What Great Service Leaders Know And Do
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What Great Service Leaders Know And Do
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Author : James L. Heskett
language : en
Publisher: Berrett-Koehler Publishers
Release Date : 2015-09-01
What Great Service Leaders Know And Do written by James L. Heskett and has been published by Berrett-Koehler Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-09-01 with Business & Economics categories.
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.
What Great Service Leaders Know And Do
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Author : James L. Heskett
language : en
Publisher:
Release Date : 2015-09
What Great Service Leaders Know And Do written by James L. Heskett and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-09 with Business & Economics categories.
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.
What Great Service Leaders Know And Do Creating Breakthroughs In Service Firms Large Print 16pt
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Author : James L. Heskett
language : en
Publisher: ReadHowYouWant
Release Date : 2015-09-01
What Great Service Leaders Know And Do Creating Breakthroughs In Service Firms Large Print 16pt written by James L. Heskett and has been published by ReadHowYouWant this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-09-01 with Business & Economics categories.
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."
What Great Service Leaders Know And Do
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Author : James L. Heskett
language : en
Publisher: Berrett-Koehler Publishers
Release Date : 2015-09
What Great Service Leaders Know And Do written by James L. Heskett and has been published by Berrett-Koehler Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-09 with Business & Economics categories.
In this book 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." They 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. --
The Secret
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Author : Ken Blanchard
language : en
Publisher: Berrett-Koehler Publishers
Release Date : 2014-09-02
The Secret written by Ken Blanchard and has been published by Berrett-Koehler Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-09-02 with Business & Economics categories.
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
The Secret
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Author : Ken Blanchard and Mark Miller
language : en
Publisher:
Release Date : 2014-09-02
The Secret written by Ken Blanchard and Mark Miller and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-09-02 with Business & Economics categories.
In this new edition of their classic business fable, Ken Blanchard and Mark Miller get at the heart of what makes a leader successful. Newly promoted but struggling young executive Debbie Brewster asks her mentor the one question she desperately needs answered: ''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 she learns: â [ Why great leaders seem preoccupied with the future â [ How people on the team ultimately determine your success or failure â [ What three arenas require continuous improvement â [ Why true success in leadership has two essential components â [ How to knowingly strengthen - or unwittingly destroy - leadership credibility. The tenth anniversary edition includes a leadership self - assessment so readers can measure to what extent they lead by serving and where they can improve. The authors also have 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's and Miller's wisdom about leadership in a form that anyone can easily understand and implement. This book will benefit not only those who read it but also the people who look to them for guidance and the organizations they serve.
The Secret
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Author : Kenneth H. Blanchard
language : en
Publisher: Berrett-Koehler Publishers
Release Date : 2004
The Secret written by Kenneth H. Blanchard and has been published by Berrett-Koehler Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004 with Business & Economics categories.
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.
Great Leaders Grow
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Author : Kenneth H. Blanchard
language : en
Publisher: Berrett-Koehler Publishers
Release Date : 2012-02-06
Great Leaders Grow written by Kenneth H. Blanchard and has been published by Berrett-Koehler Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-02-06 with Business & Economics categories.
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.
Know What You Don T Know
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Author : Michael A. Roberto
language : en
Publisher: Pearson Prentice Hall
Release Date : 2009-01-29
Know What You Don T Know written by Michael A. Roberto and has been published by Pearson Prentice Hall this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-01-29 with Business & Economics categories.
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.
Start With Why
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Author : Simon Sinek
language : en
Publisher: Penguin UK
Release Date : 2011-10-06
Start With Why written by Simon Sinek and has been published by Penguin UK this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-10-06 with Business & Economics categories.
THE MILLION-COPY GLOBAL BESTSELLER - BASED ON THE LIFE-CHANGING TED TALK! DISCOVER YOUR PURPOSE WITH ONE SIMPLE QUESTION: WHY? 'One of the most incredible thinkers of our time; someone who has influenced the way I think and act every day' Steven Bartlett, investor, BBC Dragon and host of The Diary of a CEO podcast ***** Why are some people more inventive, pioneering and successful than others? And why are they able to repeat their success again and again? Because it doesn't matter what you do, it matters WHY you do it. Those who have had the greatest influence in the world all think, act, and communicate in the same way - and it's the opposite to most. In Start with Why, Simon Sinek uncovers the fundamental secret of their success. How you lead, inspire, live, it all starts with why. WHAT READERS ARE SAYING: 'It's amazing how a book can change the course of your life, and this book did that.' 'Imagine the Ted Talk expanded to 2 hours long, with more depth, intrigue and examples.' 'What he does brilliantly is demonstrate his own why - to inspire others - throughout.'