People Centric Skills

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People-Centric Skills

Author : Danny M. Goldberg
Publisher : John Wiley & Sons
ISBN 13 : 1119669316
Total Pages : 213 pages
Book Rating : 4.1/5 (196 download)

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Book Synopsis People-Centric Skills by : Danny M. Goldberg

Download or read book People-Centric Skills written by Danny M. Goldberg and published by John Wiley & Sons. This book was released on 2020-07-13 with total page 213 pages. Available in PDF, EPUB and Kindle. Book excerpt: Use your interpersonal and communication skills as a financial professional to work successfully with clients Embark on a journey to further develop your career when you read People-Centric Skills: Interpersonal and Communication Skills for Financial Professionals, 2nd Edition. Business leaders consider employee communication skills and critical thinking abilities as essential elements for success. In their work, all professionals must communicate clearly and rely on their interpersonal skills to be successful. This second edition of People-Centric Skills shares the fictional story of Dalton Zimmer, executive coach and public speaker. Dalton, all the while juggling his business, kids and social life, provides coaching and communication strategies for handling challenging situations faced by his clients. This insightful narrative will help you expand communication and soft skills as a CPA, auditor, financial planner or other financial professional. As Generation Z is entering the work force, the communication gap between Z and Boomers or Generation X is widening significantly. New to the second edition, you’ll find a discussion of communication between generations and how to bridge them as a financial professional. You can be a more people-centric leader as you engage with a wide range of clients and associates. This book can be a first step to improving interpersonal and communication skills as you continue to develop in your career.

People-Centric Skills

Author : Danny M. Goldberg
Publisher : John Wiley & Sons
ISBN 13 : 1118850815
Total Pages : 192 pages
Book Rating : 4.1/5 (188 download)

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Book Synopsis People-Centric Skills by : Danny M. Goldberg

Download or read book People-Centric Skills written by Danny M. Goldberg and published by John Wiley & Sons. This book was released on 2014-07-28 with total page 192 pages. Available in PDF, EPUB and Kindle. Book excerpt: Business Professionals, to be Truly Effective and Advance in their Careers, Must Master their People-Centric Skills. People-Centric Skills: Interpersonal and Communication Skills for Auditors and Business Professionals is a comprehensive guide to the "soft skills" that make technical professionals more effective. People-Centric Skills aim to improve all aspects of personal interactions, relationship development, and communication. These skills are as essential to success as are technical capabilities. This is the story of a leading internal audit department taking that next step to becoming a world-class audit organization in a fictional company. The foundation of that next step is developing their People-Centric Skills. The book demonstrates the impact that interpersonal and communication skills – whether good or bad – have on an auditor's effectiveness, job, and career. Readers will be able to empathize with the characters, and relate to the real-life situations in which they find themselves. Each chapter features a summary of key People-Centric points and guidelines that will help readers apply what they've learned to their own projects and departments. In a 2013 study sponsored by the Institute of Internal Auditors ("IIA"), the seven key attribute areas identified to be a successful auditor include relationship building, partnering, communications, teamwork, diversity, continuous learning and integrity. Unfortunately, most professionals never obtain these skills as part of their college degrees, certifications and other ongoing training. They are left to their own devices when it comes to developing these talents. The book follows an easy-to-read fictional narrative to highlight areas for improvement, and uses common scenarios to illustrate how to apply the lessons. People-Centric Skills: Interpersonal and Communication Skills for Auditors and Business Professionals focuses on many of these critical attributes. Topics include: Conflict Management Coaching and Mentoring Building an Effective Team and Team Dynamics Team Leadership Partnering and Relationship Building Effective Meeting Practices Brainstorming and Multivoting Assessing Corporate Culture Active Listening Non-verbal Communications Consensus Building These skills apply not only to internal auditors but also transfer across a broad range of business professions and industries, and from professional to personal life. They open doors, establish effective relationships, improve effectiveness, and can turn a "no" into a "yes." They are the true differentiator in advancing a career. For an auditor to be truly effective, great people skills are one of the most important tools in the box. People-Centric Skills: Interpersonal and Communication Skills for Auditors and Business Professionals is a straightforward guide to getting along, getting what you want in a constructive manner, and becoming a world-class professional.

People-Centric Skills

Author : Danny M. Goldberg
Publisher : John Wiley & Sons
ISBN 13 : 1119669308
Total Pages : 213 pages
Book Rating : 4.1/5 (196 download)

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Book Synopsis People-Centric Skills by : Danny M. Goldberg

Download or read book People-Centric Skills written by Danny M. Goldberg and published by John Wiley & Sons. This book was released on 2020-07-21 with total page 213 pages. Available in PDF, EPUB and Kindle. Book excerpt: Use your interpersonal and communication skills as a financial professional to work successfully with clients Embark on a journey to further develop your career when you read People-Centric Skills: Interpersonal and Communication Skills for Financial Professionals, 2nd Edition. Business leaders consider employee communication skills and critical thinking abilities as essential elements for success. In their work, all professionals must communicate clearly and rely on their interpersonal skills to be successful. This second edition of People-Centric Skills shares the fictional story of Dalton Zimmer, executive coach and public speaker. Dalton, all the while juggling his business, kids and social life, provides coaching and communication strategies for handling challenging situations faced by his clients. This insightful narrative will help you expand communication and soft skills as a CPA, auditor, financial planner or other financial professional. As Generation Z is entering the work force, the communication gap between Z and Boomers or Generation X is widening significantly. New to the second edition, you’ll find a discussion of communication between generations and how to bridge them as a financial professional. You can be a more people-centric leader as you engage with a wide range of clients and associates. This book can be a first step to improving interpersonal and communication skills as you continue to develop in your career.

Humanize

Author : Jamie Notter
Publisher : Que Publishing
ISBN 13 : 0789741121
Total Pages : 280 pages
Book Rating : 4.7/5 (897 download)

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Book Synopsis Humanize by : Jamie Notter

Download or read book Humanize written by Jamie Notter and published by Que Publishing. This book was released on 2012 with total page 280 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Knowing the tools of social media is a must for successful marketing these days, but the real promise of social media is the way it can teach us a whole new way of doing business. Humanize takes the principles underlying social media's growth and applies them to the way we lead and manage our organizations"--Back cover.

People-Centric Project Management

Author : Richard C. Bernheim
Publisher : Multi-Media Publications Incorporated
ISBN 13 : 9781554891047
Total Pages : 168 pages
Book Rating : 4.8/5 (91 download)

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Book Synopsis People-Centric Project Management by : Richard C. Bernheim

Download or read book People-Centric Project Management written by Richard C. Bernheim and published by Multi-Media Publications Incorporated. This book was released on 2011-04-01 with total page 168 pages. Available in PDF, EPUB and Kindle. Book excerpt: Research has shown that most projects fail not because of technological issues but, rather, issues related to people such as a lack of (or poor) communication, inadequate leadership, unclear lines of authority, and poor motivation. Dealing with individual behaviors, organizational culture, and internal politics can distract a project manager from value-added activities, leading to overwork, stress, and overall project chaos. Using three case studies to frame the analysis, this book illustrates the good, the bad, and the ugly sides of how people can affect a project's outcomes. It also explains the root causes of people issues and how to best deal with them while managing a project. Every project manager faces challenges when dealing with people. Read this book and learn how better to prevent these issues and how to resolve them when they do arrive.

The Eight Essential People Skills for Project Management

Author : Zachary Wong
Publisher : Berrett-Koehler Publishers
ISBN 13 : 1523097949
Total Pages : 255 pages
Book Rating : 4.5/5 (23 download)

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Book Synopsis The Eight Essential People Skills for Project Management by : Zachary Wong

Download or read book The Eight Essential People Skills for Project Management written by Zachary Wong and published by Berrett-Koehler Publishers. This book was released on 2018-12-11 with total page 255 pages. Available in PDF, EPUB and Kindle. Book excerpt: Zachary Wong offers practical strategies, skills, and tools to help project managers diagnose and solve their toughest people problems. Based on decades in the trenches, the book shows how to confront and correct bad behavior, increase team performance and inclusion, turn around difficult people and poor performers, get people to do what you want them to do, boost employee motivation and attitude, reduce change resistance and risk aversion, and manage difficult bosses. Wong believes that the best team leaders are problem-solvers and facilitators, so this book provides problem-solving models and tools to diagnose people problems, and facilitative methods, processes, and techniques to correct them. It's an approach that can be personalized to fit any person or situation. Each skill is explained with a well-balanced mix of case stories, examples, strategies, processes, tools, and techniques along with illustrations, graphics, tables, and other visuals to clarify key concepts and their workplace application. To reinforce the most important learnings, Wong includes a “Memory Card” and “Skill Summary” at the end of each chapter. Nothing is harder than leading people and managing project teams. Being successful takes a combination of knowing human psychology, organizational behaviors, and human factors; having supervisory, process, and communication skills; ensuring good teamwork, high integrity, and strong leadership; and having the ability to integrate and apply these skills to a diverse work team. The Eight Essential People Skills for Project Management is designed for individuals, team leaders, and managers who oversee and coordinate the daily performance of others and who are seeking solutions that they can apply immediately.

People-Centric Organizational Change

Author : Julie Hodges
Publisher : Kogan Page Publishers
ISBN 13 : 1398612561
Total Pages : 289 pages
Book Rating : 4.3/5 (986 download)

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Book Synopsis People-Centric Organizational Change by : Julie Hodges

Download or read book People-Centric Organizational Change written by Julie Hodges and published by Kogan Page Publishers. This book was released on 2024-02-03 with total page 289 pages. Available in PDF, EPUB and Kindle. Book excerpt: The only way to achieve successful business change is by engaging employees and making the transformation people-centric. This book explains how to achieve this. Written by a leading voice in the change management industry who has both academic and practitioner experience, People-Centric Organizational Change is a practical guide for change professionals and postgraduate students. It covers everything from what people-centric change is and why it's essential to engage people with the change through to the importance of the communication of change and how to do this effectively with a distributed workforce in a hybrid working environment. Using evidence-based research, this book fully explores the human dynamic of change, explains how to promote collaboration between colleagues and shows how to involve line managers in the change process. There is also advice on how to encourage staff to see change as an opportunity rather than a threat. People-Centric Organizational Change also includes discussion of the impact of change on employee wellbeing as well as the relationship between Equality, Diversity and Inclusion (EDI) and change. There is also advice on how to build people-centric initiatives into an overall change strategy. It is full of country agnostic tools and tips that can be used across cultures as well as frameworks and skills that can be applied in public, private and third sector settings. Global case studies and examples throughout help to put the content into context and show how a people-first approach to change works in practice. Online resources include PowerPoint slides for each chapter.

The People Centered Economy

Author : David Nordfors
Publisher : Independently Published
ISBN 13 : 9781729145920
Total Pages : 394 pages
Book Rating : 4.1/5 (459 download)

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Book Synopsis The People Centered Economy by : David Nordfors

Download or read book The People Centered Economy written by David Nordfors and published by Independently Published. This book was released on 2018-10-23 with total page 394 pages. Available in PDF, EPUB and Kindle. Book excerpt: AI is cutting labor costs and workers are struggling to be valuable. The People Centered Economy (PCE) is a 'Copernican Revolution' placing people, not tasks, at the center of the economy. PCE has a handy definition of the economy: people create and exchange value, served by organization. In PCE, innovation makes people value each other more (not less) and the answer to the 'future of work' is simple: people need as much innovation for earning as there is for spending. Today there is almost none there is an untapped multi-trillion dollar market waiting to be built by "the new ecosystem for innovating jobs." The book presents new ideas, models and policies for entering a competitive people-centered economy. Co-authors, leaders from the new ecosystem, present hands-on cases from the business of raising the value of people and helping them earn a good livelihood: V R Ferose, Lorien Pratt, Sudipto Dasgupta, Ganapathy Subramanian, Thorkil Sonne, Jason Palmer, Allen Blue, Patricia Olby Kimondo, Jamie Merisotis, Jacob Hsu, Tess Posner, Monique Jeanne Morrow, Daniel Pianko, Gi Fernando Wendy Guillliesm Derek Ozkal, Jim Clifton, Sven Otto Littorin and Guido Van Nispen.

The Art of People

Author : Dave Kerpen
Publisher : Crown Currency
ISBN 13 : 0553419412
Total Pages : 290 pages
Book Rating : 4.5/5 (534 download)

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Book Synopsis The Art of People by : Dave Kerpen

Download or read book The Art of People written by Dave Kerpen and published by Crown Currency. This book was released on 2016-03-15 with total page 290 pages. Available in PDF, EPUB and Kindle. Book excerpt: What does it take to win success and influence? Some people think that in today’s hyper-competitive world, it’s the tough, take-no-prisoners type who comes out on top. But in reality, argues New York Times bestselling author Dave Kerpen, it’s actually those with the best people skills who win the day. Those who build the right relationships. Those who truly understand and connect with their colleagues, their customers, their partners. Those who can teach, lead, and inspire. In a world where we are constantly connected, and social media has become the primary way we communicate, the key to getting ahead is being the person others like, respect, and trust. Because no matter who you are or what profession you're in, success is contingent less on what you can do for yourself, but on what other people are willing to do for you. Here, through 53 bite-sized, easy-to-execute, and often counterintuitive tips, you’ll learn to master the 11 People Skills that will get you more of what you want at work, at home, and in life. For example, you’ll learn: · The single most important question you can ever ask to win attention in a meeting · The one simple key to networking that nobody talks about · How to remain top of mind for thousands of people, everyday · Why it usually pays to be the one to give the bad news · How to blow off the right people · And why, when in doubt, buy him a Bonsai A book best described as “How to Win Friends and Influence People for today’s world,” The Art of People shows how to charm and win over anyone to be more successful at work and outside of it.

The Simple Truths About Leadership

Author : Larry Peters
Publisher : Springer
ISBN 13 : 3030039587
Total Pages : 158 pages
Book Rating : 4.0/5 (3 download)

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Book Synopsis The Simple Truths About Leadership by : Larry Peters

Download or read book The Simple Truths About Leadership written by Larry Peters and published by Springer. This book was released on 2019-01-10 with total page 158 pages. Available in PDF, EPUB and Kindle. Book excerpt: In the middle of the last decade, businesses have suffered serious harm due to the world-wide economic slowdown/great recession, geopolitical tensions and conflicts, and the very unpredictable nature of our government. In the process of staying the course, many business leaders have made a number of decisions and have taken a number of actions that have done harm to their relationships with their own employees. The resultant psychological contract told employees that their leaders were in it for themselves, for owners and stockholders, for positive reports from Wall Street, for their customer base ... for every stakeholder group other than the people who work there. This book offers a road map for creating a more engaged, committed workforce by adopting and maintaining a People-Centric culture. After describing why commitment and engagement are so important today, the author speaks to how mindsets that reflect an older business reality need to change before any sustainable change in behavior and work culture can occur. This book underscores the role that leaders need to play by embracing 10 Simple Truths that underlie long-term, sustainable business success. Some argue that we may be approaching the next recession, and it is in those down times that businesses will need their people most. Now is the time for leaders to proactively start earning that support and turn their people into their partners rather than just their hired hands. With a case study that describes a true People-Centric leader and that demonstrates what it takes to lead a culture change, this book is a call to action for leaders everywhere to (a) become a People-Centric leader, (b) earn the right to lead others toward this end, and (c) align their company culture with the mindset and capabilities needed to produce and sustain long-term business success. If you are not getting the best from your people, read this book with the goal of turning that around. You will find it to be a good blueprint for leaders who attempt to create a more People-Centric culture.

Business Communication Skills (Common to All)

Author : Ankita Gaur
Publisher : Thakur Publication Private Limited
ISBN 13 : 9357556281
Total Pages : 136 pages
Book Rating : 4.3/5 (575 download)

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Book Synopsis Business Communication Skills (Common to All) by : Ankita Gaur

Download or read book Business Communication Skills (Common to All) written by Ankita Gaur and published by Thakur Publication Private Limited. This book was released on 2023-10-20 with total page 136 pages. Available in PDF, EPUB and Kindle. Book excerpt: e-Books for the first semester of all undergraduate courses in the University of Rajasthan, Jaipur, following the syllabus in accordance with the National Education Policy (NEP) 2020, including skill enhancement courses, have been published by Thakur Publication Pvt. Ltd.

Supply Chain Leadership

Author : Peter W. Robertson
Publisher : Routledge
ISBN 13 : 9781003084044
Total Pages : 190 pages
Book Rating : 4.0/5 (84 download)

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Book Synopsis Supply Chain Leadership by : Peter W. Robertson

Download or read book Supply Chain Leadership written by Peter W. Robertson and published by Routledge. This book was released on 2022 with total page 190 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Supply Chain leaders are key to achieving sustainable supply chain excellence and long-term competitive advantage. This book addresses 'big-picture' supply chain leadership and provides a roadmap and practical advice to help Supply Chain leaders successfully navigate this challenging social and technical environment. The book describes crucial leadership characteristics and explains the actions necessary to develop and appraise the skills in both new and existing leaders. It presents a socio-technical framework, which includes the key aspects of supply chain relationships, the supply chain business environment, overall supply chain competitiveness, supply chain sustainability, and supply chain risks. The book works through the recruitment, training and development of leaders as well as obstacles and risks, to offer a fresh, people-centred approach. Pedagogy to aid learning is incorporated throughout, including an introduction to each chapter explaining the key learnings; tables, diagrams and equations to help visualise the concepts and methods covered; real-life case studies and examples; and end of chapter review questions and assignment tasks. This textbook should be essential reading for Advanced Undergraduate and Postgraduate students of Supply Chain, Logistics and Operations Management. The practice-based and applied approach also makes it valuable for operating Supply Chain leaders and those studying for professional qualifications. Online resources include chapter-by-chapter PowerPoint slides, a test bank of exam questions, and suggested tutorial topics"--

Everybody Matters

Author : Bob Chapman
Publisher : Portfolio
ISBN 13 : 1591847796
Total Pages : 274 pages
Book Rating : 4.5/5 (918 download)

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Book Synopsis Everybody Matters by : Bob Chapman

Download or read book Everybody Matters written by Bob Chapman and published by Portfolio. This book was released on 2015-10-06 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: “Bob Chapman, CEO of the $1.7 billion manufacturing company Barry-Wehmiller, is on a mission to change the way businesses treat their employees.” – Inc. Magazine Starting in 1997, Bob Chapman and Barry-Wehmiller have pioneered a dramatically different approach to leadership that creates off-the-charts morale, loyalty, creativity, and business performance. The company utterly rejects the idea that employees are simply functions, to be moved around, "managed" with carrots and sticks, or discarded at will. Instead, Barry-Wehmiller manifests the reality that every single person matters, just like in a family. That’s not a cliché on a mission statement; it’s the bedrock of the company’s success. During tough times a family pulls together, makes sacrifices together, and endures short-term pain together. If a parent loses his or her job, a family doesn’t lay off one of the kids. That’s the approach Barry-Wehmiller took when the Great Recession caused revenue to plunge for more than a year. Instead of mass layoffs, they found creative and caring ways to cut costs, such as asking team members to take a month of unpaid leave. As a result, Barry-Wehmiller emerged from the downturn with higher employee morale than ever before. It’s natural to be skeptical when you first hear about this approach. Every time Barry-Wehmiller acquires a company that relied on traditional management practices, the new team members are skeptical too. But they soon learn what it’s like to work at an exceptional workplace where the goal is for everyone to feel trusted and cared for—and where it’s expected that they will justify that trust by caring for each other and putting the common good first. Chapman and coauthor Raj Sisodia show how any organization can reject the traumatic consequences of rolling layoffs, dehumanizing rules, and hypercompetitive cultures. Once you stop treating people like functions or costs, disengaged workers begin to share their gifts and talents toward a shared future. Uninspired workers stop feeling that their jobs have no meaning. Frustrated workers stop taking their bad days out on their spouses and kids. And everyone stops counting the minutes until it’s time to go home. This book chronicles Chapman’s journey to find his true calling, going behind the scenes as his team tackles real-world challenges with caring, empathy, and inspiration. It also provides clear steps to transform your own workplace, whether you lead two people or two hundred thousand. While the Barry-Wehmiller way isn’t easy, it is simple. As the authors put it: "Everyone wants to do better. Trust them. Leaders are everywhere. Find them. People achieve good things, big and small, every day. Celebrate them. Some people wish things were different. Listen to them. Everybody matters. Show them."

Kid-Centric Skills

Author : Liora Goldberg
Publisher :
ISBN 13 : 9781719921831
Total Pages : 67 pages
Book Rating : 4.9/5 (218 download)

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Book Synopsis Kid-Centric Skills by : Liora Goldberg

Download or read book Kid-Centric Skills written by Liora Goldberg and published by . This book was released on 2018-09-16 with total page 67 pages. Available in PDF, EPUB and Kindle. Book excerpt: Kid-Centric Skills takes us through the growing pains of a brother and sister and dealing with many issues typical of children in their age range (ages 5-15). Written through the words of Caleb and Liora, they are constantly advised by their dad, a public-speaker and expert in communication skills. Co-Author of the book People-Centric Skills, Mr. Goldberg helps his kids through the many ups and downs of childhood. Topics in this first book include great first impressions, developing leadership skills, learning salesmanship at an early age, handling gossipy friends, negotiating and dealing with bullies. This will be a book every parent will want their children to read....and a book every child will want to read and find valuable!

No Stopping You!

Author : Roger E. Flax
Publisher : Hachette Originals
ISBN 13 : 1538701618
Total Pages : 256 pages
Book Rating : 4.5/5 (387 download)

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Book Synopsis No Stopping You! by : Roger E. Flax

Download or read book No Stopping You! written by Roger E. Flax and published by Hachette Originals. This book was released on 2019-06-04 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: Why do some people succeed tremendously, feel very good about themselves, and simply can't wait for the next day? While others have all the desire, smarts, talent and motivation to greatly succeed, but something's missing... To respected corporate leadership guru Dr. Roger Flax, the answer is simple: winning the game of life begins and ends with relationships. NO STOPPING YOU! HOW TO WIN THE GAME OF LIFE gives you the playbook, along with actionable tools to determine what makes people tick and how to win them over; how to establish instant rapport, trust and credibility; and how to leverage those qualities into outstanding business and personal success, with strong and long-term "win-win" relationships. Reading NO STOPPING YOU! is like a one-on-one private session with the highly sought-after expert Dr. Flax, who covers how to: -Effectively communicate with impact, power, clarity.-Drive towards desired, mutually-beneficial outcomes and results.-Persuade, influence, inspire, motivate, and develop all types of people.-Read people quickly, and adapt your communication style effectively and appropriately,-And make things happen. Flax has lived this dream, winning the game many times over, and has shared his insights and strategies with thousands of people for five decades - in seminars, workshops, international presentations, motivational speeches, and through major media. Now it's time for you to learn to apply these powerful, innovative insights and tools, firsthand. This book gives you actionable tools and techniques that you can apply immediately. It's a hands-on, all-in-one playbook and toolbox that gives you strategies and game plans to accomplish your goals. When you do, there's no stopping you! And you're well on the way to winning the challenging, and very exciting, game of life!

The Service Profit Chain

Author : James L. Heskett
Publisher : Simon and Schuster
ISBN 13 : 1439108307
Total Pages : 345 pages
Book Rating : 4.4/5 (391 download)

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Book Synopsis The Service Profit Chain by : James L. Heskett

Download or read book The Service Profit Chain written by James L. Heskett and published by Simon and Schuster. This book was released on 1997-04-10 with total page 345 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.

The Business of People

Author : Iain Fraser
Publisher : Taylor & Francis
ISBN 13 : 1000711137
Total Pages : 255 pages
Book Rating : 4.0/5 (7 download)

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Book Synopsis The Business of People by : Iain Fraser

Download or read book The Business of People written by Iain Fraser and published by Taylor & Francis. This book was released on 2019-07-25 with total page 255 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Business of People is purposefully focused on people. The book will assist you to develop and support yourself with your people leadership, knowledge, and skills. It is an opportunity to better manage yourself and lead others, including your organization, into the modern volatile, uncertain, complex, and ambiguous (VUCA) world. It is also a sequel to the top-selling book The Business of Portfolio Management: Boosting Organizational Value. Authors Madeleine Taylor and Iain Fraser combine to give you the very best in knowledge and experience in a variety of situations. This is a book that cuts through the nonsense and presents real-world solutions for situations facing leaders today and tomorrow. Shifting from managing people to leading people requires a pivot...Leadership matters because the future is at greater risk without it. Regardless of where you are in your leadership journey I am confident this new book from Madeleine and Iain will be a valuable resource for you. Enjoy the journey, it never ends. —Mark A. Langley, Former President and CEO, Project Management Institute Iain and Madeleine are honest and raw about the challenges faced, and the resiliency needed, to lead in business. —Suzanne M. O’Gorman, Senior Strategic Business Architect, United Healthcare Group In a world where leadership increasingly requires emotional and cultural intelligence skills, this masterpiece couldn’t be any timelier. —Dr. Hilary Aza, Senior Portfolio Manager, Tarrant County, Texas Essential for anyone seeking to better understand their personal leadership and to inform further development. —Rob Loader, Executive, Capital Planning & Delivery, Telstra Corporation The book to me is written from a position of empowerment, cultural acknowledgment, hopefulness, and purpose. —Elissa Farrow, Founder, About Your Transition This book will challenge your own thinking and behaviour and give you an opportunity to develop your adaptability and leadership style for an evolving future. —Thomas Davis, GM, Corporate Services, Capital & Coast District Health Board, New Zealand