Download or read book The Ownership Quotient written by James L. Heskett and published by Harvard Business Press. This book was released on 2008-12-09 with total page 233 pages. Available in PDF, EPUB and Kindle. Book excerpt: Hundreds of large organizations worldwide have used the groundbreaking Service Profit Chain to improve business performance. Now The Ownership Quotient reveals the next generation of the chain: customer and employee "owners" of your business. Employee-owners exhibit such enthusiasm for their organization that they infect countless customers with similar satisfaction, loyalty, and dedication. Customer-owners are in turn so satisfied with their experience that they relate their stories to others, persuade them to try your product, and provide constructive criticism and new product ideas. As a new generation of managers has been changing the way that products and services are designed and delivered, authors Heskett, Sasser, and Wheeler have followed the evolution of this new ownership model. Case studies from companies as diverse as Harrah's Entertainment, ING Direct, Build-a-Bear Workshop, and Wegmans Food Markets bring home the central principle of engagement - and showcase ways to raise the ownership quotient among both your employees and your customers. With the authors' decades of consulting and research paving the way, you'll learn to identify your customer-owners; consistently exceed their expectations in ways they truly appreciate; and foster, measure, and grow the Ownership Quotient throughout your company. An organization that learns how to cultivate an ownership attitude creates a self-reinforcing relationship between customers and front-line employees. The lifetime value of a customer-owner can be equivalent to that of more than a hundred typical customers. And that makes the lifetime value of an employee who can promote customer ownership priceless. This powerful and practical book shows you how to add that value to your company and delight your employees, customers, and investors. Is your organization ready to make the transition to an ownership state of mind?

Download or read book The Ownership Quotient written by James L. Heskett and published by Harvard Business School Press. This book was released on 2008 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: Organizations worldwide have used a groundbreaking tool the service-profit chain to improve business performance. In The Ownership Quotient, the authors reveal the next level of thinking about the service-profit chain based on recent research into exemplar companies. Heskett, Sasser, and Wheeler extend the service-profit chain to include customer and employee "owners." Customer-owners are so satisfied with their experience that they relate their stories to others, persuade them to try a product, and provide constructive criticism and new product ideas. Employee-owners exhibit such enthusiasm for their organization that they infect customers with similar satisfaction, loyalty, and dedication. The lifetime value of a customer-owner is equivalent to that of a hundred merely typical customers. That makes the value of employees who promote customer-ownership priceless. Powerful and practical, The Ownership Quotient is your playbook for pushing performance to unprecedented levels.

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 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 288 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 Adversity Quotient written by Paul G. Stoltz and published by John Wiley & Sons. This book was released on 1999-05-25 with total page 358 pages. Available in PDF, EPUB and Kindle. Book excerpt: Praise for Adversity Quotient. "With AQ, Paul Stoltz has done something remarkable: He synthesizes some of the most important information on how we influence our own future and then offers a profound set of observations which teaches us how to thrive in a fast-changing world!"-Joel Barker, President, Infinity, LTD, author of Paradigm Shift. "Adversity Quotient will show that you have more control over events than you think. The key is changing your beliefs. Believe it or not, that can usually be done in One Minute." -Ken Blanchard, co-author, The One Minute Manager. "Paul Stoltz's AQ explains why some people, teams, organizations, and societies fail or quit, and how others in the situation persevere and succeed. With this book, anyone or or organization can learn to reroute their AQ and hardwire their brain for success." -Daniel Burrus, author, Technotrends. "AQ is one of the more important concepts of our time. Paul Stoltz's book provides the direction and tools necessary for putting this idea into practice. It is a must read for anyone interested in personal mastery, leadership effectiveness and/or organizational productivity." -Jim Ericson, Program Director, The Masters Forum.

Download or read book Improving Organizational Performance written by Richard E. Kopelman and published by Routledge. This book was released on 2019-12-06 with total page 260 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book presents the Cube One framework, which provides a basis for understanding, diagnosing, and improving organizational performance. It is based on the premise that successful organizations enact practices that satisfy three key constituents: the enterprise itself, customers, and employees. This book offers a uniquely empirical approach by examining enterprise-, customer-, and employee-directed practices. Validity evidence is provided by survey research, studies of financial metrics, and the analysis of cases involving well-known organizations (such as Google, Four Seasons, and Mayo Clinic). The Cube One framework is equally applicable to organizations in the for-profit, nonprofit, and government sectors. After reading this book, students and scholars, as well as organizational practitioners in the fields of organizational behavior and management, will find a practical approach to improving organizational performance.

Download or read book The Digital First Customer Experience written by Joe Wheeler and published by Kogan Page Publishers. This book was released on 2023-07-03 with total page 329 pages. Available in PDF, EPUB and Kindle. Book excerpt: The definitive guide to designing digital-first experiences customers love. In his third book on the topic of customer experience, bestselling author and consultant Joe Wheeler tackles the challenges many organizations are facing as they attempt to design compelling experiences in a digital-first world. It features case studies of leading brands including Lemonade, Spotify, CEMEX, VMware, Starbucks, NIKE and Amazon. Part One introduces the new "3 Cs", key trends associated with technology convergence, competition and culture change in a post-pandemic world. Part Two takes a deep dive into seven design strategies, from designing emotional peaks across channels to empowering customers through immersive experiences that merge physical and digital assets. Part Three provides a playbook for how to design digital-first experiences, including how to solve the right problems, develop a measurable business case, design digital-first experiences customers love and execute the new design at scale.

Download or read book The Transformational Lens written by Yugandhar Penubolu and published by Notion Press. This book was released on 2020-09-18 with total page 117 pages. Available in PDF, EPUB and Kindle. Book excerpt: "An incredible reckoner for anyone navigating a leadership position or on a career path to successful leadership in an organization. Yugandhar’s work should serve as a book that one can keep referring to for almost any situation in the work environment. Experienced professionals and those embarking on their first jobs will benefit tremendously."-Vikram Sudarsan, President and CEO, Engrail Therapeutics, San Diego former CEO Cipla Technologies "Today, when technical skills in a person are easier to find and learn, the competitive advantage of an organisation and a person comes from their people management skills. Through the Lens of people management, the book provides insights into the qualities that make a leader. A timely book for SME owners looking to scale up, employ more people and build loyalty."-Nupur Pavan Bang, PhD, Associate Director, Thomas Schmidheiny Centre for Family Enterprise, ISB "The Transformational Lens is an insightful book for anyone interested in transforming their leadership and people management skills. It is a much needed read for People Managers in these challenging and unprecedented times."-Ajay Keerthy, Global Head of International Marketing, HSBC How does one empower teams and enhance capability? How does one manage oneself while influencing and leading teams? This book simplifies the complex journey of building a wonderful enterprise of highly effective employees. It provides actionable insights along with some real-life examples emphasising more on those critical aspects that many leaders and supervisors often tend to neglect or avoid practicing at work. Beyond catering to fundamental and transformational needs, the book dishes out practical solutions for people development, influencing teams and building workplace synergies.

Download or read book Market Your Way to Growth written by Philip Kotler and published by John Wiley & Sons. This book was released on 2012-12-18 with total page 243 pages. Available in PDF, EPUB and Kindle. Book excerpt: Marketing guru Philip Kotler and global marketing strategist Milton Kotler show you how to survive rough economic waters With the developed world facing slow economic growth, successfully competing for a limited customer base means using creative and strategic marketing strategies. Market Your Way to Growth presents eight effective ways to grow in even the slowest economy. They include how to increase your market share, develop enthusiastic customers, build your brand, innovate, expand internationally, acquire other businesses, build a great reputation for social responsibility, and more. By engaging any of these pathways to growth, you can achieve growth rates that your competitors will envy. Proven business and marketing advice from leading names in the industry Written by Philip Kotler, the major exponent of planning through segmentation, targeting, and position followed by "the 4 Ps of marketing" and author of the books Marketing 3.0, Ten Deadly Marketing Sins, and Corporate Social Responsibility, among others Milton Kotler is Chairman and CEO of Kotler Marketing Group, headquartered in Washington, DC, author of A Clear-sighted View of Chinese Marketing, and a frequent contributor to the China business press

Download or read book On Purpose written by Shaun Smith and published by Kogan Page Publishers. This book was released on 2015-11-03 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: Brands growing rapidly have a clear sense of purpose and the value they bring to their customers and employees. On Purpose is a practical guide to executing business purpose successfully by delivering a branded customer experience people love. It presents a framework for success based on being clear about your brand purpose and promise so you can achieve exceptional results through exceptional experiences. It provides the tools for brands to stand out by defining, designing and delivering distinctive, valuable customer experiences across multiple channels. Because purpose is what you do, not what you claim, On Purpose helps you act on your business purpose by showing you how to make your brand stand out. Each chapter illustrates how to succeed in a specific channel by presenting interviews with purpose-driven leaders such as Vernon Hill (Metro Bank), John Forrest (Premier Inn) and Gav Thompson (giffgaff) and case studies of companies including: - Altro - Barclays Bank - Best Western - citizenM - IKEA - LEGO - Liberty Global Business Services - London 2012 Olympics - Lush - Nissan - O2 - Timpson - Zappos

Download or read book Attracting and Retaining Talent written by T. Baker and published by Springer. This book was released on 2014-05-23 with total page 284 pages. Available in PDF, EPUB and Kindle. Book excerpt: Many companies are striving to adopt an 'employer of choice' strategy in an attempt to attract and retain quality staff, although few do this well. This book offers a practical roadmap for developing a more productive workplace culture; one that reflects the changing needs of the modern employee and the progressive organisation.

Download or read book The Culture Cycle written by James L. Heskett and published by FT Press. This book was released on 2012 with total page 385 pages. Available in PDF, EPUB and Kindle. Book excerpt: The contribution of culture to organizational performance is substantial and quantifiable. In The Culture Cycle, renowned thought leader James Heskett demonstrates how an effective culture can account for 20-30% of the differential in performance compared with "culturally unremarkable" competitors. Drawing on decades of field research and dozens of case studies, Heskett introduces a powerful conceptual framework for managing culture, and shows it at work in a real-world setting. Heskett's "culture cycle" identifies cause-and-effect relationships that are crucial to shaping effective cultures, and demonstrates how to calculate culture's economic value through "Four Rs": referrals, retention, returns to labor, and relationships. This book: Explains how culture evolves, can be shaped and sustained, and serve as the organization's "internal brand." Shows how culture can promote innovation and survival in tough times. Guides leaders in linking culture to strategy and managing forces that challenge it. Shows how to credibly quantify culture's impact on performance, productivity, and profits. Clarifies culture's unique role in mission-driven organizations. A follow-up to the classic Corporate Culture and Performance (authored by Heskett and John Kotter), this is the next indispensable book on organizational culture. "Heskett (emer., Harvard Business School) provides an exhaustive examination of corporate policies, practices, and behaviors in organizations." Summing Up: Recommended. Reprinted with permission from CHOICE, copyright by the American Library Association.

Download or read book The Greats on Leadership written by Jocelyn Davis and published by Nicholas Brealey. This book was released on 2016-05-19 with total page 228 pages. Available in PDF, EPUB and Kindle. Book excerpt: You don?t need a big title or a business degree in order to lead with impact. What you need is practical wisdom: the insight, judgment, and strength of character that all great leaders have, but that most business schools and corporate workshops don?t teach. The Greats on Leadership gets you there. Jocelyn Davis takes you on an in-depth tour of the best leadership ideas of the past 25 centuries, featuring classic authors from Plato to Winston Churchill, Shakespeare to Jane Austen, C.G. Jung to Peter Drucker, and many more. In a style both thought provoking and entertaining, she shows how -history?s great writers have always been, and still are, the real leadership gurus. Davis spells out the behaviors that distinguish true leaders from misleaders and covers 20 specific leadership topics, including: Leadership Traps (Shakespeare) Change (Machiavelli) Power (Sophocles) Dilemmas (Madison, Hamilton) Communication (Lincoln, Pericles) Personality Types (Jung) Motivation (Frankl) Judgment (Maupassant, Melville, Austen, Shaw) Character (Churchill, Plutarch, Shelley, Joyce) Each chapter begins with a synopsis of a great work by the author and then draws out the key leadership insights, weaving them together with business examples, the best contemporary research, and tools to help put it all into practice. In the last two chapters Davis presents a new way to think about leadership levels, framing them in terms of the impact you have rather than the title on your business card. Whether you?re a recent graduate or MBA searching for something more inspiring than the standard textbook, a new manager looking for something deeper than the typical how-to book, or an experienced executive seeking ideas to lift you to the next level, this remarkably readable and practical guide will set you on the road to becoming a great leader.

Download or read book Marketing for Growth written by The Economist and published by The Economist. This book was released on 2014-01-28 with total page 224 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Economist: Marketing for Growth is a guide to how marketing can and should become a business's most important driver of growth. Marketers play a crucial role in generating revenue, and they can play an equally important role in how revenues translate into profit. They can help a company achieve growth by being smarter or more efficient than its competitors, and do so in a sustainable way. Marketers have their ear to the ground and therefore are often the first to pick up on changing customer needs and behavior, and the forces at play in markets. This informs the development and improvement of products, processes and standard of service. The book explores how to identify the most valuable customers, the most effective ways to drive revenue growth, and the best ways to improve profitability. It combines insight and practical guidance, and is supported by a wealth of hard data and anecdotal evidence from a wide range of business in Britain, America, Europe and Asia, including Amazon, China Mobile, Dove, Goldman Sachs, Haier, ING Direct, Lenovo, Mini, Procter & Gamble, Red Bull, Target, Twitter, Virgin and Zara.

Download or read book Process Improvement with Electronic Health Records written by Margret Amatayakul and published by CRC Press. This book was released on 2017-07-27 with total page 283 pages. Available in PDF, EPUB and Kindle. Book excerpt: Although physicians and hospitals are receiving incentives to use electronic health records (EHRs), there is little emphasis on workflow and process improvement by providers or vendors. As a result, many healthcare organizations end up with incomplete product specifications and poor adoption rates. Process Improvement with Electronic Health Records: A Stepwise Approach to Workflow and Process Management walks you through a ten-step approach for applying workflow and process management principles regardless of what stage your organization is in its EHR journey. Introducing workflow and process mapping as essential elements in healthcare improvement, it includes detailed guidance, helpful tools, and case studies in each chapter. It also: Compares EHR workflow and process management to other continuous quality improvement methodologies Highlights the processes that need to be addressed in EHR workflow and process redesign Describes the level of detail necessary for workflow and process mapping to be effective Explains how to create change agents and offers time-tested change management tools The book describes the process for getting stakeholders to create, document, and validate new workflows and processes. Using case studies to illustrate the unique requirements of health information technology (HIT) and EHR acquisition, this reference provides you with simple yet powerful tools along with step-by-step guidance for the effective use of workflow and process mapping within healthcare.

Download or read book The Collaborative Habit written by Twyla Tharp and published by Simon and Schuster. This book was released on 2009-11-24 with total page 162 pages. Available in PDF, EPUB and Kindle. Book excerpt: In a career that has spanned four decades, choreographer Twyla Tharp has collaborated with great musicians, designers, thousands of dancers, and almost a hundred companies. She's experienced the thrill of shared achievement and has seen what happens when group efforts fizzle. Her professional life has been -- and continues to be -- one collaboration after another. In this practical sequel to her national bestseller The Creative Habit, Tharp explains why collaboration is important to her -- and can be for you. She shows how to recognize good candidates for partnership and how to build one successfully, and analyzes dysfunctional collaborations. And although this isn't a book that promises to help you deepen your romantic life, she suggests that the lessons you learn by working together professionally can help you in your personal relationships. These lessons about planning, listening, organizing, troubleshooting, and using your talents and those of your coworkers to the fullest are not limited to the arts; they are the building blocks of working with others, like if you're stuck in a 9-to-5 job and have an unhelpful boss. Tharp sees collaboration as a daily practice, and her book is rich in examples from her career. Starting as a twelve-year-old teaching dance to her brothers in a small town in California and moving through her work as a fledgling choreographer in New York, she learns lessons that have enriched her collaborations with Billy Joel, Jerome Robbins, Mikhail Baryshnikov, Bob Dylan, Elvis Costello, David Byrne, Richard Avedon, Milos Forman, Norma Kamali, and Frank Sinatra. Among the surprising and inspiring points Tharp makes in The Collaborative Habit: -Nothing forces change more dramatically than a new partnership. -In a good collaboration, differences between partners mean that one plus one will always equal more than two. A good collaborator is easier to find than a good friend. If you've got a true friendship, you want to protect that. To work together is to risk it. -Everyone who uses e-mail is a virtual collaborator. -Getting involved with your collaborator's problems may distract you from your own, but it usually leads to disaster. -When you have history, you have ghosts. If you're returning to an old collaboration, begin at the beginning. No evocation of old problems and old solutions. -Tharp's conclusion: What we can learn about working creatively and in harmony can trans- form our lives, and our world.

Download or read book Being the Boss with a New Preface written by Linda A. Hill and published by Harvard Business Press. This book was released on 2019-02-26 with total page 365 pages. Available in PDF, EPUB and Kindle. Book excerpt: Are you the boss you need to be? You never dreamed being the boss would be so hard. You're caught in a web of conflicting expectations from your subordinates, from those above you, and from your peers and customers. You're not alone. As Harvard Business School's Linda Hill and manager and executive Kent Lineback reveal in Being the Boss, becoming an effective manager is a painful, difficult journey. It requires trial and error, endless effort, and slowly acquired personal insight. Many managers never complete the journey and instead just learn how to get by. At worst, they become terrible bosses. This essential book, now with a new preface, explains how to avoid that fate by mastering three imperatives: Manage yourself: Learn that management isn't about doing all the work on your own. It's about leading others to accomplish things with you as their guide. Manage your network: Understand how power and influence work in your organization, and build a network of mutually beneficial relationships to navigate your company's complex political environment Manage your team: Create a high-performing "we" out of all the "I's" who report to you. Packed with compelling stories and practical advice, Being the Boss is an indispensable guide not only for first-time managers but for all managers seeking to master the most daunting challenges of leadership.