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 The Secret written by Ken Blanchard and published by Berrett-Koehler Publishers. This book was released on 2014-09-02 with total page 139 pages. Available in PDF, EPUB and Kindle. Book excerpt: The authors of Great Leaders Grow use a fable to lay out what is the secret to great leadership in this internationally bestselling guide. It’s a question that everyone in a position of authority—whether in a multinational corporation or a local volunteer group—wonders sooner or later. Here Ken Blanchard, whose books on leadership have sold over twenty million copies, and Mark Miller, who worked his way up from line worker to vice president of Chick-Fil-A, one of the largest fast-food restaurant chains in the country, uncover the secret that great leaders already know and detail what you need to do to truly inspire and motivate others. The authors get at the heart of what makes a leader successful using a classic business fable. Newly promoted but struggling young executive Debbie Brewster asks her mentor, “What is the secret of great leaders?” His reply—“great leaders serve”—flummoxes her, but over time he reveals the five fundamental ways that leaders succeed through service. Along the way, Debbie learns: • Why great leaders seem preoccupied with the future • How people on the team ultimately determine your success or failure • What three arenas require continuous improvement • Why true success in leadership has two essential components • How to knowingly strengthen—or unwittingly destroy—leadership credibility This new edition includes a leadership self-assessment so readers can measure to what extent they lead by serving and where they can improve. The authors have also added answers to the most frequently asked questions about how to apply the SERVE model in the real world. As practical as it is uplifting, The Secret shares Blanchard and Miller’s wisdom about leadership in a form that anyone can easily understand and implement. “You don’t have to be older to be a great leader. The Secret shows how to lay the foundation for powerful servant leadership early in your career to maximize your impact.” —Claire Diaz-Ortiz, Head of Corporate Innovation and Philanthropy at Twitter, Inc. and author of Twitter for Good and Hope Runs “When you learn The Secret, don't keep it to yourself. Share it and use it with your people. It will make a difference in their lives and their performance.” —Donald G. Soderquist, former Vice Chairman, Wal-Mart, and founder of the Soderquist Center for Leadership and Ethics, John Brown University “If you know The Secret, both relationships and results will prosper. It's a perfect move in your life from success to significance.” —Bob Buford, author of Halftime

Download or read book Great Leaders Grow written by Kenneth H. Blanchard and published by Berrett-Koehler Publishers. This book was released on 2012-02-06 with total page 144 pages. Available in PDF, EPUB and Kindle. Book excerpt: Successful leaders don't rest on the laurels. Leadership must be a living process, and life means growth. "Great Leaders Grow" shows leaders and aspiring leaders precisely which areas to focus on so they can remain effective throughout their lives.

Download or read book The Secret written by Kenneth H. Blanchard and published by Berrett-Koehler Publishers. This book was released on 2004 with total page 144 pages. Available in PDF, EPUB and Kindle. Book excerpt: Revealing hidden secrets about leadership, offers a five-point plan based on examples from the world's most effective leaders--all of whom led by serving others, in a revised edition that includes a self-assessment and FAQs.

Download or read book John P Kotter on what Leaders Really Do written by John P. Kotter and published by Harvard Business Press. This book was released on 1999 with total page 198 pages. Available in PDF, EPUB and Kindle. Book excerpt: Widely acknowledged as the world's foremost authority on leadership, the author provides a collection of his acclaimed "Harvard Business Review" articles.

Download or read book The Secret of Teams written by Mark Miller and published by Berrett-Koehler Publishers. This book was released on 2011-10-03 with total page 146 pages. Available in PDF, EPUB and Kindle. Book excerpt: Teams are critical to the success of every organization. Departmental, interdepartmental, cross-functional, ad hoc, task-specific—teams do everything from planning the office party to setting the annual budget to establishing performance goals. But what separates the teams that really deliver from the ones that simply spin their wheels? What is the secret of high-performance teams? As he did in The Secret, Mark Miller uses a compelling business fable to reveal profound yet easily grasped truths that can dramatically transform any organization. Debbie Brewster, the heroine of The Secret, has been promoted and is now struggling with taking her new team to the next level. Her old mentor, Jeff Brown, the company’s CEO, sends her out to find the secret of teams. On her journey she learns from three very different teams—the Special Forces, NASCAR, and a local restaurant. Debbie and her team discover the three elements that all successful teams have in common. But that’s just the beginning. The devil is in the details, as the story of Debbie’s efforts to actually implement the three elements shows. You’ll learn how to change entrenched ways of thinking and acting, what you have to do to optimize each of the three elements of a successful team, how to measure your progress, and more. Creating high-performance teams does more than just give your organization a competitive advantage. It can be a performance multiplier that significantly improves results while honoring and developing people. It may be the ultimate win-win-win that your organization is seeking.

Download or read book Start with Why written by Simon Sinek and published by Penguin. This book was released on 2011-12-27 with total page 257 pages. Available in PDF, EPUB and Kindle. Book excerpt: The inspirational bestseller that ignited a movement and asked us to find our WHY Discover the book that is captivating millions on TikTok and that served as the basis for one of the most popular TED Talks of all time—with more than 56 million views and counting. Over a decade ago, Simon Sinek started a movement that inspired millions to demand purpose at work, to ask what was the WHY of their organization. Since then, millions have been touched by the power of his ideas, and these ideas remain as relevant and timely as ever. START WITH WHY asks (and answers) the questions: why are some people and organizations more innovative, more influential, and more profitable than others? Why do some command greater loyalty from customers and employees alike? Even among the successful, why are so few able to repeat their success over and over? People like Martin Luther King Jr., Steve Jobs, and the Wright Brothers had little in common, but they all started with WHY. They realized that people won't truly buy into a product, service, movement, or idea until they understand the WHY behind it. START WITH WHY shows that the leaders who have had the greatest influence in the world all think, act and communicate the same way—and it's the opposite of what everyone else does. Sinek calls this powerful idea The Golden Circle, and it provides a framework upon which organizations can be built, movements can be led, and people can be inspired. And it all starts with WHY.

Download or read book Know What You Don t Know written by Michael A. Roberto and published by Pearson Prentice Hall. This book was released on 2009-01-29 with total page 228 pages. Available in PDF, EPUB and Kindle. Book excerpt: Problems remain hidden in organizations for a number of reasons, including fear, organizational complexity, gatekeepers who insulate leaders from problems that are coming up, and finally, an overemphasis on formal analysis in place of intuition and observation. This book lays out the key skills and capabilities required to ensure that problems do not remain hidden in your organization. It explains how leaders can become effective problem finders, unearthing problems before they destroy an organization. The book explains how leaders can become an anthropologist, going out and observe how employees, customers, and suppliers actually behave. It then goes on to present how they can circumvent the gatekeepers, so they can go directly to the source to see and hear the raw data; hunt for patterns, including refining your individual and collective pattern recognition capability; "connect the dots" among issues that may initially seem unrelated, but in fact, have a great deal in common; give front-line employees training in a communication technique; encourage useful mistakes, including create a "Red Pencil Award"; and watch the game film, where leaders reflect systematically on their own organization's conduct and performance, as well as on the behavior and performance of competitors.

Download or read book What Great Service Leaders Know and Do Creating Breakthroughs in Service Firms Large Print 16pt written by James L. Heskett and published by ReadHowYouWant. This book was released on 2015-09-01 with total page 440 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, Chateauform, 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 Exceptional Leaders Playbook written by Wally Schmader and published by . This book was released on 2023-03-28 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is the follow-up to the #1 best-selling book, What Exceptional Leaders Know now in its third edition. The book interacts with the reader to make sure that the recommendations are memorable and applicable for every leader.

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 Great Leaders Have No Rules written by Kevin Kruse and published by Rodale Books. This book was released on 2019-04-02 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: As a serial entrepreneur, Kevin Kruse has seen time and again that the leadership practices that actually work are the opposite of what is commonly taught and implemented. Close Your Open Door Policy shows how a contrarian approach can be a better, faster, and easier way to succeed as a leader. Chapter by chapter, Kruse focuses on a piece of popular wisdom, then shows with real-world case studies and quantitative research that the opposite approach will lead to better results, encouraging leaders to play favorites, stay out of meetings, and, of course, close their open doors.

Download or read book Breakthrough Customer Service written by Stanley A. Brown and published by J. Wiley & Sons Canada. This book was released on 1997-10 with total page 464 pages. Available in PDF, EPUB and Kindle. Book excerpt: Praise for Mike Russill, Vice-President, Retail, Sunoco Inc. Catherine Neville, President, Quality Management Institute Dan Plashkes, President, S&P Data Philip C. Brown, Senior Vice-President, Telebanking and Alternate Channels, Bank of Montreal Brenda Anderson, Executive Director, International Customer Service Association J.A. Sinex, III, Manager, Global Integrated Services Team, External Affairs, DuPont Breakthrough Customer Service Best Practices of Leaders in Customer Support "An impressive array of experts and industry winners provide a virtual road map through the major changes necessary to achieve real breakthrough customer service. A must-read for those determined to make great customer service a competitive edge!" "Breakthrough Customer Service scores a direct hit on how to differentiate a business through strategic customer service." "If companies implemented just a few of the great ideas found in this book, they would enjoy world-class leadership positions not only in their own industry, but across all industries." "A stimulating look across industries and channels, the way customers actually experience service, and a very useful way to identify breakthrough opportunities." "A great management tool, it provides real-world examples and effective solutions that can be applied to your business." "This book is must reading for companies that want to be more competitive. It provides businesses with thought-provoking solutions to consider in their quest for superior results."

Download or read book Developing Human Service Leaders written by Deborah Harley-McClaskey and published by SAGE Publications. This book was released on 2015-12-24 with total page 376 pages. Available in PDF, EPUB and Kindle. Book excerpt: Developing Human Service Leaders is an empowering text for human services students that covers the skills and behaviors essential for leaders to manage themselves, their teams, and the organization. Using a unique coaching voice, author Deborah Harley-McClaskey follows a Reflection–Diagnosis–Prescription approach for leadership development with exercises built into the dialogue. The final chapter, Prognosis, offers a workbook-style exercise to help students make a personal change.

Download or read book Leaders Eat Last written by Simon Sinek and published by Penguin. This book was released on 2017-05-23 with total page 370 pages. Available in PDF, EPUB and Kindle. Book excerpt: Finally in paperback: the New York Times bestseller by the acclaimed, bestselling author of Start With Why and Together is Better. Now with an expanded chapter and appendix on leading millennials, based on Simon Sinek's viral video "Millenials in the workplace" (150+ million views). Imagine a world where almost everyone wakes up inspired to go to work, feels trusted and valued during the day, then returns home feeling fulfilled. This is not a crazy, idealized notion. Today, in many successful organizations, great leaders create environments in which people naturally work together to do remarkable things. In his work with organizations around the world, Simon Sinek noticed that some teams trust each other so deeply that they would literally put their lives on the line for each other. Other teams, no matter what incentives are offered, are doomed to infighting, fragmentation and failure. Why? The answer became clear during a conversation with a Marine Corps general. "Officers eat last," he said. Sinek watched as the most junior Marines ate first while the most senior Marines took their place at the back of the line. What's symbolic in the chow hall is deadly serious on the battlefield: Great leaders sacrifice their own comfort--even their own survival--for the good of those in their care. Too many workplaces are driven by cynicism, paranoia, and self-interest. But the best ones foster trust and cooperation because their leaders build what Sinek calls a "Circle of Safety" that separates the security inside the team from the challenges outside. Sinek illustrates his ideas with fascinating true stories that range from the military to big business, from government to investment banking.

Download or read book Leadership Sustainability Seven Disciplines to Achieve the Changes Great Leaders Know They Must Make written by Dave Ulrich and published by McGraw Hill Professional. This book was released on 2013-04-05 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: MAKE YOUR LEADERSHIP EFFORTS STICK Every day, thousands of people put great effort--and money--into becoming more effective leaders, through seminars, personal coaching, and employee development plans. These undertakings can do wonders to help leaders of all stripes improve their effectiveness. But not every leader finishes what he or she starts--and many revert back to less effective habits, often without even realizing it. How can you ensure that you stick with all the positive changes you have made? How do you make sure you don’t slip back into your old ways? Answer: Leadership Sustainability Dave Ulrich--the man BusinessWeek referred to as the "#1 Management Educator and Guru"--teams up with leadership expert Norm Smallwood to go where no leadership guide has gone. This dream team provides sophisticated, proven leadership sustainability ideas and tools that you can put to use immediately. Leadership Sustainability helps you turn good intentions into effective actions by mastering seven critical disciplines: Simplicity: Focus on the few key behaviors that will have the most impact. Time: Allocate your time so your calendar matches your intentions. Accountability: Take personal responsibility for doing what you say you will do. Resources: Support your leadership with effective, ongoing coaching and HR systems. Tracking: Develop metrics for measuring your leadership improvement. Melioration: Learn from your mistakes and demonstrate resilience. Emotion: Draw on deep personal values to keep yourself motivated. The journey to great leadership doesn't end with learning and implementing effective new skills. Great leadership is about consistency, and the drive for consistency is a never-ending process. Use Leadership Sustainability to ensure leadership greatness today, tomorrow, and for the rest of your life. PRAISE FOR LEADERSHIP SUSTAINABILITY: "Dave and Norm propose a practical approach to solving the problem of leaders turning what they intend into what they do. The seven principles provide a simple and practical way to get things done." -- Ram Charan, coauthor of the New York Times bestselling Execution "Dave and Norm do a great job about teaching leaders not just what to do, but how to make sure that they do it. The ideas in the book are insightful, specific, and actionable." -- Gina Qiao, SVP Human Resources, Lenovo "Finally, a 'how-to' book that is grounded in the real-world dynamics of leading organizations!" -- Dixon Thayer, CEO, HealthNEXT "Dave and Norm provide both an in-depth understanding of why we often fall short and a set of tools for getting on with it." -- Morgan W. McCall, Jr., Professor, Marshall School of Business, University of Southern California, and author of High Flyer "Leaders all over the world will celebrate Dave and Norm’s powerful new gift: the concept of Leadership Sustainability and its seven disciplines." -- Frances Hesselbein, President and CEO, The Frances Hesselbein Leadership Institute "Finally, we have two scholar-practitioners who correctly address evidence that one of every two leaders fails and offer solutions about proper execution that leads to sustainability." -- W. Warner Burke, Professor of Psychology and Education, Teachers College, Columbia University "Dave and Norm understand that one of the keys to success is disciplined continuity and sustainability--which constitute a required core competency among leadership." -- Kathleen Wilson-Thompson, Chief Human Resources Officer, Walgreen Co.

Download or read book What Made Me Who I Am written by Bernie Swain and published by Post Hill Press. This book was released on 2016-09-06 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: Starting a business is a wonderfully naïve venture. Only a fortunate few will survive--and very few of those who thrive will have something special to say about failure, success, and leadership. Bernie Swain is one of those few very fortunate people. He quit his job in 1980 to start a lecture agency with his wife and a friend. By the end of their first rocky year--just as his savings were running out--Swain's first revenues trickled in. He began signing every speaker with a handshake; this proved to be the hallmark of trust that helped accelerate the company's growth. Years later, his roster of speakers would be the greatest in history since America's first agency represented a host of notables such as Mark Twain, Susan B. Anthony, and Frederick Douglass. The best of Swain's fortunes turned out to be the speakers themselves because these remarkable leaders had become his personal friends. What Made Me Who I Am captures the leadership transformations of 34 of those friends--from Doris Kearns Goodwin to Colin Powell, Terry Bradshaw to Tom Brokaw, and Tony Blair to Dave Barry. This assembly of people defines a generation. What were their most powerful influences? Defining moments? Decisions that contributed the most to their character and accomplishments? Swain captures answers to these questions and more in an inspiring, practical collection of true-life stories for leaders today. What Made Me Who I Am is also a terrific gift book for graduates and others who are just starting out in life.