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Readers Guide To Achieving Excellence In Dealer Distributor Performance
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Book Synopsis Reader's Guide to Achieving Excellence in Dealer/Distributor Performance by : Walter McDonald
Download or read book Reader's Guide to Achieving Excellence in Dealer/Distributor Performance written by Walter McDonald and published by Createspace Independent Publishing Platform. This book was released on 2018-05-16 with total page 56 pages. Available in PDF, EPUB and Kindle. Book excerpt: What is a Reader's Guide? This Reader's Guide, by Walter McDonald, delivers a practical introduction to Achieving Dealer Excellence in Dealer Distributor Performance, guiding readers towards a thorough understanding of the text. You will see the back story and gain insights as to why each section is important. This Guide pinpoints highlights areas that could be especially valuable to you in your dealer business. I detail what actions you can take to gain and maintain significant competitive advantage. This Reader's Guide provides the background story and Walter's aspirations that this work will help you become more successful. Keep in mind, at 377 pages, Achieving Excellence in Dealer/Distributor Performance is a very comprehensive text. So, please take your time. Walter suggests you read one section and then reflect on the management tools and best practices presented. Use post-it notes to mark pages you would like to discuss with him. Walter would welcome your questions and comments: [email protected]
Book Synopsis Achieving Excellence in Dealer/Distributor Performance by :
Download or read book Achieving Excellence in Dealer/Distributor Performance written by and published by Createspace Independent Publishing Platform. This book was released on 2015-06-09 with total page 377 pages. Available in PDF, EPUB and Kindle. Book excerpt: Achieving Excellence in Dealer/Distributor Performance offers in-depth management coaching in each of these areas -- machinery sales, rentals, service, parts and customer training and retention, and is filled with practical programs to strengthen and increase profitability, cash flow and customer retention.Improving an industrial equipment business has four requirements:1. Measure the dealership against proper benchmark metrics. These 48 Critical Profit Variables are covered in detail in this text.2. Determine where you stand, find the gaps in your performance, Comprehensive self-assessment tools are provided.3. Identify "best practices" of high-performance dealers. Recommendations are made for each business area.4. Energize your company into a continuous improvement program. Numerous team discussion projects are included in the text. McDonald Group Institute for Dealer Development founder and author Walter McDonald has based this text on 40 years' experience in dealer management consulting and over 2,650 dealer management workshops.In many ways, this book is a written reflection of Walt's live dealer management seminars. If you are familiar with his work, you know that he focuses on the real value generating activities of the business. He is in the trenches with the dealer managers and field sales and aftermarket reps who create real value and make it happen every hour of every day in the dealership.McDonald's dealer management guide is an absorbing refresher for informed senior executives and a highly useful handbook for those future dealer leaders and related OEM managers on the way up.This dealer guide actually contains two books, one book with benchmarks and advice on what the numbers mean and the second book on how to improve the numbers. This manuscript could have been subtitled: 'real metrics, real solutions.' The dealer/distributor can analyze its business operations through the performance yardsticks presented in this timely publication.By Nick W. McGaughey, CPA, "This dealer text is very well thought out, well written, easy to read and follow. I believe it will be very beneficial to dealer principals and operating managers.By Dr. Shankar Basu, CEO Toyota-Lift of Los AngelesI particularly like the section 'How This Book Can Help' included early on in the work to help the user focus in on their primary trouble spot. I also appreciate the inclusion of the page on 'Terminology.' I think it does a good job of setting up the frame of reference for the user. By Jim JohnsonFormer Dealer Development ManagerNavistarI think dealer principals, operations and general managers, and sales, parts, service and rentals could all use this book. I can see value in taking this as a group reading project in our dealership and having weekly discussions on certain chapters.By George M. KeenOperations ManagerNew Virginia TractorI very much believe this will be a very beneficial tool to any dealership wanting to set achievement points to their success in all areas of operation.By Mike O'DonnellPresident & CEOStuart Tank SalesThis type of manual for a Dealer Principal is new and I think it is needed.By Bill L. RyanPresidentLiftOneEverything in this book is on target and relevant to running a successful dealership in today's world.By John ShearerGeneral Manager Construction and Forestry4Rivers EquipmentThis book has given me the opportunity to reflect, review and compare our current processes to the industry specific benchmarks that are discussed in the book. This effort has challenged me to go back to the basics of good business and review those (points) with others in our organization. By Stuart Thompson PresidentGarrison Toyota Material HandlingThis is a new manager training tool. I think new line managers should be reading this book so they understand how a Dealer Principal thinks when he looks at his business metrics and challenges.By Joe Verzino PresidentLifTech
Book Synopsis Reader's Guide to Strategies, Tactics, Operations for Achieving Dealer Excellenc by : Walter McDonald
Download or read book Reader's Guide to Strategies, Tactics, Operations for Achieving Dealer Excellenc written by Walter McDonald and published by Createspace Independent Publishing Platform. This book was released on 2018-05-16 with total page 60 pages. Available in PDF, EPUB and Kindle. Book excerpt: What is a Reader's Guide? This Reader's Guide, by the Author, Walter J. McDonald, delivers a practical introduction to Strategies, Tactics, Operations for Achieving Dealer Excellence. It guides readers towards a thorough understanding of the text. You will see the back story and gain insights as to why each section is important. This Guide pinpoints highlights areas that could be especially valuable to you in your dealer business. Walter details what actions you can take to gain and maintain significant competitive advantage. This Reader's Guide provides the background story and Walter's aspirations that this work will help you become more successful. Keep in mind, at 564 pages, Strategies, Tactics, Operations for Achieving Dealer Excellence is a very comprehensive text. So, please take your time. Walter suggests you read one section and then reflect on the management tools and best practices presented. Use post-it notes to mark pages you would like to discuss with him. Walter would welcome your questions and comments: [email protected]
Book Synopsis Strategies, Tactics, Operations for Achieving Dealer Excellence by : Walter J. Mcdonald
Download or read book Strategies, Tactics, Operations for Achieving Dealer Excellence written by Walter J. Mcdonald and published by Createspace Independent Publishing Platform. This book was released on 2016-11-25 with total page 564 pages. Available in PDF, EPUB and Kindle. Book excerpt: Available NOW! "Strategies, Tactics, Operations for Achieving Dealer Excellence" is the second volume in McDonald's Master's Program in Dealer Management. It is the companion to his highly regarded, "Achieving Excellence in Dealer/Distributor Performance." "Strategies, Tactics, Operations" is the Comprehensive Guide to building Revenue Center management strengths. McDonald provides a roadmap to deploy highly competitive operations in New and Used Machinery Sales, Rentals Service and Parts. The Master's Program in Dealer Management Executives who utilize these texts in their business are achieving Master's Level insight into dealer management problems. Until now, there was only "tribal knowledge" of best ways to approach and solve dealer operations problems. At last, this "tribal knowledge" has been written indexed in the form of 500 documented Best Practices. THE THREE-VOLUME MASTER'S PROGRAM IN DEALER MANAGEMENT: Book One: "Achieving Excellence in Dealer/Distributor Performance" The first volume in the Dealer Development series, "Achieving Excellence in Dealer/Distributor Performance" focuses on how to optimize quantitative results . This text focuses on the 48 Critical Profit Variables or Performance Benchmark Standards for the five Dealer Revenue Centers: New and Used Machinery Sales, Rentals, Parts and Service. Book Two: "Strategies, Tactics, Operations for Achieving Dealer Excellence" This second volume, begins with building a Strategic Vision and provides a practical "how to" process for creating a winning Strategy. What assets do you use and where? Walter defines the characteristics of Operations Excellence in each revenue center. You examine 500 Best Business Practices of World-Class Dealers. Which are appropriate for you? Which must you do well to gain competitive advantage? Book Three: "Dealer Problem-Solving Handbook"" McDonald's "Dealer Problem-Solving Handbook" is a comprehensive trouble-shooting tool. Sales and Operations Problems are listed by Revenue Center. Causes are discussed and possible solutions are referenced in detail by page in his two texts: "Achieving Excellence in Dealer/Distributor Performance" and "Strategies, Tactics, Operations for Achieving Dealer Excellence." What Dealers are saying: Doug Taylor, President, Owner, Earthborne Trucks and Equipment I initially became acquainted with Walter through reading his first book, "Achieving Excellence in Dealer/Distributor Performance." I read the book many times. The insight it gave me into my own dealership made me wish I had been given this book at the beginning of my career. We were able to apply many of the tools and concepts suggested by Walter in his book to our construction equipment and heavy-duty truck business. Now, after reading Walter's "Strategies, Tactics, Operations for Achieving Dealer Excellence" and understanding how we have applied many of these principals to building our growth and profitability plan, I am confident that my company will be positioned to grow in our market. Applying the right strategy will allow us to execute the changes we need, the first time, and within the reach of our companies resources. Dealers who utilize the Revenue Center Best Practice Audits will be able to identify strengths and weaknesses, will quickly start prioritizing the biggest opportunities for improving their dealerships. For us, a quick comparison of each manager's top 5 weaknesses started to set the framework for revenue center action plans. Dealers who Benchmark their operations against the recommended 48 Critical Profit Variables will be able to rank, by priority, which business areas offer the most incremental profit and growth. I personally encourage every equipment Dealer Principal to at least get Walter's two volume set of Dealer Development books on the principals and practices of Excellence in Dealer Management and get those books in the hands of every key person at the dealership.
Book Synopsis Dealer Problem-Solving Handbook by : Walter J. Mcdonald
Download or read book Dealer Problem-Solving Handbook written by Walter J. Mcdonald and published by Createspace Independent Publishing Platform. This book was released on 2017-01-05 with total page 88 pages. Available in PDF, EPUB and Kindle. Book excerpt: Walter J. McDonald's Dealer Problem-Solving Handbook is the resource guide or concordance to his first two volumes in his "Dealer Development Portfolio." This text is a comprehensive problem-solving, trouble-shooting tool for dealer management. Dealer Operations and Sales Problems are listed by Revenue Center. Causes are discussed and possible solutions are referenced in detail by page in books one and two: "Achieving Excellence in Dealer/Distributor Performance" and "Strategies, Tactics, Operations for Achieving Dealer Excellence" Each dealer performance deficiency is shown in the Handbook with possible cause(s) and locations of potential Corrective Action(s) in the first two texts. "Achieving Excellence in Dealer/Distributor Performance" focuses on how to optimize quantitative results in Dealer Revenue Center Operations and Financial Performance. This text focuses on the 48 Critical Profit Variables or Benchmark Performance Standards for the five Dealer Revenue Centers: New and Used Machinery Sales, Rentals, Parts and Service. "Strategies, Tactics, Operations for Achieving Dealer Excellence" is the comprehensive guide to building Revenue Center management strengths based on World Class Dealer Best Practices. In this work McDonald provides a roadmap on ways to structure and deploy highly competitive dealer operations in New and Used Machinery Sales, Rentals Service and Parts. "Strategies, Tactics, Operations for Achieving Dealer Excellence" is the comprehensive guide to building Revenue Center management strengths based on World Class Dealer Best Practices. McDonald provides a roadmap on ways to structure and deploy highly competitive dealer operations in New and Used Machinery Sales, Rentals Service and Parts. McDonald's "Master's Program in Dealer Management" now also includes this third volume, the "Dealer Problem-Solving Handbook." This is the highly-useful reference guide to the over 950 pages of his first two books. Problems are listed by Dealer Revenue Center with guides to finding potential solutions in both the "Achieving Excellence" and "Strategies, Tactics, Operations" texts. Comments by Industry Executives: Over the years Walt has amassed a plethora of valuable information and insight on what makes a successful equipment distribution business. Those of us who have participated in any of his workshops appreciate the passion he has to help improve performance. These are not passive events where we are lectured to all day. Benchmarking, challenging reflection, brainstorming solution options through best practices, discussions with peers - all focused on identifying and validating decisions we need to make. We are all lucky he made the effort to organize his knowledge in a format that will have on-going value for our industry for generations to come. Walt's third volume, the "Dealer Problem-Solving Handbook" in his "Master's in Dealer Management" compilation, has more tools for success available than we could of imagined a decade ago. Get started now so your journey to success is well underway. And, now this third volume is available to provide stimulation and support to sustain your momentum. Mr. John M. Vandy is currently the President of Exotex, Inc., and Vice President and General Manager of GTherm Energy, Inc. Formerly: Training Manager, J.I. Case Corporation
Book Synopsis Workbook and Study Guide for the Master's Program in Dealer Management by : Walter McDonald
Download or read book Workbook and Study Guide for the Master's Program in Dealer Management written by Walter McDonald and published by . This book was released on 2017-04-17 with total page 80 pages. Available in PDF, EPUB and Kindle. Book excerpt: This Workbook and Study Guide brings together significant elements of all three texts in "The Master's Program in Dealer Management" into a Profitable Dealer Strategy Development and Operations Improvement Program. The three texts include:-Achieving Excellence in Dealer/Distributor Performance - Strategies, Tactics, Operations for Achieving Dealer Excellence -The Dealer Problem-Solving Handbook The Workbook and Study Guide is designed for the Dealer Principal/Senior Executive who wishes to improve the overall profitability, market share, cash flow and customer retention of the dealership. It also serves as a "leader's guide" to organizational development and positive change. I have included many of the operational analysis exercises and discussion assignments from my "Master's Program in Dealer Management Workshop" with detailed instructions on how to best utilize them in your sales and profit improvement efforts.Be sure to carefully review the "Road Map for The Master's Program in Dealer Management" illustrated on page 12. Here you will see how the book is organized and how content from each text contributes to the development of your Remedial Action Plans.Walter J. McDonald
Book Synopsis Collaborative Selling by : Tony Alessandra
Download or read book Collaborative Selling written by Tony Alessandra and published by Wiley. This book was released on 1993-10-01 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Collaborative Selling How to Gain the Competitive Advantage in Sales "Quality was the key word for success in the ’80s. Team selling that makes the customer a true partner will be the point of differentiation in the ’90s. Collaborative Selling lays out a clear road map for value-added marketing." —Buck Rodgers Former Vice President of Marketing, IBM Corporation Author, The IBM Way "The traditional ‘hard sell’ approach to customers is passé successful selling in the ’90s requires building a partnership with customers. Collaborative Selling tells you how to develop a cooperative, long-term relationship with your customers." —Og Mandino Author, The Greatest Salesman in the World "Tony and Rick are masters of win-win communications. Their new book will take you above and beyond the competition." —Denis Waitley Author, The New Dynamics of Winning "Collaborative Selling offers a fresh, new look at the art of selling that focuses on solving customers’ problems and meeting your customers’ needs." —Dr. Charles Garfield, President The Charles Garfield Group Based on a dynamic new approach proven in sales training programs in some of the nation’s most successful companies, Collaborative Selling supplies a results-driven, six-step communication and problem-solving program that helps you accurately target your market…identify and contact your best prospects, explore and meet their needs and expectations, then work collaboratively to select the solutions that reward you both.
Book Synopsis Achieving Excellence Through Customer Service by : John Tschohl
Download or read book Achieving Excellence Through Customer Service written by John Tschohl and published by Best Sellers Publishing. This book was released on 1996 with total page 388 pages. Available in PDF, EPUB and Kindle. Book excerpt: Promotes the theory that superior customer service leads to a superior business organisation
Download or read book Lean Thinking written by James P. Womack and published by Simon and Schuster. This book was released on 2013-09-26 with total page 365 pages. Available in PDF, EPUB and Kindle. Book excerpt: Lean Thinking was launched in the fall of 1996, just in time for the recession of 1997. It told the story of how American, European, and Japanese firms applied a simple set of principles called 'lean thinking' to survive the recession of 1991 and grow steadily in sales and profits through 1996. Even though the recession of 1997 never happened, companies were starving for information on how to make themselves leaner and more efficient. Now we are dealing with the recession of 2001 and the financial meltdown of 2002. So what happened to the exemplar firms profiled in Lean Thinking? In the new fully revised edition of this bestselling book those pioneering lean thinkers are brought up to date. Authors James Womack and Daniel Jones offer new guidelines for lean thinking firms and bring their groundbreaking practices to a brand new generation of companies that are looking to stay one step ahead of the competition.
Book Synopsis Competitive Advantage by : Michael E. Porter
Download or read book Competitive Advantage written by Michael E. Porter and published by Simon and Schuster. This book was released on 2008-06-30 with total page 592 pages. Available in PDF, EPUB and Kindle. Book excerpt: Now beyond its eleventh printing and translated into twelve languages, Michael Porter’s The Competitive Advantage of Nations has changed completely our conception of how prosperity is created and sustained in the modern global economy. Porter’s groundbreaking study of international competitiveness has shaped national policy in countries around the world. It has also transformed thinking and action in states, cities, companies, and even entire regions such as Central America. Based on research in ten leading trading nations, The Competitive Advantage of Nations offers the first theory of competitiveness based on the causes of the productivity with which companies compete. Porter shows how traditional comparative advantages such as natural resources and pools of labor have been superseded as sources of prosperity, and how broad macroeconomic accounts of competitiveness are insufficient. The book introduces Porter’s “diamond,” a whole new way to understand the competitive position of a nation (or other locations) in global competition that is now an integral part of international business thinking. Porter's concept of “clusters,” or groups of interconnected firms, suppliers, related industries, and institutions that arise in particular locations, has become a new way for companies and governments to think about economies, assess the competitive advantage of locations, and set public policy. Even before publication of the book, Porter’s theory had guided national reassessments in New Zealand and elsewhere. His ideas and personal involvement have shaped strategy in countries as diverse as the Netherlands, Portugal, Taiwan, Costa Rica, and India, and regions such as Massachusetts, California, and the Basque country. Hundreds of cluster initiatives have flourished throughout the world. In an era of intensifying global competition, this pathbreaking book on the new wealth of nations has become the standard by which all future work must be measured.
Download or read book Results written by Bruce A. Pasternack and published by Crown Business. This book was released on 2005-10-18 with total page 265 pages. Available in PDF, EPUB and Kindle. Book excerpt: Every company has a personality. Does yours help or hinder your results? Does it make you fit for growth? Find out by taking the quiz that’s helped 50,000 people better understand their organizations at OrgDNA.com and to learn more about Organizational DNA. Just as you can understand an individual’s personality, so too can you understand a company’s type—what makes it tick, what’s good and bad about it. Results explains why some organizations bob and weave and roll with the punches to consistently deliver on commitments and produce great results, while others can’t leave their corner of the ring without tripping on their own shoelaces. Gary Neilson and Bruce Pasternack help you identify which of the seven company types you work for—and how to keep what’s good and fix what’s wrong. You’ll feel the shock of recognition (“That’s me, that’s my company”) as you find out whether your organization is: • Passive-Aggressive (“everyone agrees, smiles, and nods, but nothing changes”): entrenched underground resistance makes getting anything done like trying to nail Jell-O to the wall • Fits-and-Starts (“let 1,000 flowers bloom”): filled with smart people pulling in different directions • Outgrown (“the good old days meet a brave new world”): reacts slowly to market developments, since it’s too hard to run new ideas up the flagpole • Overmanaged (“we’re from corporate and we’re here to help”): more reporting than working, as managers check on their subordinates’ work so they can in turn report to their bosses • Just-in-Time (“succeeding, but by the skin of our teeth”): can turn on a dime and create real breakthroughs but also tends to burn out its best and brightest • Military Precision (“flying in formation”): executes brilliant strategies but usually does not deal well with events not in the playbook • Resilient (“as good as it gets”): flexible, forward-looking, and fun; bounces back when it hits a bump in the road and never, ever rests on its laurels For anyone who’s ever said, “Wow, that’s a great idea, but it’ll never happen here” or “Whew, we pulled it off again, but I’m tired of all this sprinting,” Results provides robust, practical ideas for becoming and remaining a resilient business. Also available as an eBook From the Hardcover edition.
Book Synopsis Good Strategy Bad Strategy by : Richard Rumelt
Download or read book Good Strategy Bad Strategy written by Richard Rumelt and published by Currency. This book was released on 2011-07-19 with total page 338 pages. Available in PDF, EPUB and Kindle. Book excerpt: Good Strategy/Bad Strategy clarifies the muddled thinking underlying too many strategies and provides a clear way to create and implement a powerful action-oriented strategy for the real world. Developing and implementing a strategy is the central task of a leader. A good strategy is a specific and coherent response to—and approach for—overcoming the obstacles to progress. A good strategy works by harnessing and applying power where it will have the greatest effect. Yet, Rumelt shows that there has been a growing and unfortunate tendency to equate Mom-and-apple-pie values, fluffy packages of buzzwords, motivational slogans, and financial goals with “strategy.” In Good Strategy/Bad Strategy, he debunks these elements of “bad strategy” and awakens an understanding of the power of a “good strategy.” He introduces nine sources of power—ranging from using leverage to effectively focusing on growth—that are eye-opening yet pragmatic tools that can easily be put to work on Monday morning, and uses fascinating examples from business, nonprofit, and military affairs to bring its original and pragmatic ideas to life. The detailed examples range from Apple to General Motors, from the two Iraq wars to Afghanistan, from a small local market to Wal-Mart, from Nvidia to Silicon Graphics, from the Getty Trust to the Los Angeles Unified School District, from Cisco Systems to Paccar, and from Global Crossing to the 2007–08 financial crisis. Reflecting an astonishing grasp and integration of economics, finance, technology, history, and the brilliance and foibles of the human character, Good Strategy/Bad Strategy stems from Rumelt’s decades of digging beyond the superficial to address hard questions with honesty and integrity.
Book Synopsis Total Construction Management by : John S. Oakland
Download or read book Total Construction Management written by John S. Oakland and published by Taylor & Francis. This book was released on 2017-02-17 with total page 610 pages. Available in PDF, EPUB and Kindle. Book excerpt: A convergence of lean management and quality management thinking has taken place in organizations across many industries, including construction. Practices in procurement, design management and construction management are all evolving constantly and understanding these changes and how to react is essential to successful management. This book provides valuable insights for owners, designers and constructors in the construction sector. Starting by introducing the language of total quality, lean and operational excellence, this book takes the reader right up to the latest industry practice in this sector, and demonstrates the best way to manage change. Written by two of the world's leading experts, Total Construction Management: Lean quality in construction project delivery offers a clearly structured introduction to the most important management concepts and practices used in the global construction industry today. This authoritative book covers issues such as procurement, BIM, all forms of waste, construction safety, and design and construction management, all explained with international case studies. It is a perfect guide for managers in all parts of the industry, and ideal for those preparing to enter the industry.
Download or read book Love Works written by Joel Manby and published by HarperChristian + ORM. This book was released on 2020-03-17 with total page 250 pages. Available in PDF, EPUB and Kindle. Book excerpt: Updated and Expanded Edition of the Leadership Bestseller Harness the meaning of love, the verb, to improve your corporate culture and bottom line with the help of Joel Manby, former President and CEO of both SeaWorld Parks & Entertainment and Herschend Enterprises. Joel won the respect of America with his appearance on the CBS reality TV series Undercover Boss. A highly successful corporate executive, Joel Manby is unlike most other CEOs. As the 18 million viewers of Undercover Boss witnessed, Manby has a unique style of leadership--servant leadership--which has a profound impact on his employees. In this updated and expanded edition of Love Works, Manby demonstrates that leading with love is effective even in extremely difficult business environments, which he experienced at SeaWorld. With an all-new introduction and two additional chapters, Manby shares more of his own leadership and personal stories, giving insight that will help you become a more effective leader by: Cultivating a culture that builds improved employee engagement and long-term success Outlining seven time-proven principles that break down the natural walls within the workplace Overcoming personal failures at work and home Empowering your managers and employees Disarming difficulties in the workplace Discover the truth of the power of love to change the course of your business and your life today!
Book Synopsis Management Information Systems by : Kenneth C. Laudon
Download or read book Management Information Systems written by Kenneth C. Laudon and published by Pearson Educación. This book was released on 2004 with total page 618 pages. Available in PDF, EPUB and Kindle. Book excerpt: Management Information Systems provides comprehensive and integrative coverage of essential new technologies, information system applications, and their impact on business models and managerial decision-making in an exciting and interactive manner. The twelfth edition focuses on the major changes that have been made in information technology over the past two years, and includes new opening, closing, and Interactive Session cases.
Book Synopsis Principles of Strategic Management by : Tony Morden
Download or read book Principles of Strategic Management written by Tony Morden and published by Routledge. This book was released on 2016-04-15 with total page 638 pages. Available in PDF, EPUB and Kindle. Book excerpt: Now published in its Third Edition, Principles of Strategic Management by Tony Morden is a proven textbook that offers a comprehensive introduction to the study and practice of strategic management. This new edition covers the fundamentals of strategic analysis and planning, strategy formulation, strategic choice, and strategy implementation. It contains new material on leadership and corporate governance, and on the strategic management of time, risk, and performance. There is a new chapter on the key issue of crisis and business continuity management. The book retains the strong international flavour of its predecessors. The book is constructed in sharply focused Parts and Chapters. The text is then broken down into accessible Sections. The presentation is clear and reader-friendly. Principles of Strategic Management is ideal for use on undergraduate, conversion masters, and MBA courses in business and management. Its reader-friendly approach also makes it suitable for block-release type courses, distance-learning programmes, self-directed study, in-company training, and continuing personal professional development.
Book Synopsis 50 Activities for Achieving Excellent Customer Service by : Darryl S. Doane
Download or read book 50 Activities for Achieving Excellent Customer Service written by Darryl S. Doane and published by Human Resource Development. This book was released on 2003 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: Increase the creativity and skill level of customer service representatives, demonstrate what excellent customer service is, provide insights and practice to improve customer service, develop your own organization's bank of customer service learning situations.
