pixar films all have in common? Bestselling author Peter Sims found that rather than start with a big idea or plan a whole project in advance, they make a methodical series of little bets, learning critical information from lots of little failures and from small but significant wins. Reporting on a fascinating range of research, from the psychology of creative blocks to the influential field of design thinking, Sims offers engaging and illuminating accounts of breakthrough innovators at work, and a whole new way of thinking about how to navigate uncertain situations and unleash our untapped creative powers.
Download or read book Success Breakthroughs written by Nick Nanton and published by . This book was released on 2018-06-06 with total page 322 pages. Available in PDF, EPUB and Kindle. Book excerpt: There have been countless books written on Success. The word success implies a desirable outcome from someone's actions. As we know, success is the satisfaction we receive from attaining our goals. . . and most of us have different goals. The methods used to attain goals are typically multi-faceted. They could be some combination of knowledge, inventing a product or developing a service, helping a cause that is near and dear to your heart, fame and fortune, or maybe coaching and guiding others to their goals in life. Then again, your success breakthrough may be in accomplishing something totally different that will serve others in good stead. Note that in every case, success has a beginning and an end, and nothing starts without action. Thomas Edison's quotation that he had not failed, but rather found 10,000 ways that didn't work, serves to remind us that perseverance and action are two of the essential qualities needed for Success Breakthroughs. Then again, you can start with a goal in mind, but if you never finish, the unattained-goal is like yet another asteroid floating in space - matter without a home or meaning to us. The CelebrityExperts(R) in this book have enjoyed their successes and learned from their failures. They have found a path to Success Breakthroughs. With guidance from them, you can pursue your own goal while using their experiences to light the way. They have a track record and, as Tony Robbins says: ..".success leaves clues " There are no secrets to success. It is the result of preparation, hard work, and learning from failure. Colin Powell
Download or read book Breakthroughs for Success written by Edward N. Gideon Jr. and published by Xlibris Corporation. This book was released on 2012-02-13 with total page 95 pages. Available in PDF, EPUB and Kindle. Book excerpt: You are in this book. The accounts of individuals and their successes are of real, everyday people just like you. You will find a person with whom you can identify. You can learn from their accomplishments. Turn the pages, scan the stories, and find the client who was facing similar needs to yours. Follow the suggestions at the end of each chapter. Usually there is a bullet-point series of things to do. We have combined theory, research, and actual events into a presentation of steps you can take in order to achieve the success you want. This isn’t fairy dust. This is the handbook version of self-help. Here’s the deal: the implementation of everything we discuss is easy, simple, no sweat. These are the requirements: make a decision, take action, and use simple discipline. Coach Ed’s From Good to Better to Great workshop on setting goals and building plans to achieve them will put you on the road to success.
Download or read book Innovating in Healthcare written by Regina E. Herzlinger and published by Wiley. This book was released on 2023-01-25 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Create breakthrough services, products, and business models Innovating in Healthcare offers effective approaches for designing, reworking, and implementing innovative healthcare services, products, and business models. It will help anyone working in healthcare service or product development, from hospitals to startups, to question the status quo in healthcare and implement new solutions that lower costs while increasing both quality and access. Globally, healthcare faces a threefold crisis of unsustainable economics, erratic quality, and unequal access. Just in the U.S., healthcare accounted for 18% of the 2017 GDP and will likely reach nearly 20% by 2025, while hospital-induced deaths have skyrocketed, and tens of millions of people remain uninsured. This book will focus on creating the innovations in healthcare that can meet these needs. Written by the world's leading authority on healthcare innovation Includes success stories in every segment of the health care sector Presents and applies the Six Factors in the environment that critically affect healthcare innovation Guides the reader through tailoring a business plan specifically for the new business Designed for healthcare executives, providers, and degree students, Innovating in Healthcare is a comprehensive guide for maximizing the viability of a new healthcare product, service, or business.
Download or read book What Great Service Leaders Know and Do written by James L. Heskett and published by . This book was released on 2015-09 with total page 556 pages. Available in PDF, EPUB and Kindle. Book excerpt: Entire service businesses have been built around the ideas of Heskett, Sasser, and Schlesinger, pioneers in the world of service. Now they test their ideas against the actual experiences of successful and unsuccessful practitioners, as well as against demands of the future, in a book service leaders around the world will use as a guide for years to come. The authors cover every aspect of optimal service leadership: the best hiring, training, and workplace organization practices; the creation of operating strategies around areas such as facility design, capacity planning, queue management, and more; the use - and misuse - of technology in delivering top - level service; and practices that can transform loyal customers into ''owners.'' Looking ahead, the authors describe the world of great service leaders in which ''both/and'' thinking replaces trade - offs. It's a world in which new ideas will be tested against the sine qua non of the ''service trifecta'' - wins for employees, customers, and investors. And it's a world in which the best leaders admit that they don't have the answers and create organizations that learn, innovate, ''sense and respond, '' operate with fluid boundaries, and seek and achieve repeated strategic success. Using examples of dozens of companies in a wide variety of industries, such as Apollo Hospitals, Châteauform, Starbucks, Amazon, Disney, Progressive Insurance, the Dallas Mavericks, Whole Foods, IKEA, and many others, the authors present a narrative of remarkable successes, unnecessary failures, and future promise.
Download or read book Service Management Course written by Sasser and published by Simon and Schuster. This book was released on 1991 with total page 644 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Smart Technologies Breakthroughs in Research and Practice written by Management Association, Information Resources and published by IGI Global. This book was released on 2017-06-19 with total page 615 pages. Available in PDF, EPUB and Kindle. Book excerpt: Ongoing advancements in modern technology have led to significant developments with smart technologies. With the numerous applications available, it becomes imperative to conduct research and make further progress in this field. Smart Technologies: Breakthroughs in Research and Practice provides comprehensive and interdisciplinary research on the most emerging areas of information science and technology. Including innovative studies on image and speech recognition, human-computer interface, and wireless technologies, this multi-volume book is an ideal source for researchers, academicians, practitioners, and students interested in advanced technological applications and developments.
Download or read book Ten Types of Innovation written by Larry Keeley and published by John Wiley & Sons. This book was released on 2013-07-15 with total page 581 pages. Available in PDF, EPUB and Kindle. Book excerpt: Innovation principles to bring about meaningful and sustainable growth in your organization Using a list of more than 2,000 successful innovations, including Cirque du Soleil, early IBM mainframes, the Ford Model-T, and many more, the authors applied a proprietary algorithm and determined ten meaningful groupings—the Ten Types of Innovation—that provided insight into innovation. The Ten Types of Innovation explores these insights to diagnose patterns of innovation within industries, to identify innovation opportunities, and to evaluate how firms are performing against competitors. The framework has proven to be one of the most enduring and useful ways to start thinking about transformation. Details how you can use these innovation principles to bring about meaningful—and sustainable—growth within your organization Author Larry Keeley is a world renowned speaker, innovation consultant, and president and co-founder of Doblin, the innovation practice of Monitor Group; BusinessWeek named Keeley one of seven Innovation Gurus who are changing the field The Ten Types of Innovation concept has influenced thousands of executives and companies around the world since its discovery in 1998. The Ten Types of Innovation is the first book explaining how to implement it.
