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 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 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 Entrepreneur Revolution written by Daniel Priestley and published by John Wiley & Sons. This book was released on 2018-07-30 with total page 314 pages. Available in PDF, EPUB and Kindle. Book excerpt: A no-nonsense, implementable handbook for taking part in the Entrepreneur Revolution We are living in revolutionary times; times with an impact as significant and far-reaching as the previous Industrial Revolution was to the Agricultural Age. Technological shifts have allowed micro-businesses to compete with large corporations. Small business can now have a global footprint, can be structured in low tax environments, move products anywhere in the world, and access unprecedented levels of support. Entrepreneur Revolution means taking the initiative to do something that you love, something that you’re good at, and something that will make you money. This masterclass in gaining an entrepreneurial mindset will show how to change the way you think, the way you network, and the way you make a living. Includes new statistics, activities, case studies, and research Takes a look at how the brain can affect the entrepreneurial mindset Offers new ideas for entrepreneurs starting a new business Helps you shake off old ideas and make a great, independent leap forward This inspiring and practical book shows you how to break free from The Industrial Revolution mindset, quit working so hard, follow your dream—and make a fortune along the way.
Download or read book Beyond Traditional Marketing written by Kamran Kashani and published by John Wiley & Sons. This book was released on 2005-09-27 with total page 324 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book aims to be what every marketing manager needs to know about marketing in today?s competitive markets. The idea was born out of repeated comments from IMD clients that there were gaps in the ?classic? literature where innovations in practice had moved ahead of the discipline at an academic level. Each chapter takes a subject that can be defined as being new or relatively new (for instance value chain marketing, marketing through collaboration with customers, and two-way brand building) and illustrates how new thinking has led to innovations in practice. The book is full of examples of real-world companies who have dealt effectively with the emerging issues, and others who have not. Each chapter ends with managerial highlights and actionable summaries.
Download or read book Why Motivating People Doesn t Work and What Does written by Susan Fowler and published by Berrett-Koehler Publishers. This book was released on 2017-02-27 with total page 231 pages. Available in PDF, EPUB and Kindle. Book excerpt: A top leadership consultant says: Stop trying to motivate people! Find a powerful alternative to the carrot and stick in this science-driven guide. It's frustrating for everyone involved and it just doesn’t work. You can’t motivate people—they are already motivated, but generally in superficial and short-term ways. In this book, Susan Fowler builds upon the latest scientific research on the nature of human motivation to lay out a tested model and course of action that will help leaders guide their people toward the kind of motivation that not only increases productivity and engagement but that gives them a profound sense of purpose and fulfillment. Fowler argues that leaders still depend on traditional carrot-and-stick techniques because they haven’t understood their alternatives and don’t know what skills are necessary to apply the new science of motivation. Her Optimal Motivation process shows leaders how to move people away from dependence on external rewards and help them discover how their jobs can meet the deeper psychological needs—for autonomy, relatedness, and competence—that science tells us result in meaningful and sustainable motivation. Optimal Motivation has been proven in organizations all over the world—Fowler’s clients include Microsoft, CVS, NASA, the Catholic Leadership Institute, H&R Block, Mattel, and dozens more. Throughout this book, she illustrates how each step of the process works using real-life examples—and offers a groundbreaking answer for leaders who want to get motivation right!
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 Cracked it written by Bernard Garrette and published by Springer. This book was released on 2018-06-08 with total page 295 pages. Available in PDF, EPUB and Kindle. Book excerpt: Solving complex problems and selling their solutions is critical for personal and organizational success. For most of us, however, it doesn’t come naturally and we haven’t been taught how to do it well. Research shows a host of pitfalls trips us up when we try: We’re quick to believe we understand a situation and jump to a flawed solution. We seek to confirm our hypotheses and ignore conflicting evidence. We view challenges incompletely through the frameworks we know instead of with a fresh pair of eyes. And when we communicate our recommendations, we forget our reasoning isn’t obvious to our audience. How can we do it better? In Cracked It!, seasoned strategy professors and consultants Bernard Garrette, Corey Phelps and Olivier Sibony present a rigorous and practical four-step approach to overcome these pitfalls. Building on tried-and-tested (but rarely revealed) methods of top strategy consultants, research in cognitive psychology, and the latest advances in design thinking, they provide a step-by-step process and toolkit that will help readers tackle any challenging business problem. Using compelling stories and detailed case examples, the authors guide readers through each step in the process: from how to state, structure and then solve problems to how to sell the solutions. Written in an engaging style by a trio of experts with decades of experience researching, teaching and consulting on complex business problems, this book will be an indispensable manual for anyone interested in creating value by helping their organizations crack the problems that matter most.
Download or read book Oil War written by Robert Goralski and published by William Morrow. This book was released on 1987 with total page 392 pages. Available in PDF, EPUB and Kindle. Book excerpt: The full story of the role that oil played in the origins and outcome of World War II.
Download or read book Essentials of Contemporary Advertising written by William F. Arens and published by McGraw-Hill Higher Education. This book was released on 2009 with total page 558 pages. Available in PDF, EPUB and Kindle. Book excerpt: Exploring the core principles that drive advertising, this book goes beyond academic theory. The authors present advertising as it is actually practiced and make the fundamentals accessible and relevant to the student's real life. Every chapter concludes with a learning exercise.
Download or read book Tobacco Control in Africa written by Jeffrey Drope and published by . This book was released on 2011 with total page 303 pages. Available in PDF, EPUB and Kindle. Book excerpt: This volume utilizes the work initiated and executed under a recent major public health initiative, the African Tobacco Situational Analyses (ATSA), which was sponsored by the Canadian government's International Development Research Centre (IDRC) with funds from the Bill and Melinda Gates Foundation. The program was conceived to illuminate the factors that will facilitate the reform of major public health policies, particularly, but not limited to, tobacco. The results, presented in this volume, are an important contribution to the literature on global public health and international development, and comprise the most comprehensive evidence-based analysis of tobacco policy in the African region.
Download or read book Encyclopedia of Labels and Label Technology written by Michael Fairley and published by . This book was released on 2004-09 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: An Encyclopaedia for the label producer and label user sectors, this reference provides a comprehensive understanding of the latest terms and terminology for all kinds of label and product decoration solutions.
Download or read book Case Problems in Business Logistics written by James L. Heskett and published by John Wiley & Sons. This book was released on 1973 with total page 384 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Leading with Character written by Jim Loehr and published by John Wiley & Sons. This book was released on 2020-10-06 with total page 228 pages. Available in PDF, EPUB and Kindle. Book excerpt: From leadership expert Dr. Jim Loehr, strengthen your moral and ethical character for outstanding leadership results with this must-have set. Leading with Character: 10 Minutes a Day to a Brilliant Legacy At the end of your life, how are you likely to be remembered? Chances are that people won’t be praising your money, power, and status. Instead, the people you’ve impacted will remember you for your compassion and personal strength—in short, your character. Unfortunately, many leaders are unaware of their character shortcomings and blind spots that hold so many of us back from building the lasting legacy we are capable of. With the right motivation, you can begin to strengthen your character and become a moral and ethical leader capable of creating lasting change. In Leading with Character: 10 Minutes a Day to a Brilliant Legacy, Dr. Jim Loehr, cofounder of the Johnson & Johnson Human Performance Institute, reveals 50 character competencies that you can practice daily to transform your life and work. This book will also guide you through the process of developing a Personal Credo that will serve as your decision-making mission statement. Most leaders never take the time to identify their own core values, instead defaulting to a reflexive form of decision making. Gain an awareness of the conscious and unconscious processes that guide what you do and why you do it, and take charge of your leadership legacy. Even good leaders are vulnerable to corruption. Read Leading with Character to learn how human evolution and contemporary culture can lead us astray without our even knowing it. As we work hard to get to the top, who are we becoming along the way? If we want to become heroes whose memories will long outlast us, we need to channel our energy into creating habits that will add up to a strong and meaningful character. The Personal Credo Journal: A Companion to Leading with Character We all want to become high impact leaders with a robust ethical and moral character, but getting there is a challenge. Dr. Jim Loehr’s Leading with Character offers a succinct plan for developing your character as a leader and building a meaningful legacy through your life’s work. The Personal Credo Journal is a day-by-day workbook that will guide you through the process of identifying your core values and crafting your Personal Credo—a statement of beliefs and values that will help you align every action and decision with your deepest held ideals. With these activities and exercises, you’ll spend just a few minutes each day reflecting on meaningful and thought-provoking prompts about your life story, your personal strengths and weaknesses, and your life goals. By the end of this life-altering, 150-day challenge, you will have gained a deep self-knowledge and a clear vision of your path forward as a leader. Take charge of the legacy you’ll leave behind, build character, and learn to use your Personal Credo to transform your life.
Download or read book Marketing written by James L. Heskett and published by . This book was released on 1976 with total page 632 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book Making the Grass Greener on Your Side written by Ken Melrose and published by Berrett-Koehler Publishers. This book was released on 1995 with total page 272 pages. Available in PDF, EPUB and Kindle. Book excerpt: In a compelling story of corporate loss, self-analysis, and comeback over a 25-year period, Melrose, head of the Toro Company of lawn and turf care products, recounts parallel journeys: his quest to create a corporate environment that facilitates the growth and development of the employees as well as the organization, and Toro's peaks-and-valleys procession through the '70s and '80s.
Download or read book Mobility 2030 written by and published by . This book was released on 2004 with total page 180 pages. Available in PDF, EPUB and Kindle. Book excerpt:
