What Great Service Leaders Know And Do Creating Breakthroughs In Service Firms Large Print 16pt
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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:
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
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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.
Wander Woman
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Author : Marcia Reynolds
language : en
Publisher: Berrett-Koehler Publishers
Release Date : 2010-06-14
Wander Woman written by Marcia Reynolds 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 2010-06-14 with Self-Help categories.
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.
Facilitating Breakthrough
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Author : Adam Kahane
language : en
Publisher: Berrett-Koehler Publishers
Release Date : 2021-08-31
Facilitating Breakthrough written by Adam Kahane 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 2021-08-31 with Business & Economics categories.
Making progress on complex, problematic situations requires a new approach to working together: transformative facilitation, a structured and creative process for removing the obstacles to fluid forward movement. It is becoming less straightforward for people to move forward together. They face increasing complexity and decreasing control. They need to work with more people from across more divides. In such situations, the most common ways of advancing—some people telling others what to do, or everyone just doing what they think they need to—aren't adequate. One better way is through facilitating. But the most common approaches to facilitating—bossy vertical directing from above or collegial horizontal accompanying from alongside—aren't adequate. They often leave the participants frustrated and yearning for breakthrough. This book describes a new approach: transformative facilitation. It doesn't choose either the bossy vertical or the collegial horizontal approach: it cycles back and forth between them. Rather than forcing or cajoling, the facilitator removes the obstacles that stand in the way of people contributing and connecting equitably. It enables people to bring their whole selves to the process. This book is for anyone who helps people work together to transform their situation, be it a professional facilitator, manager, consultant, coach, chairperson, organizer, mediator, stakeholder, or friend. It offers a broad and bold vision of the contribution that facilitation can make to helping people collaborate to make progress.
Why Motivating People Doesn T Work And What Does
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Author : Susan Fowler
language : en
Publisher: Berrett-Koehler Publishers
Release Date : 2017-02-27
Why Motivating People Doesn T Work And What Does written by Susan Fowler 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 2017-02-27 with Business & Economics categories.
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!
Beyond Traditional Marketing
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Author : Kamran Kashani
language : en
Publisher: John Wiley & Sons
Release Date : 2005-09-27
Beyond Traditional Marketing written by Kamran Kashani and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005-09-27 with Business & Economics categories.
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.
Change Your Questions Change Your Life
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Author : Adams Marilee
language : en
Publisher: ReadHowYouWant.com
Release Date : 2010-05
Change Your Questions Change Your Life written by Adams Marilee and has been published by ReadHowYouWant.com this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-05 with Self-Help categories.
The first edition of Marilee Adams's book introduced a surprising, life-altering truth: any of us can literally change our lives simply by changing the questions we ask, especially those we ask ourselves. We can ask questions that open us to learning, connection, satisfaction, and success. Or we can ask questions that impede progress and keep us from getting results we want. Asking ''What great things could happen today?'' creates very different expectations, moods, and energy than asking ''What could go wrong today?'' Many readers reported that they found themselves asking better questions before they even finished reading the book! This is the key insight that the book's hero, Ben Knight, learns from his executive coach as the story of his transformative journey unfolds, eventually leading to breakthroughs that save his career as well as his marriage. His success rests on having become a ''question man'' and an inquiring leader rather than a judgmental, know-it-all answer man.In this extensively revised second edition, Adams has made the story even more illuminating and helpful, adding three new chapters as well as three powerful new tools. Change Your Questions, Change Your Life is practical yet simple, giving readers an entertaining, step-by-step guide to a technique that will transform their personal and professional lives. Great results really do begin with great questions - Marilee Adams shows you how to ask them!
The 4 Stages Of Psychological Safety
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Author : Timothy R. Clark
language : en
Publisher: Berrett-Koehler Publishers
Release Date : 2020-03-03
The 4 Stages Of Psychological Safety written by Timothy R. Clark 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 2020-03-03 with Business & Economics categories.
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.
Entrepreneur Revolution
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Author : Daniel Priestley
language : en
Publisher: John Wiley & Sons
Release Date : 2018-05-11
Entrepreneur Revolution written by Daniel Priestley and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-05-11 with Business & Economics categories.
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.