What Great Service Leaders Know And Do Creating Breakthroughs In Service Firms Large Print 16pt

Author : James L. Heskett
Publisher :
ISBN 13 : 9780369312655
Total Pages : 556 pages
Book Rating : 4.51/5 ( download)

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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.

Author : James L. Heskett
Publisher : ReadHowYouWant
ISBN 13 : 9781459697027
Total Pages : 440 pages
Book Rating : 4.22/5 ( download)

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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."

Author : James L. Heskett
Publisher : Berrett-Koehler Publishers
ISBN 13 : 1626565864
Total Pages : 288 pages
Book Rating : 4.69/5 ( download)

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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.

Author : Marcia Reynolds
Publisher : Berrett-Koehler Publishers
ISBN 13 : 160509840X
Total Pages : 267 pages
Book Rating : 4.01/5 ( download)

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Download or read book Wander Woman written by Marcia Reynolds and published by Berrett-Koehler Publishers. This book was released on 2010-06-14 with total page 267 pages. Available in PDF, EPUB and Kindle. Book excerpt: Presents fresh research and powerful stories to give voice to a new generation of women driven by challenge and change Offers compelling advice on how to make wandering a life strategy, not just a series of unplanned events Includes probing questions and thought-provoking exercises to help readers find peace in life's chaos and confusion 2011 Axiom Award Gold Medal winner in the category of Women in Business There’s a new generation of high-achieving women today—confident, ambitious, accomplished, driven. And yet, as master coach Marcia Reynolds discovered, many of them are also anxious, discontented, and frustrated. They’re constantly questioning their purpose, juggling multiple roles, and reevaluating their goals. As a result they’re restless—they move from job to job, from challenge to challenge, almost on impulse. They’re wander women. Existing personal growth books, so focused on empowerment and encouragement, can’t help these women. They don’t need to find their voice—they know how to roar. They don’t expect balance in their lives—but they long to find peace in the chaos. They aren’t necessarily focused on gaining a seat in the boardroom—they want projects that mean something or businesses they run on their own. Reynolds helps wander women understand the roots of their restlessness and make their wandering a conscious strategy, not a reaction. Drawing on extensive research and interviews she illuminates the needs that drive their decisions and the core assumptions that lock them into rigid perfectionist patterns. She offers a wealth of exercises and practices that will enable wander women to reset their mental programming, discover new ways of finding direction, and thoughtfully choose and plan their futures, whether they climb the corporate ladder, find satisfaction below the glass ceiling, or set out on their own. For every woman plagued by frustration and self-doubt—“Will what I’ve done ever feel good enough?”—Wander Woman sets the stage to uncover the answers to life’s tough questions about meaning and purpose, significance and value, and the legacy you can leave from a life lived well.

Author : Susan Fowler
Publisher : Berrett-Koehler Publishers
ISBN 13 : 1626561842
Total Pages : 231 pages
Book Rating : 4.47/5 ( download)

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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!

Author : Timothy R. Clark
Publisher : Berrett-Koehler Publishers
ISBN 13 : 1523087706
Total Pages : 193 pages
Book Rating : 4.09/5 ( download)

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Download or read book The 4 Stages of Psychological Safety written by Timothy R. Clark and published by Berrett-Koehler Publishers. This book was released on 2020-03-03 with total page 193 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is the first practical, hands-on guide that shows how leaders can build psychological safety in their organizations, creating an environment where employees feel included, fully engaged, and encouraged to contribute their best efforts and ideas. Fear has a profoundly negative impact on engagement, learning efficacy, productivity, and innovation, but until now there has been a lack of practical information on how to make employees feel safe about speaking up and contributing. Timothy Clark, a social scientist and an organizational consultant, provides a framework to move people through successive stages of psychological safety. The first stage is member safety-the team accepts you and grants you shared identity. Learner safety, the second stage, indicates that you feel safe to ask questions, experiment, and even make mistakes. Next is the third stage of contributor safety, where you feel comfortable participating as an active and full-fledged member of the team. Finally, the fourth stage of challenger safety allows you to take on the status quo without repercussion, reprisal, or the risk of tarnishing your personal standing and reputation. This is a blueprint for how any leader can build positive, supportive, and encouraging cultures in any setting.

Author : Kamran Kashani
Publisher : John Wiley & Sons
ISBN 13 : 0470015446
Total Pages : 324 pages
Book Rating : 4.45/5 ( download)

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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.

Author : James L. Heskett
Publisher : FT Press
ISBN 13 : 0132779781
Total Pages : 385 pages
Book Rating : 4.84/5 ( download)

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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.

Author : Daniel Priestley
Publisher : John Wiley & Sons
ISBN 13 : 085708769X
Total Pages : 312 pages
Book Rating : 4.90/5 ( download)

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Download or read book Entrepreneur Revolution written by Daniel Priestley and published by John Wiley & Sons. This book was released on 2018-05-11 with total page 312 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.

Author : Rexford G. Brown
Publisher : Jossey-Bass
ISBN 13 :
Total Pages : 322 pages
Book Rating : 4.50/5 ( download)

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Download or read book Schools of Thought written by Rexford G. Brown and published by Jossey-Bass. This book was released on 1993-08-10 with total page 322 pages. Available in PDF, EPUB and Kindle. Book excerpt: As a result of his visits to classrooms across the nation, Brown has compiled an engaging, thought-provoking collection of classroom vignettes which show the ways in which national, state, and local school politics translate into changed classroom practices. "Captures the breadth, depth, and urgency of education reform".--Bill Clinton.