Download or read book The Service Profit Chain written by James L. Heskett and published by Simon and Schuster. This book was released on 1997-04-10 with total page 345 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.

Download or read book People Over Profit written by Dale Partridge and published by HarperCollins Leadership. This book was released on 2015-05-05 with total page 238 pages. Available in PDF, EPUB and Kindle. Book excerpt: Serial entrepreneur and business visionary Dale Partridge reveals seven core beliefs that create success by putting people first. Every day major headlines tell the story of a new and better American marketplace. Established corporations have begun reevaluating the quality of their products, the ethics of their supply chain, and how they can give back by donating a portion of their profit to meaningful causes. Meanwhile, millions of entrepreneurs who want a more responsible and compassionate marketplace have launched a new breed of socially focused business models. Sevenly founder Dale Partridge uncovers the seven core beliefs shared by consumers, starters, and leaders behind this transformation. These beliefs have enabled Dale to build a multimillion-dollar company that is revolutionizing the marketplace In People Over Profit, Partridge will help you realize: People matter Truth wins Transparency frees Authenticity attracts Quality speaks Generosity returns Courage sustains Partridge believes these beliefs are the secret to creating a sustainable world that values honesty over deception, transparency over secrecy, authenticity over hype, and ultimately, people over profit.

Download or read book People Above Profit written by Dustyn Baulkham and published by FriesenPress. This book was released on 2017-03-05 with total page 75 pages. Available in PDF, EPUB and Kindle. Book excerpt: It’s not difficult to know the difference between a positive and negative work environment. It’s also not hard to identify what separates a manager from a leader. You cannot see these distinctions in the product a workplace may produce, but you can see it in the faces of those individuals behind the product. Their labour can wear on them, breaking their backs under duress, or it can hold them up like a pedestal where they are proud and energized by the space they are a part of. Understanding the differences in what defines a work environment is not an arduous task, carrying out the actions necessary to create that positive workplace is - and it can be a balancing act of genuine nurturing and outgoing gestures of leadership. People Above Profit examines the direct correlation between success and a positive work environment. In his book, Dustyn Baulkham shows how the beating heart of a company is its employees, and the stronger and more lively that heart beats the better the product of its labour. He shows us real world examples of companies that have fostered genuine care in their employees and how that can translate into a better customer experience, growing the brand as a result. Dustyn tells us of stories involving managers who treat their employees without trust or compassion and how only focusing on the bottom line alienates those integral pieces of a company and can damage the production of a better product or service. The limitless aspiration of making one’s being better is the lifeblood that distinguishes Dustyn’s vision from the crowd. Understanding that one can never achieve their “best,” he believes that people are always capable of their better being. In order to attain their better being they need inspiration from leadership and a nurturing, caring environment to create roots in and grow stronger with their colleagues around them.

Download or read book Introduction to Business written by Lawrence J. Gitman and published by . This book was released on 2024-09-16 with total page 1455 pages. Available in PDF, EPUB and Kindle. Book excerpt: Introduction to Business covers the scope and sequence of most introductory business courses. The book provides detailed explanations in the context of core themes such as customer satisfaction, ethics, entrepreneurship, global business, and managing change. Introduction to Business includes hundreds of current business examples from a range of industries and geographic locations, which feature a variety of individuals. The outcome is a balanced approach to the theory and application of business concepts, with attention to the knowledge and skills necessary for student success in this course and beyond. This is an adaptation of Introduction to Business by OpenStax. You can access the textbook as pdf for free at openstax.org. Minor editorial changes were made to ensure a better ebook reading experience. Textbook content produced by OpenStax is licensed under a Creative Commons Attribution 4.0 International License.

Download or read book Profit First written by Mike Michalowicz and published by Penguin. This book was released on 2017-02-21 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: Author of cult classics The Pumpkin Plan and The Toilet Paper Entrepreneur offers a simple, counterintuitive cash management solution that will help small businesses break out of the doom spiral and achieve instant profitability. Conventional accounting uses the logical (albeit, flawed) formula: Sales - Expenses = Profit. The problem is, businesses are run by humans, and humans aren't always logical. Serial entrepreneur Mike Michalowicz has developed a behavioral approach to accounting to flip the formula: Sales - Profit = Expenses. Just as the most effective weight loss strategy is to limit portions by using smaller plates, Michalowicz shows that by taking profit first and apportioning only what remains for expenses, entrepreneurs will transform their businesses from cash-eating monsters to profitable cash cows. Using Michalowicz's Profit First system, readers will learn that: · Following 4 simple principles can simplify accounting and make it easier to manage a profitable business by looking at bank account balances. · A small, profitable business can be worth much more than a large business surviving on its top line. · Businesses that attain early and sustained profitability have a better shot at achieving long-term growth. With dozens of case studies, practical, step-by-step advice, and his signature sense of humor, Michalowicz has the game-changing roadmap for any entrepreneur to make money they always dreamed of.

Download or read book Purpose and Profit written by George Serafeim and published by HarperCollins Leadership. This book was released on 2022-08-09 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: Are purpose and profit in conflict, or can both be achieved simultaneously with the right mindset and tools? What are the forces that are reshaping the relationship between the two? What can we all do to strengthen the relationship between purpose and profit as entrepreneurs, managers, employees, consumers, and investors? Backed by cutting-edge research, Purpose and Profit provides answers to these fundamental questions that are increasingly defining the business landscape all around the world. Distinguished Harvard Business School Professor George Serafeim takes readers on a research-driven journey to understand: How and why environmental and social issues are becoming increasingly relevant for organizations worldwide; The ways that companies can design and implement strategies that generate greater impact; The six archetypes of value creation enabled by these new trends; The role of investors in driving greater recognition of ESG issues; and How we can all look at the choices we make and careers we pursue in a way that maximizes purpose and profit in our own lives.

Download or read book 10 Steps to Start Your Business written by Divyam Agarwal and published by PARK. This book was released on 2021-09-14 with total page 62 pages. Available in PDF, EPUB and Kindle. Book excerpt: Beginning a business includes arranging, settling on key monetary choices, and completing a series of legal activities.

Download or read book For Profit Enterprise in Health Care written by Institute of Medicine and published by National Academies Press. This book was released on 1986-01-01 with total page 580 pages. Available in PDF, EPUB and Kindle. Book excerpt: "[This book is] the most authoritative assessment of the advantages and disadvantages of recent trends toward the commercialization of health care," says Robert Pear of The New York Times. This major study by the Institute of Medicine examines virtually all aspects of for-profit health care in the United States, including the quality and availability of health care, the cost of medical care, access to financial capital, implications for education and research, and the fiduciary role of the physician. In addition to the report, the book contains 15 papers by experts in the field of for-profit health care covering a broad range of topicsâ€"from trends in the growth of major investor-owned hospital companies to the ethical issues in for-profit health care. "The report makes a lasting contribution to the health policy literature." â€"Journal of Health Politics, Policy and Law.

Download or read book Small Giants written by Bo Burlingham and published by Penguin. This book was released on 2016-10-11 with total page 305 pages. Available in PDF, EPUB and Kindle. Book excerpt: How maverick companies have passed up the growth treadmill — and focused on greatness instead. It’s an axiom of business that great companies grow their revenues and profits year after year. Yet quietly, under the radar, a small number of companies have rejected the pressure of endless growth to focus on more satisfying business goals. Goals like being great at what they do, creating a great place to work, providing great customer service, making great contributions to their communities, and finding great ways to lead their lives. In Small Giants, veteran journalist Bo Burlingham takes us deep inside fourteen remarkable companies that have chosen to march to their own drummer. They include Anchor Brewing, the original microbrewer; CitiStorage Inc., the premier independent records-storage business; Clif Bar & Co., maker of organic energy bars and other nutrition foods; Righteous Babe Records, the record company founded by singer-songwriter Ani DiFranco; Union Square Hospitality Group, the company of restaurateur Danny Meyer; and Zingerman’s Community of Businesses, including the world-famous Zingerman’s Deli of Ann Arbor. Burlingham shows how the leaders of these small giants recognized the full range of choices they had about the type of company they could create. And he shows how we can all benefit by questioning the usual definitions of business success. In his new afterward, Burlingham reflects on the similarities and learning lessons from the small giants he covers in the book.

Download or read book How to Lead a Values Based Professional Services Firm written by Don Scales and published by John Wiley & Sons. This book was released on 2020-01-29 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt: We live in a values-driven world. As times change, businesses must evolve. The way that leaders have run companies for generations is no longer relevant.Today -- Purpose wins over products. Values win over features. Stories win over pitches.Everyone everywhere craves fulfillment. You must share the reason why you exist and infuse it into everything you do, in order to thrive. Many leaders see the shift in the market and make an effort to adapt. Companies quickly learn that one-off workshops and off-sites are not enough. Purpose is more than a press release. Your vision and mission statements should live in practice as well as print, and permeate through every aspect of your organization. You must close the gap between the messages you declare and the experiences you deliver. How to Lead a Values-Based Professional Services Firm shares the vital experience and valuable insights that leaders require to evolve their organizations and navigate the values-driven world we live in. • Live your purpose to stay alive and build a faithful following of clients and team members. • Employ your authentic values as your guide through the modern market and drive profitability. • Share meaningful stories that emotionally connect with todays clientele to transform them into tomorrows brand ambassadors. 3 keys to unlock purpose and profit will enable you to turn the obstacles of the shifting market into your greatest opportunities, soar above your competitors, and grow your revenue beyond your highest projections.

Download or read book Decisions written by Pennsylvania Public Utility Commission and published by . This book was released on 1926 with total page 816 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Customer Relationship Management written by V. Kumar and published by Springer. This book was released on 2018-05-15 with total page 422 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book presents an extensive discussion of the strategic and tactical aspects of customer relationship management as we know it today. It helps readers obtain a comprehensive grasp of CRM strategy, concepts and tools and provides all the necessary steps in managing profitable customer relationships. Throughout, the book stresses a clear understanding of economic customer value as the guiding concept for marketing decisions. Exhaustive case studies, mini cases and real-world illustrations under the title “CRM at Work” all ensure that the material is both highly accessible and applicable, and help to address key managerial issues, stimulate thinking, and encourage problem solving. The book is a comprehensive and up-to-date learning companion for advanced undergraduate students, master's degree students, and executives who want a detailed and conceptually sound insight into the field of CRM. The new edition provides an updated perspective on the latest research results and incorporates the impact of the digital transformation on the CRM domain.

Download or read book Services Above Profits written by and published by . This book was released on 200? with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Selected Orders of the Public Service Commission of Wisconsin written by Public Service Commission of Wisconsin and published by . This book was released on 1989 with total page 608 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book The Christian Century written by and published by . This book was released on 1927 with total page 1560 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Survey of Current Business written by and published by . This book was released on 1947 with total page 938 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Daily Information Service written by National Coal Association and published by . This book was released on 1919 with total page 892 pages. Available in PDF, EPUB and Kindle. Book excerpt: