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What Great Service Leaders Know And Do
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Book Synopsis What Great Service Leaders Know and Do by : James L. Heskett
Download or read book What Great Service Leaders Know and Do written by James L. Heskett and published by Berrett-Koehler Publishers. This book was released on 2015-09-01 with total page 324 pages. Available in PDF, EPUB and Kindle. Book excerpt: Entire service businesses have been built around the ideas of Heskett, Sasser, and Schlesinger, pioneers in the world of service. Now they test their ideas against the actual experiences of successful and unsuccessful practitioners, as well as against demands of the future, in a book service leaders around the world will use as a guide for years to come. The authors cover every aspect of optimal service leadership: the best hiring, training, and workplace organization practices; the creation of operating strategies around areas such as facility design, capacity planning, queue management, and more; the use—and misuse—of technology in delivering top-level service; and practices that can transform loyal customers into “owners.” Looking ahead, the authors describe the world of great service leaders in which “both/and” thinking replaces trade-offs. It's a world in which new ideas will be tested against the sine qua non of the “service trifecta”—wins for employees, customers, and investors. And it's a world in which the best leaders admit that they don't have the answers and create organizations that learn, innovate, “sense and respond,” operate with fluid boundaries, and seek and achieve repeated strategic success. Using examples of dozens of companies in a wide variety of industries, such as Apollo Hospitals, Châteauform, Starbucks, Amazon, Disney, Progressive Insurance, the Dallas Mavericks, Whole Foods, IKEA, and many others, the authors present a narrative of remarkable successes, unnecessary failures, and future promise.
Download or read book The Secret written by Ken Blanchard and published by Berrett-Koehler Publishers. This book was released on 2014-09-02 with total page 139 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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
Book Synopsis The Secret by : Kenneth H. Blanchard
Download or read book The Secret written by Kenneth H. Blanchard and published by Berrett-Koehler Publishers. This book was released on 2004 with total page 144 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis Great Leaders Grow by : Kenneth H. Blanchard
Download or read book Great Leaders Grow written by Kenneth H. Blanchard and published by Berrett-Koehler Publishers. This book was released on 2012-02-06 with total page 144 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis What Great Service Leaders Know and Do by : James L. Heskett
Download or read book What Great Service Leaders Know and Do written by James L. Heskett and published by Berrett-Koehler Publishers. This book was released on 2015-09 with total page 289 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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. --
Book Synopsis What Great Service Leaders Know and Do by : James L. Heskett
Download or read book What Great Service Leaders Know and Do written by James L. Heskett and published by . This book was released on 2015-09 with total page 556 pages. Available in PDF, EPUB and Kindle. Book excerpt: Entire service businesses have been built around the ideas of Heskett, Sasser, and Schlesinger, pioneers in the world of service. Now they test their ideas against the actual experiences of successful and unsuccessful practitioners, as well as against demands of the future, in a book service leaders around the world will use as a guide for years to come. The authors cover every aspect of optimal service leadership: the best hiring, training, and workplace organization practices; the creation of operating strategies around areas such as facility design, capacity planning, queue management, and more; the use - and misuse - of technology in delivering top - level service; and practices that can transform loyal customers into ''owners.'' Looking ahead, the authors describe the world of great service leaders in which ''both/and'' thinking replaces trade - offs. It's a world in which new ideas will be tested against the sine qua non of the ''service trifecta'' - wins for employees, customers, and investors. And it's a world in which the best leaders admit that they don't have the answers and create organizations that learn, innovate, ''sense and respond, '' operate with fluid boundaries, and seek and achieve repeated strategic success. Using examples of dozens of companies in a wide variety of industries, such as Apollo Hospitals, Châteauform, Starbucks, Amazon, Disney, Progressive Insurance, the Dallas Mavericks, Whole Foods, IKEA, and many others, the authors present a narrative of remarkable successes, unnecessary failures, and future promise.
Book Synopsis John P. Kotter on what Leaders Really Do by : John P. Kotter
Download or read book John P. Kotter on what Leaders Really Do written by John P. Kotter and published by Harvard Business Press. This book was released on 1999 with total page 198 pages. Available in PDF, EPUB and Kindle. Book excerpt: Widely acknowledged as the world's foremost authority on leadership, the author provides a collection of his acclaimed "Harvard Business Review" articles.
Book Synopsis What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms (Large Print 16pt) by : James L. Heskett
Download or read book What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms (Large Print 16pt) written by James L. Heskett and published by ReadHowYouWant. This book was released on 2015-09-01 with total page 440 pages. Available in PDF, EPUB and Kindle. Book excerpt: Entire service businesses have been built around the ideas of Heskett, Sasser, and Schlesinger, pioneers in the world of service. Now they test their ideas against the actual experiences of successful and unsuccessful practitioners, as well as against demands of the future, in a book service leaders around the world will use as a guide for years to come. The authors cover every aspect of optimal service leadership: the best hiring, training, and workplace organization practices; the creation of operating strategies around areas such as facility design, capacity planning, queue management, and more; the use - and misuse - of technology in delivering top - level service; and practices that can transform loyal customers into ''owners.'' Looking ahead, the authors describe the world of great service leaders in which ''both/and'' thinking replaces trade - offs. It's a world in which new ideas will be tested against the sine qua non of the ''service trifecta'' - wins for employees, customers, and investors. And it's a world in which the best leaders admit that they don't have the answers and create organizations that learn, innovate, ''sense and respond, '' operate with fluid boundaries, and seek and achieve repeated strategic success. Using examples of dozens of companies in a wide variety of industries, such as Apollo Hospitals, Chateauform, Starbucks, Amazon, Disney, Progressive Insurance, the Dallas Mavericks, Whole Foods, IKEA, and many others, the authors present a narrative of remarkable successes, unnecessary failures, and future promise."
Book Synopsis The Secret of Teams by : Mark Miller
Download or read book The Secret of Teams written by Mark Miller and published by Berrett-Koehler Publishers. This book was released on 2011-10-03 with total page 146 pages. Available in PDF, EPUB and Kindle. Book excerpt: Teams are critical to the success of every organization. Departmental, interdepartmental, cross-functional, ad hoc, task-specific—teams do everything from planning the office party to setting the annual budget to establishing performance goals. But what separates the teams that really deliver from the ones that simply spin their wheels? What is the secret of high-performance teams? As he did in The Secret, Mark Miller uses a compelling business fable to reveal profound yet easily grasped truths that can dramatically transform any organization. Debbie Brewster, the heroine of The Secret, has been promoted and is now struggling with taking her new team to the next level. Her old mentor, Jeff Brown, the company’s CEO, sends her out to find the secret of teams. On her journey she learns from three very different teams—the Special Forces, NASCAR, and a local restaurant. Debbie and her team discover the three elements that all successful teams have in common. But that’s just the beginning. The devil is in the details, as the story of Debbie’s efforts to actually implement the three elements shows. You’ll learn how to change entrenched ways of thinking and acting, what you have to do to optimize each of the three elements of a successful team, how to measure your progress, and more. Creating high-performance teams does more than just give your organization a competitive advantage. It can be a performance multiplier that significantly improves results while honoring and developing people. It may be the ultimate win-win-win that your organization is seeking.
Book Synopsis Know What You Don't Know by : Michael A. Roberto
Download or read book Know What You Don't Know written by Michael A. Roberto and published by Pearson Prentice Hall. This book was released on 2009-01-29 with total page 228 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Download or read book Start with Why written by Simon Sinek and published by Penguin. This book was released on 2011-12-27 with total page 257 pages. Available in PDF, EPUB and Kindle. Book excerpt: The inspirational bestseller that ignited a movement and asked us to find our WHY Discover the book that is captivating millions on TikTok and that served as the basis for one of the most popular TED Talks of all time—with more than 56 million views and counting. Over a decade ago, Simon Sinek started a movement that inspired millions to demand purpose at work, to ask what was the WHY of their organization. Since then, millions have been touched by the power of his ideas, and these ideas remain as relevant and timely as ever. START WITH WHY asks (and answers) the questions: why are some people and organizations more innovative, more influential, and more profitable than others? Why do some command greater loyalty from customers and employees alike? Even among the successful, why are so few able to repeat their success over and over? People like Martin Luther King Jr., Steve Jobs, and the Wright Brothers had little in common, but they all started with WHY. They realized that people won't truly buy into a product, service, movement, or idea until they understand the WHY behind it. START WITH WHY shows that the leaders who have had the greatest influence in the world all think, act and communicate the same way—and it's the opposite of what everyone else does. Sinek calls this powerful idea The Golden Circle, and it provides a framework upon which organizations can be built, movements can be led, and people can be inspired. And it all starts with WHY.
Book Synopsis Exceptional Leaders Playbook by : Wally Schmader
Download or read book Exceptional Leaders Playbook written by Wally Schmader and published by . This book was released on 2023-03-28 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is the follow-up to the #1 best-selling book, What Exceptional Leaders Know now in its third edition. The book interacts with the reader to make sure that the recommendations are memorable and applicable for every leader.
Book Synopsis Leadership Sustainability: Seven Disciplines to Achieve the Changes Great Leaders Know They Must Make by : Dave Ulrich
Download or read book Leadership Sustainability: Seven Disciplines to Achieve the Changes Great Leaders Know They Must Make written by Dave Ulrich and published by McGraw Hill Professional. This book was released on 2013-04-05 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: MAKE YOUR LEADERSHIP EFFORTS STICK Every day, thousands of people put great effort--and money--into becoming more effective leaders, through seminars, personal coaching, and employee development plans. These undertakings can do wonders to help leaders of all stripes improve their effectiveness. But not every leader finishes what he or she starts--and many revert back to less effective habits, often without even realizing it. How can you ensure that you stick with all the positive changes you have made? How do you make sure you don’t slip back into your old ways? Answer: Leadership Sustainability Dave Ulrich--the man BusinessWeek referred to as the "#1 Management Educator and Guru"--teams up with leadership expert Norm Smallwood to go where no leadership guide has gone. This dream team provides sophisticated, proven leadership sustainability ideas and tools that you can put to use immediately. Leadership Sustainability helps you turn good intentions into effective actions by mastering seven critical disciplines: Simplicity: Focus on the few key behaviors that will have the most impact. Time: Allocate your time so your calendar matches your intentions. Accountability: Take personal responsibility for doing what you say you will do. Resources: Support your leadership with effective, ongoing coaching and HR systems. Tracking: Develop metrics for measuring your leadership improvement. Melioration: Learn from your mistakes and demonstrate resilience. Emotion: Draw on deep personal values to keep yourself motivated. The journey to great leadership doesn't end with learning and implementing effective new skills. Great leadership is about consistency, and the drive for consistency is a never-ending process. Use Leadership Sustainability to ensure leadership greatness today, tomorrow, and for the rest of your life. PRAISE FOR LEADERSHIP SUSTAINABILITY: "Dave and Norm propose a practical approach to solving the problem of leaders turning what they intend into what they do. The seven principles provide a simple and practical way to get things done." -- Ram Charan, coauthor of the New York Times bestselling Execution "Dave and Norm do a great job about teaching leaders not just what to do, but how to make sure that they do it. The ideas in the book are insightful, specific, and actionable." -- Gina Qiao, SVP Human Resources, Lenovo "Finally, a 'how-to' book that is grounded in the real-world dynamics of leading organizations!" -- Dixon Thayer, CEO, HealthNEXT "Dave and Norm provide both an in-depth understanding of why we often fall short and a set of tools for getting on with it." -- Morgan W. McCall, Jr., Professor, Marshall School of Business, University of Southern California, and author of High Flyer "Leaders all over the world will celebrate Dave and Norm’s powerful new gift: the concept of Leadership Sustainability and its seven disciplines." -- Frances Hesselbein, President and CEO, The Frances Hesselbein Leadership Institute "Finally, we have two scholar-practitioners who correctly address evidence that one of every two leaders fails and offer solutions about proper execution that leads to sustainability." -- W. Warner Burke, Professor of Psychology and Education, Teachers College, Columbia University "Dave and Norm understand that one of the keys to success is disciplined continuity and sustainability--which constitute a required core competency among leadership." -- Kathleen Wilson-Thompson, Chief Human Resources Officer, Walgreen Co.
Download or read book Gung Ho! written by Ken Blanchard and published by Harper Collins. This book was released on 1997-10-08 with total page 216 pages. Available in PDF, EPUB and Kindle. Book excerpt: Ken Blanchard and Sheldon Bowles, co-authors of the New York Times business bestseller Raving Fans, are back with Gung Ho! Here is an invaluable management tool that outlines foolproof ways to increase productivity by fostering excellent morale in the workplace. It is a must-read for everyone who wants to stay on top in today's ultra-competitive business world. Raving Fans taught managers how to turn customers into full-fledged fans. Now, Gung Ho! brings the same magic to employees. Through the inspirational story of business leaders Peggy Sinclair and Andy Longclaw, Blanchard and Bowles reveal the secret of Gung Ho--a revolutionary technique to boost enthusiasm and performance and usher in astonishing results for any organization. The three principles of Gung Ho are: The Spirit of the Squirrel The Way of the Beaver The Gift of the Goose These three cornerstones of Gung Ho are surprisingly simple and yet amazingly powerful. Whether your organization consists of one or is listed in the Fortune 500, this book ensures Gung Ho employees committed to success. Gung Ho! also includes a clear game plan with a step-by-step outline for instituting these groundbreaking ideas. Destined to become a classic, Gung Ho! is a rare and wonderful business book that is packed with invaluable information as well as a compelling, page-turning story. Management legend Ken Blanchard and master entrepreneur Sheldon Bowles are back with Gung Ho!, revealing a surefire way to boost employee enthusiasm, productivity, and performance and usher in astonishing results for any organization. Raving Fans brilliantly schooled managers on how to turn customers into raving fans. Gung Ho! now brings the same magic to employees. Here is the story of how two managers saved a failing company and turned in record profits with record productivity. The three core ideas of Gung Ho! are surprisingly simple: worthwhile work guided by goals and values; putting workers in control of their production; and cheering one another on. Their principles are so powerful that business leaders, reviewing the manuscript for Ken and Sheldon, have written to say, "Sorry. Ignored instructions. Have photocopied for everyone. I promise to buy books, but can't wait. We need now!" Like Raving Fans, Gung Ho! delivers.
Book Synopsis Hearts Touched with Fire by : David Gergen
Download or read book Hearts Touched with Fire written by David Gergen and published by Simon and Schuster. This book was released on 2022-05-10 with total page 320 pages. Available in PDF, EPUB and Kindle. Book excerpt: This instant New York Times bestseller is an “inspiring and useful” (The Washington Post) guide to the art of leadership from David Gergen—former White House adviser to four US presidents, CNN analyst, and founder of the Harvard Center for Public Leadership. As nations careen from one crisis to the next, there is a growing cry for fresh leadership. Those in charge have relatedly fallen short, and trust in institutions have plummeted. So, what does great leadership look like? And how are great leaders made? David Gergen, a leader in the public arena for more than half a century, draws from his experiences as a White House adviser to four presidents, his decades as a trusted voice on national issues, and years of teaching and mentoring young people to offer a stirring playbook for the next generation of change-makers. To uncover the fundamental elements of effective leadership, Gergen traves the journeys of iconic leaders past and present, from pathbreakers like Ruth Bader Ginsburg, John Lewis, John McCain, and Harvey Milk to historic icons like Lincoln, John F. Kennedy, Winston Churchill, and Eleanor and Franklin Roosevelt, to contemporary game changers like Greta Thunberg, the Parkland students, and the Black Lives Matter movement. Leadership is a journey that starts from within, Gergen writes. A leader must become self-aware and then achieve self-mastery. You cannot lead others until you can lead yourself. As you start to leap into the world, you begin your outer journey, overcoming setbacks, persuading others, empowering them, and navigating crises—armed with a sense of history, humor, passion, and purpose. By linking lessons of the past with the ever-changing practice of leadership today, Gergen reveals the time-tested secrets of dynamic leadership. A “clarion call for lives dedicated to service and leadership” (Doris Kearns Goodwin, Pulitzer Prize–winning author of Leadership), Hearts Touched with Fire distills experience and wisdom of the past into an invaluable guide for leaders of our future.
Book Synopsis How Great Leaders Get Great Results by : John Baldoni
Download or read book How Great Leaders Get Great Results written by John Baldoni and published by McGraw Hill Professional. This book was released on 2005-12-26 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: How can you tell a true leader from one who just talks a good game? It's a true leader who makes his or her vision a reality--achieving great results that bring the highest levels of success. In How Great Leaders Get Great Results, top leadership and management consultant John Baldoni explains how anyone from a first-time manager to a CEO can become a great leader by creating a strong, results-driven organization. He blends key management principles with leadership stories to demonstrate how you can bring your people together, gain their trust, increase their enthusiasm, and motivate them to adopt your company's goals as their own. Baldoni profiles several renowned, results-oriented business leaders, revealing the proven execution strategies they use to consistently get their people to perform to their fullest. He identifies seven key steps--Vision, Alignment, Execution, Risk, Discipline, Courage, and Results--that top leaders such as Anne Mulcahy, John McCain, Steve Jobs, Meg Whitman, and Steven Spielberg take to get the results they want. Their stories are paired with a concrete plan of action that helps you cultivate a results-driven culture--no matter your type of business. Baldoni shows you how to: Communicate with your people in ways that make things happen Enlist support for your ideas and overcome resistance Instill a sense of accountability in all teams and departments Encourage risk-taking and push innovation Achieve desirable, sustainable results--and deal with unintended, unwelcome results Teach your own results-driven story Whether your goals are increased sales, improved customer service, enhanced quality, faster productivity, or any other criteria for your people, products, or services, How Great Leaders Get Great Results gives you the tools to become a true visionary, create more "heroes" in your workplace, and drive your business to the top.
Book Synopsis How Great Leaders Think by : Lee G. Bolman
Download or read book How Great Leaders Think written by Lee G. Bolman and published by John Wiley & Sons. This book was released on 2014-07-28 with total page 247 pages. Available in PDF, EPUB and Kindle. Book excerpt: The proven model that offers powerful and elegant strategies for leaders How Great Leaders Think: the Art of Reframing uses compelling, contemporary examples to show how more complex thinking is the key to better leadership. Leaders who understand what's going on around them see what they need to do to achieve the results they want. Bolman and Deal's influential four-frame model of leadership and organizations—developed in their bestselling book, Reframing Organizations: Artistry Choice and Leadership—offers leaders an accessible guide for understanding four major aspects of organizational life: structure, people, politics, and culture. Tapping into the complexity enables leaders to decode the messy world in which they live, see more options, tell better stories, and find strategies that are more effective. Case examples of leaders like Jeff Bezos at Amazon, Howard Schultz at Starbucks, Tony Hsieh at Zappos, Ursula Burns at Xerox, and the late Steve Jobs at Apple provide concrete lessons that readers can put to use in their own leadership. The book's lessons include: How to use structural tools to organize teams and organizations for better results How to build motivation and morale by aligning organizations and people How to map the terrain and build a power base to navigate the political dynamics in organizations How to develop a leadership story that shapes culture, provides direction, and inspires commitment to excellence
