Why Service Matters

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Why Service Matters

Author : Raul Pupo
Publisher : Lulu.com
ISBN 13 : 0359741754
Total Pages : 348 pages
Book Rating : 4.3/5 (597 download)

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Book Synopsis Why Service Matters by : Raul Pupo

Download or read book Why Service Matters written by Raul Pupo and published by Lulu.com. This book was released on 2019-06-20 with total page 348 pages. Available in PDF, EPUB and Kindle. Book excerpt: Why Service Matters is a collection of over fifty essays that Raul Pupo asserts will change the way you think about service. What consumers in business, education, and government receive by way of service has gotten progressively worse over time. What is most distressing, however, is that there does not appear to be any cause for optimism that the shoddy service being dished out to consumers will improve any time soon. That is, not unless and until leaders come to grips with the fact that service to the customer is grounded in four critical success factors or foundational propositions: a leadership that unequivocally believes they are in business, first and foremost, to serve the customer; a strategic planning regimen centered on the customer; an ethic of service to guide the organization to always err on behalf of the customer; and a competent, motivated, supported, and empowered front-line organization.

Why Public Service Matters

Author : R. Durant
Publisher : Springer
ISBN 13 : 1137069570
Total Pages : 568 pages
Book Rating : 4.1/5 (37 download)

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Book Synopsis Why Public Service Matters by : R. Durant

Download or read book Why Public Service Matters written by R. Durant and published by Springer. This book was released on 2014-10-02 with total page 568 pages. Available in PDF, EPUB and Kindle. Book excerpt: Why Public Service Matters conveys the importance, purpose, and nobility of a career as a civil servant in the United States. It does so, however, with an unflinching eye on the realpolitik that drives public administration in America's "compensatory state" and on the pitfalls of reformers' focus on bureaucratic, rather than democratic, administration. The book links the nation's ability to handle contemporary policy problems with the strategic, tactical, and normative quality of public management. In doing so, it offers newcomers a rare, concise, and accessible overview of the field. Readers will gain an appreciation for the challenges, choices, and opportunities facing public managers as they help advance a sense of common purpose informed by democratic constitutional values in twenty-first century America.

Why Service Matters

Author : Raul Pupo
Publisher :
ISBN 13 : 9781795734783
Total Pages : 348 pages
Book Rating : 4.7/5 (347 download)

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Book Synopsis Why Service Matters by : Raul Pupo

Download or read book Why Service Matters written by Raul Pupo and published by . This book was released on 2019-02-03 with total page 348 pages. Available in PDF, EPUB and Kindle. Book excerpt: Why Service Matters is timely as customer satisfaction ratings continue an inexorable downward slide with no apparent end in sight. Enterprise initiatives hatched in the ivory tower - in the absence of input from the front line or from the customer base - have failed to keep the enterprise from flailing at serving the customer. Further, nostrums such as off-shore outsourcing and automation have proved to be nothing more than public relations maneuvers with no consequential positive impact on service.

What Really Matters

Author : John Pepper
Publisher : Yale University Press
ISBN 13 : 030013519X
Total Pages : 319 pages
Book Rating : 4.3/5 (1 download)

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Book Synopsis What Really Matters by : John Pepper

Download or read book What Really Matters written by John Pepper and published by Yale University Press. This book was released on 2007-01-01 with total page 319 pages. Available in PDF, EPUB and Kindle. Book excerpt: The fundamental question in business and in personal life is the same: what really matters? In this book, one of America's most widely admired business leaders distills a lifetime of experience, including failures as well as successes, to reveal his answers. John Pepper, president, CEO, and chairman of Proctor & Gamble for a combined 16 years, underscores the importance of continuous change, innovation, and renewal as prerequisites for growth and sound leadership. In "What Really Matters", he suggests that a preparedness to alter perspective, rethink assumptions, or change course is central not only to understanding customer needs and keeping costs under control but also to developing talent, organizing global businesses, and supporting communities. While he discusses specific business tactics, he notes that they all centre on fundamental tenets: listen to and respect the customer, engender personal accountability and passionate ownership, encourage diversity, and create a vibrant, trusting institution that incorporates employees and their families. In his own years as an executive, Pepper has demonstrated that a profitable business can create and sustain a culture that shapes, and is shaped by, ethical behaviour. His profoundly important advice and counsel belong in the lexicon and practice of every leader.

What Matters Now

Author : Gary Hamel
Publisher : John Wiley & Sons
ISBN 13 : 1118219082
Total Pages : 308 pages
Book Rating : 4.1/5 (182 download)

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Book Synopsis What Matters Now by : Gary Hamel

Download or read book What Matters Now written by Gary Hamel and published by John Wiley & Sons. This book was released on 2012-01-04 with total page 308 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is not a book about one thing. It's not a 250-page dissertation on leadership, teams or motivation. Instead, it's an agenda for building organizations that can flourish in a world of diminished hopes, relentless change and ferocious competition. This is not a book about doing better. It's not a manual for people who want to tinker at the margins. Instead, it's an impassioned plea to reinvent management as we know it—to rethink the fundamental assumptions we have about capitalism, organizational life, and the meaning of work. Leaders today confront a world where the unprecedented is the norm. Wherever one looks, one sees the exceptional and the extraordinary: Business newspapers decrying the state of capitalism. Once-innovative companies struggling to save off senescence. Next gen employees shunning blue chips for social start-ups. Corporate miscreants getting pilloried in the blogosphere. Entry barriers tumbling in what were once oligopolistic strongholds. Hundred year-old business models being rendered irrelevant overnight. Newbie organizations crowdsourcing their most creative work. National governments lurching towards bankruptcy. Investors angrily confronting greedy CEOs and complacent boards. Newly omnipotent customers eagerly wielding their power. Social media dramatically transforming the way human beings connect, learn and collaborate. Obviously, there are lots of things that matter now. But in a world of fractured certainties and battered trust, some things matter more than others. While the challenges facing organizations are limitless; leadership bandwidth isn't. That's why you have to be clear about what really matters now. What are the fundamental, make-or-break issues that will determine whether your organization thrives or dives in the years ahead? Hamel identifies five issues are that are paramount: values, innovation, adaptability, passion and ideology. In doing so he presents an essential agenda for leaders everywhere who are eager to... move from defense to offense reverse the tide of commoditization defeat bureaucracy astonish their customers foster extraordinary contribution capture the moral high ground outrun change build a company that's truly fit for the future Concise and to the point, the book will inspire you to rethink your business, your company and how you lead.

The Effortless Experience

Author : Matthew Dixon
Publisher : Penguin
ISBN 13 : 1591845815
Total Pages : 258 pages
Book Rating : 4.5/5 (918 download)

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Book Synopsis The Effortless Experience by : Matthew Dixon

Download or read book The Effortless Experience written by Matthew Dixon and published by Penguin. This book was released on 2013-09-12 with total page 258 pages. Available in PDF, EPUB and Kindle. Book excerpt: Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked.

Uplifting Service

Author : Ron Kaufman
Publisher :
ISBN 13 : 9780984762507
Total Pages : 0 pages
Book Rating : 4.7/5 (625 download)

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Book Synopsis Uplifting Service by : Ron Kaufman

Download or read book Uplifting Service written by Ron Kaufman and published by . This book was released on 2012 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Kaufman takes you on a journey into the new world of service. Learn how the world's leading companies have changed the game, and how you can successfully follow this path to an uplifting service transformation.

Why Jury Duty Matters

Author : Andrew G. Ferguson
Publisher : NYU Press
ISBN 13 : 0814729037
Total Pages : 252 pages
Book Rating : 4.8/5 (147 download)

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Book Synopsis Why Jury Duty Matters by : Andrew G. Ferguson

Download or read book Why Jury Duty Matters written by Andrew G. Ferguson and published by NYU Press. This book was released on 2012-12-01 with total page 252 pages. Available in PDF, EPUB and Kindle. Book excerpt: Places the idea of jury duty into perspective, noting its importance as a constitutional responsibility, and describes ways in which the experience may be enriched.

Model Rules of Professional Conduct

Author : American Bar Association. House of Delegates
Publisher : American Bar Association
ISBN 13 : 9781590318737
Total Pages : 216 pages
Book Rating : 4.3/5 (187 download)

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Book Synopsis Model Rules of Professional Conduct by : American Bar Association. House of Delegates

Download or read book Model Rules of Professional Conduct written by American Bar Association. House of Delegates and published by American Bar Association. This book was released on 2007 with total page 216 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Model Rules of Professional Conduct provides an up-to-date resource for information on legal ethics. Federal, state and local courts in all jurisdictions look to the Rules for guidance in solving lawyer malpractice cases, disciplinary actions, disqualification issues, sanctions questions and much more. In this volume, black-letter Rules of Professional Conduct are followed by numbered Comments that explain each Rule's purpose and provide suggestions for its practical application. The Rules will help you identify proper conduct in a variety of given situations, review those instances where discretionary action is possible, and define the nature of the relationship between you and your clients, colleagues and the courts.

Your Customer Service Matters

Author : Greg Saladino
Publisher : GS Books
ISBN 13 : 9780578618395
Total Pages : 96 pages
Book Rating : 4.6/5 (183 download)

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Book Synopsis Your Customer Service Matters by : Greg Saladino

Download or read book Your Customer Service Matters written by Greg Saladino and published by GS Books. This book was released on 2021-12-31 with total page 96 pages. Available in PDF, EPUB and Kindle. Book excerpt: Great Customer Service is not a given in today's business environment. In order to truly thrive in today's climate you must provide outstanding service. My book will give you a quick guide on what to focus on to engage and train your team to provide great customer service. The principles and guidelines that I have learned over the past 20 years are shared with you in a concise guide to building your customer service organization.

Journals of the Legislature of the State of California

Author : California. Legislature
Publisher :
ISBN 13 :
Total Pages : 2460 pages
Book Rating : 4.:/5 ( download)

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Book Synopsis Journals of the Legislature of the State of California by : California. Legislature

Download or read book Journals of the Legislature of the State of California written by California. Legislature and published by . This book was released on 1915 with total page 2460 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Measure What Matters

Author : John Doerr
Publisher : Penguin
ISBN 13 : 052553623X
Total Pages : 322 pages
Book Rating : 4.5/5 (255 download)

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Book Synopsis Measure What Matters by : John Doerr

Download or read book Measure What Matters written by John Doerr and published by Penguin. This book was released on 2018-04-24 with total page 322 pages. Available in PDF, EPUB and Kindle. Book excerpt: #1 New York Times Bestseller Legendary venture capitalist John Doerr reveals how the goal-setting system of Objectives and Key Results (OKRs) has helped tech giants from Intel to Google achieve explosive growth—and how it can help any organization thrive. In the fall of 1999, John Doerr met with the founders of a start-up whom he'd just given $12.5 million, the biggest investment of his career. Larry Page and Sergey Brin had amazing technology, entrepreneurial energy, and sky-high ambitions, but no real business plan. For Google to change the world (or even to survive), Page and Brin had to learn how to make tough choices on priorities while keeping their team on track. They'd have to know when to pull the plug on losing propositions, to fail fast. And they needed timely, relevant data to track their progress—to measure what mattered. Doerr taught them about a proven approach to operating excellence: Objectives and Key Results. He had first discovered OKRs in the 1970s as an engineer at Intel, where the legendary Andy Grove ("the greatest manager of his or any era") drove the best-run company Doerr had ever seen. Later, as a venture capitalist, Doerr shared Grove's brainchild with more than fifty companies. Wherever the process was faithfully practiced, it worked. In this goal-setting system, objectives define what we seek to achieve; key results are how those top-priority goals will be attained with specific, measurable actions within a set time frame. Everyone's goals, from entry level to CEO, are transparent to the entire organization. The benefits are profound. OKRs surface an organization's most important work. They focus effort and foster coordination. They keep employees on track. They link objectives across silos to unify and strengthen the entire company. Along the way, OKRs enhance workplace satisfaction and boost retention. In Measure What Matters, Doerr shares a broad range of first-person, behind-the-scenes case studies, with narrators including Bono and Bill Gates, to demonstrate the focus, agility, and explosive growth that OKRs have spurred at so many great organizations. This book will help a new generation of leaders capture the same magic.

Bulletin - National Electric Light Association

Author : National Electric Light Association
Publisher :
ISBN 13 :
Total Pages : 556 pages
Book Rating : 4.A/5 ( download)

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Book Synopsis Bulletin - National Electric Light Association by : National Electric Light Association

Download or read book Bulletin - National Electric Light Association written by National Electric Light Association and published by . This book was released on 1917 with total page 556 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Why Place Matters

Author : Wilfred M. McClay
Publisher : Encounter Books
ISBN 13 : 1594037183
Total Pages : 314 pages
Book Rating : 4.5/5 (94 download)

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Book Synopsis Why Place Matters by : Wilfred M. McClay

Download or read book Why Place Matters written by Wilfred M. McClay and published by Encounter Books. This book was released on 2014-02-25 with total page 314 pages. Available in PDF, EPUB and Kindle. Book excerpt: Contemporary American society, with its emphasis on mobility and economic progress, all too often loses sight of the importance of a sense of “place” and community. Appreciating place is essential for building the strong local communities that cultivate civic engagement, public leadership, and many of the other goods that contribute to a flourishing human life. Do we, in losing our places, lose the crucial basis for healthy and resilient individual identity, and for the cultivation of public virtues? For one can’t be a citizen without being a citizen of some place in particular; one isn’t a citizen of a motel. And if these dangers are real and present ones, are there ways that intelligent public policy can begin to address them constructively, by means of reasonable and democratic innovations that are likely to attract wide public support? Why Place Matters takes these concerns seriously, and its contributors seek to discover how, given the American people as they are, and American economic and social life as it now exists—and not as those things can be imagined to be in some utopian scheme—we can find means of fostering a richer and more sustaining way of life. The book is an anthology of essays exploring the contemporary problems of place and placelessness in American society. The book includes contributions from distinguished scholars and writers such as poet Dana Gioia (former chairman of the National Endowment for the Arts), geographer Yi-Fu Tuan, urbanist Witold Rybczynski, architect Philip Bess, essayists Christine Rosen and Ari Schulman, philosopher Roger Scruton, transportation planner Gary Toth, and historians Russell Jacoby and Joseph Amato.

Why Homer Matters

Author : Adam Nicolson
Publisher : Henry Holt and Company
ISBN 13 : 1627791809
Total Pages : 318 pages
Book Rating : 4.6/5 (277 download)

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Book Synopsis Why Homer Matters by : Adam Nicolson

Download or read book Why Homer Matters written by Adam Nicolson and published by Henry Holt and Company. This book was released on 2014-11-18 with total page 318 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Adam Nicolson writes popular books as popular books used to be, a breeze rather than a scholarly sweat, but humanely erudite, elegantly written, passionately felt...and his excitement is contagious."—James Wood, The New Yorker Adam Nicolson sees the Iliad and the Odyssey as the foundation myths of Greek—and our—consciousness, collapsing the passage of 4,000 years and making the distant past of the Mediterranean world as immediate to us as the events of our own time. Why Homer Matters is a magical journey of discovery across wide stretches of the past, sewn together by the poems themselves and their metaphors of life and trouble. Homer's poems occupy, as Adam Nicolson writes "a third space" in the way we relate to the past: not as memory, which lasts no more than three generations, nor as the objective accounts of history, but as epic, invented after memory but before history, poetry which aims "to bind the wounds that time inflicts." The Homeric poems are among the oldest stories we have, drawing on deep roots in the Eurasian steppes beyond the Black Sea, but emerging at a time around 2000 B.C. when the people who would become the Greeks came south and both clashed and fused with the more sophisticated inhabitants of the Eastern Mediterranean. The poems, which ask the eternal questions about the individual and the community, honor and service, love and war, tell us how we became who we are.

Parenting Matters

Author : National Academies of Sciences, Engineering, and Medicine
Publisher : National Academies Press
ISBN 13 : 0309388570
Total Pages : 525 pages
Book Rating : 4.3/5 (93 download)

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Book Synopsis Parenting Matters by : National Academies of Sciences, Engineering, and Medicine

Download or read book Parenting Matters written by National Academies of Sciences, Engineering, and Medicine and published by National Academies Press. This book was released on 2016-11-21 with total page 525 pages. Available in PDF, EPUB and Kindle. Book excerpt: Decades of research have demonstrated that the parent-child dyad and the environment of the familyâ€"which includes all primary caregiversâ€"are at the foundation of children's well- being and healthy development. From birth, children are learning and rely on parents and the other caregivers in their lives to protect and care for them. The impact of parents may never be greater than during the earliest years of life, when a child's brain is rapidly developing and when nearly all of her or his experiences are created and shaped by parents and the family environment. Parents help children build and refine their knowledge and skills, charting a trajectory for their health and well-being during childhood and beyond. The experience of parenting also impacts parents themselves. For instance, parenting can enrich and give focus to parents' lives; generate stress or calm; and create any number of emotions, including feelings of happiness, sadness, fulfillment, and anger. Parenting of young children today takes place in the context of significant ongoing developments. These include: a rapidly growing body of science on early childhood, increases in funding for programs and services for families, changing demographics of the U.S. population, and greater diversity of family structure. Additionally, parenting is increasingly being shaped by technology and increased access to information about parenting. Parenting Matters identifies parenting knowledge, attitudes, and practices associated with positive developmental outcomes in children ages 0-8; universal/preventive and targeted strategies used in a variety of settings that have been effective with parents of young children and that support the identified knowledge, attitudes, and practices; and barriers to and facilitators for parents' use of practices that lead to healthy child outcomes as well as their participation in effective programs and services. This report makes recommendations directed at an array of stakeholders, for promoting the wide-scale adoption of effective programs and services for parents and on areas that warrant further research to inform policy and practice. It is meant to serve as a roadmap for the future of parenting policy, research, and practice in the United States.

Site Reliability Engineering

Author : Niall Richard Murphy
Publisher : "O'Reilly Media, Inc."
ISBN 13 : 1491951176
Total Pages : 552 pages
Book Rating : 4.4/5 (919 download)

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Book Synopsis Site Reliability Engineering by : Niall Richard Murphy

Download or read book Site Reliability Engineering written by Niall Richard Murphy and published by "O'Reilly Media, Inc.". This book was released on 2016-03-23 with total page 552 pages. Available in PDF, EPUB and Kindle. Book excerpt: The overwhelming majority of a software system’s lifespan is spent in use, not in design or implementation. So, why does conventional wisdom insist that software engineers focus primarily on the design and development of large-scale computing systems? In this collection of essays and articles, key members of Google’s Site Reliability Team explain how and why their commitment to the entire lifecycle has enabled the company to successfully build, deploy, monitor, and maintain some of the largest software systems in the world. You’ll learn the principles and practices that enable Google engineers to make systems more scalable, reliable, and efficient—lessons directly applicable to your organization. This book is divided into four sections: Introduction—Learn what site reliability engineering is and why it differs from conventional IT industry practices Principles—Examine the patterns, behaviors, and areas of concern that influence the work of a site reliability engineer (SRE) Practices—Understand the theory and practice of an SRE’s day-to-day work: building and operating large distributed computing systems Management—Explore Google's best practices for training, communication, and meetings that your organization can use