Book Description

"Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn't good enough anymore. If you really want a booming business, you have to create Raving Fans."

This, in a nutshell, is the advice given to a new Area Manager on his first day--in an extraordinary business book that will help everyone, in every kind of organization or business, deliver stunning customer service and achieve miraculous bottom-line results.

Written in the parable style of The One Minute Manager, Raving Fans uses a brilliantly simple and charming story to teach how to define a vision, learn what a customer really wants, institute effective systems, and make Raving Fan Service a constant feature--not just another program of the month.

America is in the midst of a service crisis that has left a wake of disillusioned customers from coast to coast. Raving Fans includes startling new tips and innovative techniques that can help anyone create a revolution in any workplace--and turn their customers into raving, spending fans.

Reviews (65)

I'm a Raving Fan!
Kenneth Blanchard continues his trend of writing easy-to-read books with BIG ideas for making your business better. Raving Fans is a book of stories relating how fictional companies have created an environment of delivering awesome customer service. A guy that has just been put in a managment position requiring a turnaround goes on a fictional trip with his "angel" to visit businesses that have figured out their vision and their system to deliver customer service extraordinary. Based on three simple principles (Decide, Discover, Deliver), each company has created a group of Raving Fans (not just customers, but fans) who wouldn't consider shopping anywhere else for what one of these companies offers. Within each story is other nuggets of common sense and good ideas that can be implemented in any company that has customers and wants to create fans. We required our store managers to read the book and each created a list ranging from 20-40 points that they can put into effect at their stores to improve customer service. This is a simple, must-read for every business owner and manager.

Great Model for Approaching Perfection through Innovation
A major problem with most books on management processes is that that do too little to focus on how to make large amounts of progress beyond what is now done. Raving Fans is a big success in providing you with simple instructions for making large strides toward achievable perfection.

Imagining perfection is a critical first step to improvement, yet most people have never thought about what that could mean. Then testing that perfection with customers (and potential customers) must be done to be sure that there is a valid opportunity, and to be able to understand customers' ideas about achievable perfection. Then attaching the idea of continuous improvement toward that vision is also valuable, and useful. There are plenty of practical tips about how to do each part, which is key to making this book so valuable.

One of the reasons that I enjoy writing reviews about books on-line is that I can find a Raving Fans that agrees so much with my own perspective and research. This book will quickly get you past your Psychology of Disbelief, Bureaucracy, Procrastination, Communiation, and Ugly Duckling stalls.

Good for Ken Blanchard and Sheldon Bowles . . . and good for you, too!

Fluffy
Way too fluffy. It should have been presented as a bulleted list, not a book. If you must get this book, I recommend the print version; Charlie's voice is quite annoying.

good concepts, juvenile delivery
The intellectual content of this little book could fit nicely and succinctly in a 500-1000 word magazine or journal venue. Instead, Blanchard sticks to the successful story telling formula that served him well in The One Minute Manager. The concepts are good, and I think their true value lies in their simplicity. They are easily understood and therefore should be easy to apply. Successful implementation may be another matter. If you agree with the concepts, and it's hard to see how you wouldn't, the actual book is a great tool to get them out to your people. The long narrative has the effect of beating the points into your head and the examples leave little to the imagination as to how the concepts can be fleshed out. I have found that people who last raved about Who Moved My Cheese also rave about this book. Those who don't care for this type of cutesy, least common denominator writing style will try to get through it as fast as possible and glean the concepts for further consideration afterwards. It can be read cover to cover in about an hour and a half at a pretty leisurely pace. Regardless of whether or not you like the style of the book I think you will find the concepts and down to earth examples good food for thought in your own enterprise.

Raving Fans
I really enjoyed reading this book. It is an easy read and contains some great fundamentals on providing excellent customer service. Readers who enjoy this book may also enjoy reading Time Management is an Oxymoron. ... Read more

Book Description

This book deals with the management of information technology (IT) as it is being practiced in organizations today. Its emphasis is on the current material that information systems executives find important, and organizes it around a framework that provides guidance.In this sixth edition, the key themes are the Internet economy, the global marketplace, e-enablement, knowledge management and knowledge sharing. It continues to merge theory with practice through case examples of real companies' use of IT.For information technology managers and executives. ... Read more

Reviews (12)

Ideal for learning about IS management
I bought this book for my MSc in Analysis, Design and Management of Information Systems and I consider that it was extremely helpful. The chapter about the perspectives of IS and the role of the CIO are very interesting. In the chapter about Information Systems Planning, they included lots of concepts related to strategy, linking IS Planning with six different approaches/techniques: Stages of Growth, Critical Success Factors, Competitive Forces Model, Value Chain Analysis, Internet Value Matrix and Linkage Analysis Planning. The chapters about managing systems development are really instructive also. I strongly recommend the book for those IT practitioners whom are seeking a managerial position. It is very useful to managers and strategists as well.

From a network administrator's perspective
I read this book as part of my first course in a Ph.D.-MIS program. I thought it was a great overview and history of MIS, and provided insight into alternative IS management styles and strategies. The case studies were relevent, current, well written and interesting. I recommend this book for all network and systems administrators. It gives insight into what thought processes should be occurring at the CIO and IS manager levels.

Great paperweight, good consolidation of other people's work
This book provides various sources of information but no analysis by the book's authors. It is a patch work of case studies, excerpts, and paraphrasing of other texts to which I hope the original authors are getting paid royalties for.

Some of the diagrams are simplistic, others are useless. More than half of them are from other sources.

The book seems to formulate points of interest (e.g. traditional, evolving, and present-day IT roles) without providing analysis of why and how this affects future trends in IS management.

I had to write a review after reading nebulous fluff like, "Being a manufacturer, LifeScan has instituted quality processes." (which successful company doesn't) or "Way back in 1964,..." (not just back, but WAY back). When you do read something of slight interest it is almost always followed by something like, "so says Mr. so-and-so, in this-paper-that-he-wrote." (e.g. pp. 126-127 whenever "Rayport and Sviokla" is mentioned - 4 times in about 1 page of text and in every paragraph - the authors are paraphrasing a point Rayport and Sviokla made)

I'm truly amazed this book is this bad after five revisions. The authors seem to have the right information, but they really need to provide their own insights and analysis. And also have my high school english teacher review it to cut the fluff out.

College book
I had to buy the book for one of my class (information resource management) but as an MIS major I though we would get a little more into the 'management' part, and I was disappointed with the book as it doesn't go much indepth of the matter.

It's a good theory book, let's say!!

a great book, but way over-priced
I used this book for a graduate course during the summer semester. Overall, I enjoyed the broad-based approach adopted by the authors. The numerous case studies were extremely useful also, as they adequately illustrated what the authors were trying to say.
My only beef with the book is its price. I don't think it's fair to charge so much for the book. But for the cut-throat price, this book deserves five stars. ... Read more

Book Description

In the last four years, the United States has lost 2.3 million jobs—the most in any four-year period since Herbert Hoover and the Great Depression. Currently, millions of workers are unemployed both in the United States and worldwide and the problem isn’t likely to abate anytime soon. In the 2005 edition of his legendary job-hunting book, WHAT COLOR IS YOUR PARACHUTE? Richard Bolles presents a detailed plan for facing this societal problem head-on, declaring that we must each begin by mastering this new world for ourselves and then, once empowered, share our knowledge with others to empower the world.

In PARACHUTE 2005, Bolles offers a completely new book for this uncertain job market, laying out a simple, step-by-step plan for finding meaningful work and mission despite our economy’s jobless recovery. Featuring fresh explanations of old concepts and the introduction of new ideas, Bolles defines the distinctions between "resume jobs" and "grapevine jobs," between "passive job-hunting" and "active job-hunting," between "weak ties" and "strong ties," and much more. These are not normal times. And this is not your normal PARACHUTE.It faces squarely the "workquake" that is shaking up the job market around the world, and gives not only simple steps but steady hope. ... Read more

Book Description

Here is the book--by the recognized architects of the Balanced Scorecard--that shows how managers can use this revolutionary tool to mobilize their people to fulfill the company's mission.More than just a measurement system, the Balanced Scorecard is a management system that can channel the energies, abilities, and specific knowledge held by people throughout the organization toward achieving long-term strategic goals.

Kaplan and Norton demonstrate how senior executives in industries such as banking, oil, insurance, and retailing are using the Balanced Scorecard both to guide current performance and to target future performance.They show how to use measures in four categories-financial performance, customer knowledge, internal business processes, and learning and growth-to align individual, organizational, and cross-departmental initiatives and to identify entirely new processes for meeting customer and shareholder objectives.

The authors also reveal how to use the Balanced Scorecard as a robust learning system for testing, gaining feedback on, and updating the organization's strategy.Finally, they walk through the steps that managers in any company can use to build their own Balanced Scorecard.

The Balanced Scorecard provides the management system for companies to invest in the long term-in customers, in employees, in new product development, and in systems-rather than managing the bottom line to pump up short-term earnings.It will change the way you measure and manage your business.

... Read more

Reviews (38)

Overcome Poor Communications and Bureaucracy for New Actions
The Balanced Scorecard looks at the important issues of alignment, coordination, and effective implementation. Most business thinkers like to start with the big picture, and end there. As a result, most ideas for going in a new direction are quickly diluted by misunderstanding, falling back on old habits, and lethargy. Since Peter Drucker first popularized the idea of business strategy, there have been vastly more strategies conceived than there have been strategies successfully implemented as a result. Much attention has been paid to devising better strategies in the last four decades, and little to implementing strategies. The big pay-off is in the implementation, and The Balanced Scorecard is one of handful of books that provide important and valuable guidance to explain what needs to be done to successfully execute strategy. You must have more measures, and different measures than the accounting system provides. You also need to link measures and compensation to the key tasks that each person must perform. This book is simply the Rosetta Stone of communicating and managing strategy. The Balanced Scorecard is the beginning of the practical period of maturity in the field of business strategy. Read this book today to enjoy much more prosperity! I also recommend that you read The Fifth Discipline, The Fifth Discipline Handbook, and The Dance of Change to understand more about the context in which you are trying to make positive change. These four books are excellent companions for each other.

Book that spawned a core business approach
This book is a seminal work that has significantly affected the way businesses frame and execute strategy.

In a nutshell, the authors show you how to view your business strategy, drivers and key indicators in four dimensions - financial, external (customer satisfaction), internal (processes) and learning/growth. They then show you how to link these to your strategies and develop and execute plan for transforming them into action and results.

The good and the bad. First, the good - before Kaplan and Norton published this book there was no standardized method for framing and measuring what's important. This book rectifies that. Also, the ideas first introduced have been embraced and extended to the point that a book search of similar titles returns over 2600 hits, and a google search using 'balanced scorecard' as a keyword returns ten time that many. This is a clear indication of how influential this book is and remains eight years after publication. But those are simple statistics. What's important about this book is many of the other resources that have sprang from it assume that you are familiar with the concepts and approach in this book.

The bad - the writing style, as noted by others is ponderous. That does not diminish the concepts and approach. It is also showing its age, but only because of the body of work that this book has inspired, which has greatly extended and refined the basic ideas. You will still need to read this book to get the most out of the body of work that is based upon it. Also note that even Kaplan and Norton, the authors, have extended this work into strategy maps and a 'strategy-focused organization' paradigm.

Overall this book has - and will continue to - influence thinking. The ideas set forth are still evolving and have been embraced by some of the largest (and smallest) companies on the planet. If you are new to this material I recommend visiting Balanced Scorecard Institute (ASIN B00006CKQ2) for introductory information, and Balanced Scorecard Online (ASIN B00006DBZ5) for more detailed material.

Be a Top Performer
If you want to rise to the top in your business and career you need to have a great system for managing results. The management cycle involves defining objectives, assigning responsibilities, developing performance standards, evaluating results, and developing improvements where necessary.

There may be many layers or hierarchies of organizational objectives, such as Corporate, Branch, Department, Team, and Individual. A good management system will capture all of the organizational objectives, and all will be linked to the overall business strategy. One helpful tool for capturing organizational objectives is the Balanced Scorecard. This system
uses measures in four major categories:

1. FINANCIAL PERFORMANCE

2. CUSTOMER SATISFACTION

3. INTERNAL BUSINESS PROCESSES

4. LEARNING AND GROWTH REQUIREMENTS

The actual measures selected are highly dependent upon the type of business and should be carefully developed to ensure proper
results are obtained. The goal is to select measures that best relate to the overall company strategy. As such, each scorecard will be unique. I have used a Balanced Scorecard and highly recommend them to help organize the complex assemblage of organizational objectives into a unitary whole. This fantastic book tells you everything you need to know. Highly recommended!

Once a 5 star essential, but now slightly outdated
Kaplan and Norton are the visionaries behind the Balanced Scorecard (BSc), and this is their first book on the subject. BSc as Kaplan and Norton conceived of it was focused on measurement, specifically measuring variables that had some linkage to corporate financial results so that the direction of the organization could be determined prior to the occurrence of a bad quarter or two. THE MEASURES OF ANY MANAGEMENT CONCEPT ARE ITS ADOPTION AND ITS STAYING POWER, AND KAPLAN AND NORTON'S BSc IS AN OVERWHELMING SUCCESS.

BUT companies that enacted BSc's started to tie them to corporate strategies, making them strategic management tools and not just measurement tools. One of the advancements was to tie define measures that measured the success of strategic intent as defined by specific objectives and goals. Another was to create cause and effect maps of the objectives, called "strategy maps."

Measurement is, of course, still an important part of the BSc, but the process of determining what to measure begins higher up the strategic ladder. KAPLAN AND NORTON THEMSELVES CHRONICLE THE GROWTH OF BSc INTO A STRATEGIC MANAGEMENT TOOL IN THEIR SUBSEQUENT WORK.

So, this book is a bit outdated, though it is still a useful introduction. However, I recommend that you try:
* Strategy Maps: Converting Intangible Assets into Tangible Outcomes by Kaplan and Norton

* The Strategy-Focused Organization: How Balanced Scorecard Companies Thrive in the New Business Environment, also by Kaplan and Norton

* Balanced Scorecard Step-by-Step: Maximizing Performance and Maintaining Results by Paul R. Niven

And a good introductory article to the idea of strategy mapping is "Using the Balanced Scorecard as a Strategic Management System", a Harvard Business Review article by Kaplan and Norton that is also available on Amazon.

OK
The book is somewhat helpful, but given the current conditions, it is no longer applicable. I would rather go for the new book Six Sigma Business Scorecard, which is a surprisingly good modification and has a new revolutionary theme to it. ... Read more

Book Description

This book provides a clear, concise, current, and comprehensive approach to the basic skills of business management. It presents traditional concepts, important contemporary issues, and timeless insights into applying management know-how—all toward the goal of achieving organizational success.Management: Adding Digital Focus. Managing: History and Current Thinking. Corporate Social Responsibility and Business Ethics. Management and Diversity. Meeting the Global Challenge. Principles of Planning. Making Decisions. Strategic Planning. Plans and Planning Tools. Fundamentals of Organizing. Responsibility, Authority, and Delegation. Managing Human Resources. Organizational Change and Stress. Fundamentals of Influencing and Communication. Leadership. Motivation. Groups, Teams, and Corporate Culture. Understanding People: Attitudes, Perception, and Learning. Principles of Controlling. Production Management and Control. Information and the Internet. Competitiveness: Quality and Innovation Management's Digital Dimension. For managers at all levels. ... Read more

Reviews (3)

The "Foundation" of Knowledge For Successful Management
This book is one of the best foundation establishers I've read. I am the Chief of Strategy for a major headquarters and currently teach for three universities in such subjects as Strategic Management, Business Policy and Strategy, Business Communications, Supply Chain Management, and Production Operations Management. The point of that statement is that this book that I use on the job, as well as, to some degree in each course I teach. It is well written, organized, and provides outstanding tables and figures to clearly articulate the concepts. This is a desk-reference that will get lot's of handling. A must read!

good starter book for new mangers and students in business
author has good grasp of management in 21 century. What tools and skills will be needed

Great book for any human resources program.
I learned a lot from each chapter.

Great summaries about corporations in the public eye.

Good case history and citing of heuristics

for running any good learning organization.

You learn the basics for Management 2000.

My professor, Jack Trabin used this book

for the University of Phoenix.

I really enjoyed learning about the various theories and paradigms for Modern Managers.

Being a Manager of a Real Estate Company myself,

I found the case histories useful for analysis

and my papers. Being a human resource Trainer,

this book will teach students the basics.

A book for the future CIO's, CEO's and HR Directors within us all. ... Read more

Book Description

The most comprehensive survey of major theories and research on leadership and managerial effectiveness in organizations with practical suggestions for improving skills.Balancing theory and research with applications, the book addresses controversies and differing viewpoints about leadership effectiveness with a focus on the question of what makes a person an effective leader. Covering charismatic and transformational leadership as well as influence processes, it asks readers to identify effective and ineffective behavior by managers and to suggest ways to handle the situation. The fourth edition of Leadership in Organizations has been revised to reflect the progress that has been made in understanding leadership since the first edition. It provides more guidelines and recommendations for improving effectiveness without prescribing how a manager must behave. And, it covers "hot" topics, such as charismatic and transformational leadership, influence processes, leading teams, and leading change.An essential reference on management and leadership for every professional manager. ... Read more

Reviews (5)

Good Amazoner!
Didn't respond to email but did send the book and I'm very happy with the book! I would definitely recommend! Thank you!

weLEAD Book Review ...
Yukl uses his expertise and credibility to write an outstanding book focusing on managerial leadership rather than social or parliamentary leadership. He attempts to include information on both the theory and practice of leadership in modern organizations. This valuable text also includes many recommendations and guidelines for improving the effectiveness of managers and leaders. The book includes a number of cases in an attempt to help the reader understand real world organizational problems and applications. This is a book that is primarily written and mostly reads like a college text book and is indeed used by a number of universities in their managerial or leadership programs. However, it is easy to read and does an excellent job of including the most informative and relative literature, studies and theories available today. Highly recommended for anyone interested in the study of organizational leadership, leading teams, leading change or studying follower-based approaches toward leadership.

Marc! Au Contrare!
Not worth curling up to a fire with? ...

For me, after a year or more I still read some portion or another of this book nearly every week for the rich survey of ideas and theories it provides, often finding something that fits what I'm concerned about, and then springboarding into buying another book or digging out original research articles and papers to dig deeper.

If you want to be widely informed about the full continuum of theory and research in leadership and organizations, this book will become a familiar resource, and a top choice for curling up to a fire one evening when alone and just paging through and finding something new or old you just have to read and think about some more.

Okay, perhaps Marc is more of a fun guy than me, but everything about leadership, and this book is full and pressed down overflowing with the material, interests me deeply.

The text book behind the popular works!
Yukl's text on leadership brings together the vast amount of research that's been done on the subject. His volume is and readable--although not the type of book you'd want to curl up by the fire with.

I really appreciate that Yukl always finds something good about to say about any theory he's critiquing!

Leadership Defined
Gary Yukl hits dead center of the leadership target. His work begins with the issue of defining leadership and tackling the difference between management and leadership. Laced throughout with extensive reference and research material the book clearly moves from definition of leadership through different levels of leadership to top strategic leadership practices. His lessons and practices are both valuable and usable.

Readers will be treated to detailed, relevant discussions of the each leadership issue discussed within the book. Within each issue, Mr. Yukl, glides through the basis of the theories and then details realities of how to achieve the results suggested by those theories. Within several topics, he provides cases studies and questions about those case studies for the reader's consideration. The result is a practical, working manual about leadership.

Between the discussions of the leadership issues and the practices there is something here for all readers. More importantly, there is plenty or information within the covers of this book that truly matters. Anyone with a leadership role of any type should read this book. ... Read more

Reviews (20)

Great book for any leader or manager
This is an excellent book on situational leadership. It outlines what would seem to be a simple process to becoming a situational leader. The examples given are relevant and the book was very easy to read. The most valuable concept I learned from the book was the concept of "different strokes for the same folks," meaning that you can use different leadership styles with the same person depending on the task at hand. The only thing I didn't really care for about this book was the way in which it was written. The whole book consists of conversations between "the entrepreneur," the "one minute manager," and the subordinates of the one minute manager. It was kind of cheesy at some times, but it got the point across loud and clear.

The Best of the "One Minute Manager" Series
Don't let the title or the number of pages fool you. This small volume packs substance. Situational management was not a fad. As recently as 1999, Peter Drucker (in his book "Management Challengers for the 21st Century") emphasized that despite the apparent hunger for learning "the one best way to manage, one such method does not exist." Producing desirable results is the goal of management; how to manage varies tremendously according to differences in situations.

This book goes well beyond espousing the idea of "different strokes for different folks." Becoming a situational leader involves:

1. Starting with goals that are clear to both the manager and the people who will help accomplish them.

2. Working with her people to diagnose their "competence" and "commitment" to accomplish those goals. Diagnosis preceds effective management methods.

3. Contracting with each person on each of the tasks and jointly deciding which leadership style will likely be most effective.

4. Following through to provide the agreed-upon leadership style until either (i) enough progress or (ii) lack of suitable progress warrants a change in leadership style.

The book presents a practical model for diagnosing each person's level of development with regard to achieving each major goal.

One other note: Despite its "leadership" title, the book addresses one-on-one supervision methods. If you're looking for a book that addresses how to create and sustain a "vision" that will drive your organization forward, this is not that book. It is, however, the most practical presentation of situational management that I've read.

Clear and simple book on situational leadership
I am a fan of the One Minute Manager series, having read "The One Minute Manager" and the "The One Minute Manager Meets the Monkey." This book tells the story of an "entrepreneur" who seeks advice from the One Minute Manager. In the process, it covers the basics of situational leadership in a concise, easy to read style. The text covers the four basic leadership styles -- directing, coaching, supporting, and delegating. It also discusses matching a leadership style appropriate for various development levels. Like the other One Manager Manager books, I see myself re-reading and referencing this text. Highly recommended.

Treat Right!
Always a great fan of Ken Blanchard, I find this book with its Teaching Techniques to the Leaders who need to understand the basic style of 'Treat Right' to its employees and not walk blind to the belief 'Everyone should be treated Equally'. One Minute Manager hit the stands but this book has additional skills to increasing Effectiveness through situational leadership.The authors focus on enhanced motivation to individual employees and apply better management skills to get the most desired results from them. To begin with 'Goal Setting' brings in a commitment for accompliment and make the individual understand their duties to reach target goals. Written in a conversational manner, easy to read and understand, the book makes manager bring out the best by 'Be competitive and commited' motto. Like a stand-by Guide to Leaders, the contents help Leaders to derive best performance. How to delegate, support and direct them is the key factor that nevertheless motivates for better fruitful results. Apart from this book, I also recommend 'First Break All the Rules'. A good Pick for any Leader and to be used as quick reference and must to be on office-bookshelf. Nice Guide.

Getting the basics right
Even though it is a quick read this book still is a very worth while read for managers and assistant managers alike. It is not a book about intricate system building or a new innovative style. It is all about doing basic management the right way. About how to get your mind set for looking at people as potential heroes in stead of hawking after peoples failures, while also being honest with them. And yes! It does work. People are happier and they become more productive. If you are caught in the trap of focusing on weakness and failure, this book could change your world around - and make you a much better and more productive manager. If you are already tuned in on trying to get the best out of your people, this book can offer you some easy steps to how to stay on the right track. I have the audio book and play it every day on my way to/ from work (together with "First - break all the rules"). Not that I cannot remember the simple and easy to follow steps that are suggested - but to make sure that I never - ever - slip over to the dark side. The book may seem common-sense to some. However, in my view trying to focus on the basics, just makes the book better. Maybe one small caution - do not expect to be able to mange your team literally "one minute" at the time. There are other important (and time consuming) aspects of managing than the ones covered here. But one-minute-managing may be just what you need to free up some of your time for those other tasks. ... Read more

Amazon.com

In the revised and updated edition of Lean Thinking: Banish Waste and Create Wealth in Your Corporation, authors James P. Womack and Daniel T. Jones provide a thoughtful expansion upon their value-based business system based on the Toyota model. Along the way they update their action plan in light of new research and the increasing globalization of manufacturing, and they revisit some of their key case studies (most of which still derive, however, from the automotive, aerospace, and other manufacturing industries).

The core of the lean model remains the same in the new edition. All businesses must define the "value" that they produce as the product that best suits customer needs. The leaders must then identify and clarify the "value stream," the nexus of actions to bring the product through problems solving, information management, and physical transformation tasks. Next, "lean enterprise" lines up suppliers with this value stream. "Flow" traces the product across departments. "Pull" then activates the flow as the business re-orients towards the pull of the customer's needs. Finally, with the company reengineered towards its core value in a flow process, the business re-orients towards "perfection," rooting out all the remaining muda (Japanese for "waste") in the system.

Despite the authors' claims to "actionable principles for creating lasting value in any business during any business conditions," the lean model is not demonstrated with broad applications in the service or retail industries. But those manager's whose needs resonate with those described in the Lean Thinking case studies will find a host of practical guidelines for streamlining their processes and achieving manufacturing efficiencies. --Patrick O'Kelley ... Read more

Reviews (25)

Good Conceptual Overview of Eliminating Waste in Producing
Unlike most cost-reduction books, Lean Thinking has a strong conceptual underpinning for thinking about improving your operations. The authors move beyond the narrowest application of the lean manufacturing model (the original Toyota system) to explore key concepts like value (what do the customers want? as opposed to what do they choose from the limited options we give them?), flow (continuous production is faster and more efficient than batch processing), pull (letting immediate demand determine what is produced rather than sales projections), and perfection (thinking through the ideal way to do things, rather than just improving from where you are today somewhat). Providing this conceptual framework makes it easier to understand the benefits of operating a lean enterprise. People who did not understand the message in Direct from Dell would find Lean Thinking to be a useful framework.

One of the strengths of this book is that it is deliberately full of examples of companies which took traditional methods in existing plants and converted them into lean operations. I know of no other set of case histories half as useful on this subject.

The key limitation of this book is that most people new to lean manufacturing would not be able to implement solely using the book as a guide. The conceptual perspective, while being uniquely valuable, leaves the inexperienced person with few guideposts. Some of the key requirements are simply described as "get the knowledge" and so forth. As a follow-up, I suggest that the authors team with those who have done this work and write a hands-on guide. Much more benefit will follow.

If you are interested in understanding how a new business model of how to provide your products and/or services might work and what the benefits might be, Lean Thinking is a good place to start. Most executives and operations managers have never seriously considered going from batch to cell-based production. This will open your eyes to the potential.

Based on my many years of experience with improving business processes, you will actually need to go visit some of the companies cited to fully understand the issues and what must be done. I know that visits to Pratt & Whitney can be arranged and are very insightful. You might try to start with that one.

One area may turn you off. The cited examples moved forward pretty ruthlessly. That may not be your cup of tea. You may be reminded of some of the early reengineering. My own experience is that such changes can be done in a more positive and constructive way. Stay open to that possibility as you read the cases. They basically all use command and control to create more flexibility. You can also use other methods like those encouraged in The Soul at Work and The Living Company to create these kinds of results. Keep that in mind.

I recommend that everyone who uses batch and sequential operation methods read this book. It will open your eyes to great potential to grow faster and more profitably.

This is the business bible!
As a strategic planning consultant, I recommend 'Lean Thinking' to all of my clients. Some mistakenly view this book as a 'how to' for manufacturing companies. While it is, it is also much more. It is an attitude about business strategy. Waste, in any type of company, drains profits in one of two ways: as direct costs that they can see today, and as indirect costs when waste discourages repeat business. For any business manager worth his or her six figure income, this book is a must read.

Great, if you like stories about business.
I'm not sure who the audience is for Lean Thinking. Call me naïve, but I assumed it was written by Womack and Jones to help organizations analyze their business processes and eliminate muda (Japanese for "waste"), thereby improving overall performance. However, after reading almost 250 pages of anecdotal success stories, the chapter entitled "Action Plan," where one would assume resides the punch-line of the text, I was met by the profound advice to "Get the knowledge" by hiring one of the numerous experts in North America, Europe or Japan, and read some of the "vast literature" available on lean techniques. Reminds me of the Steve Martin joke where he tells you how to be a millionaire. "First, get a million dollars."

After reading Lean Thinking, I'm struck by the irony that while the authors recommend removing waste from the manner by which your products are delivered to the end customer, they don't take their own advice. The text could have been distilled from 384 pages down to five or six, since there's no real substantive instruction on how to implement lean principles. Then again, maybe I completely misinterpreted the intent of the authors as to their audience and it really was written for the business historian who enjoys reading about how Pratt & Whitney started in 1855. That must be it, because after I ponder the title, I realize that Lean Thinking is for just that, thinking. What I really wanted was a book entitled Lean Doing.

A Roadmap for Efficient Value Creation
Would you like to double productivity, cut development time by 60%, reduce inventory by 65%, reduce throughput time by 95%, reduce capital investment while doubling sales? Pre-existing assets, technologies, practices, organizations and concepts often cause enormous waste, i.e. activity which does not create value. This exciting book is about a way to do more and more with less and less - to create value instead of waste.

Lean Principles
1. Accurately understand VALUE (needs and preferences) from the customer's perspective.

2. Perform VALUE STREAM analysis. This will reveal three types of actions: 1) those that create value, 2) those that do not create value but are unavoidable in the present situation and 3) those that don't create value and are immediately avoidable.

3. After eliminating avoidable waste activities, make the remaining activities continuously FLOW. This requires the elimination of departmentalized "high speed" batch-and-queue "efficiency". It requires quick changeovers, "right-sizing" and close coupling of operations without buffers. The authors state that the results are always a dramatic reduction of effort and improvement in throughput.

4. Because of the radical reduction achieved in throughput time, you now are capable of Just In Time operations. You can now let the customer PULL the product.

5. Finally search for PERFECTION. Perfection is, of course, impossible. But the effort compels progress.

"Just Do It"
The lean approach is to "just do it" with dedicated cross functional product teams which often include suppliers and customers.

The beauty of this system is that it won't work at all unless everything works properly all the time. Thus 100% performance becomes an absolute requirement.

The authors present a number of very interesting case studies in which dramatic results were obtained. They conclude with advice as to how to get started - including a list of available resources. This book is especially well-suited to operations managers, but will also benefit any executive in a company that relies upon operational excellence as a part of their strategy.

(Robert Bradford is CEO of Center for Simplified Strategic Planning and co-author of Simplified Strategic Planning)

Russian edition of Lean thinking
This book was translated and published in Russia in January 2004. We find that it will be interesting and usefull for russian managers and companies. ... Read more

Amazon.com

Got a stress case in your life? Of course you do: "Without question, many of us have mastered the neurotic art of spending much of our lives worrying about a variety of things all at once." Carlson's cheerful book aims to make us stop and smell--if not roses--whatever is sitting in front of our noses. Don't Sweat the Small Stuff... offers 100 meditations designed to make you appreciate being alive, keep your emotions (especially anger and dissatisfaction) in proper perspective, and cherish other people as the unique miracles they are. It's an owner's manual of the heart, and if you follow the directions, you will be a happier, more harmonious person. Like Stairmasters, oat bran, and other things that are good for you, the meditations take discipline. Even so, some of the strategies are kind of fun: "Imagine the people in your life as tiny infants and as 100-year-old adults." The trouble is, once you start, it's hard to stop. ... Read more

Reviews (206)

Don't Sweat it..It Probably Ain't Worth It
A friend of mine suggested I get this book recently. I felt stressed in a number of areas in my life and when I started reading this I understood why she suggested it to me. Some of Carlson's thoughts and exercises are great and good reminders of what the real priorities in life are about. Learning to "let go" or thinking about the overall picture. I was worried about whether a relationship I'm in would work out or not and I thought of the "Will this really matter a year from now" exercise. And also the chapter on "The Snowball Effect of Your Thinking." A lot of the things in here are kind of common sense, but we never stop to think about these ideas. Things like "Choosing Your Battles Wisely" or "Becoming a Better Listener" just for example.

This book is truly one about ways to improve your life as well as being able to step back, take a deep breath and enjoy life.

A little gem of wisdom
I'm the kind of person that has a hard time living in the moment, always planning and worrying about what I have to do next. I really liked the laid-back, relaxed writing of this author and the profound and simple truths we all seem to miss from day to day. "Stop and smell the roses" is what this book is really trying to say. I like a book I can pick up and read a few pages and feel refreshed. I work at a public library and have recommended this volume to many patrons. We have a reserve list a mile long, and can't keep any copies on the shelf. My favorite chapter was "Pretend you are at your own funeral." That really said a lot to me and I'm really trying to apply some of the simple truths of this great little book to my daily life. Bravo!!!!

How to Survive the Bay Area
I found this book a quick read. It's not a particularly deep book but it does have some practical advice for keeping things in perspective (a very good thing when one is unemployed and trying to provide for one's family). The bit that fascinated me the most is that the author is from the Bay Area so some of his specific examples hit very close to home.

OUTSTANDING
This book is valuable to ANYONE. Sometimes we are so busy with life that we tend to let the littlest things bother us, when all we should be doing is enjoy what we have. If you just take one or two things from this book, it will enhance your life. This book is excellent!

Get the book, not the daily calendar
I just threw this calendar away (and it's only Feb.). Half the page is taken up with lines to write on with the text and date very small. Buy the book instead - really good stuff but poor design for a day-to-day calendar. ... Read more

Book Description

Electronic Commerce 2004 describes the essentials of electronic commerce—how it is being conducted and managed as well as assessing its major opportunities, limitations, issues, and risks. It is a clear, simple, well-organized book, and provides all the basic definitions as well as logical support. Using extensive, vivid examples from large corporations, small businesses, government and not-for-profit agencies from all over the world, it makes the concepts presented come alive for readers.Beginning with a comprehensive introduction to E-commerce, the book explores internet marketing, B2B and C-commerce, E-marketplaces and internet consumerism, E-government, mobile commerce, auctions, security, electronic payment systems, and strategy and implementation to launch a successful E-commerce business.Written by experienced authors who are well-versed in real-world practices, this book will prove invaluable for managers and professional people in any functional area of business; as well as those in government, education, health services, and other areas that can benefit from a knowledge of e-commerce. ... Read more

Book Description

Richard Daft's best-selling text, Organization Theory and Design, integrates the most recent thinking about organizations, classic ideas and theories, and real world practice, in a way that is interesting and enjoyable for learners. This edition includes many updates including a new chapter on international issues and revisions of other chapters to include the most recent ideas and events.While organization studies and real world examples are insightful for understanding organizations and solve real-world problems, Daft also integrates numerous features that give learners the opportunity to apply concepts and develop skills and insights. ... Read more

Reviews (6)

A Strong Guide in Organization Theory
This is a well-designed and comprehensive book in the area of organization theory. From introduction to the end, this book aims to teach the foundations of organization theory to readers.

There is a great awareness of new developments in the area of organization theory. The new developments such as team-based management models are integrated into the conventional wisdom wonderfully in the book. We are living in a world in which globalization and stiff competition dominates. We name this age as Information Age and corporations need new mentality and practices to adapt to challenging conditions this era brings about. This book presents some new approaches in global competition perspective to readers.

A Look Inside, Bookmark, In Practice, The New Paradigm and Case for Analysis are excellent peculiarities of the book.

Diagrams and other visual characterizations involved in the book give readers a big opportunity to digest topics recounted. Since this book is a detailed investigation of organization theory, you may miss some parts and feel confused. I can recommend another book, that is, Designing Organizations (Robey, D. and Sales, Carol A.), which is a summarized organization theory book with excellent cases.

If you want to understand organization theory with its basic foundations and details, this book is a must. You must exploit the rich knowledge of Professor Daft.

Strongly recommended.

Readable and great information
Daft out did himself in this edition of his text. He includes book reviews and company profiles throughout each chapter to illustrate the theories he's describing. I read this for an MA course and found it easy to learn from. I'm even putting the information into practice at work! Not all textbooks are that helpful. *grin*

team-based structure
Application of organization design about Team-Based Structures and The boundaryless Organization.

Gripping, Star Wars: The Phantom Menace, watch out...
I'm using this text for my HRM course and it is, without a doubt, the most straightforward text I have ever read. Coming from a senior, whose read my share of textbooks, if you are teaching HRM, this book makes it conducive to learning the elementary ideas of HRM. This is one text I'll be keeping instead of selling back to the bookstore.

The most meaningful book I have ever read
As a student, I think this book is the most meaningful book I have read. it is easy to read, easy to grasp. If you are someone who wants to grap the most important ideas out of whatever you read, then this book is good one for you. If you like to dive in, and read in details, you also can do that. The way this book was written gave it this unique previlage. ... Read more

Book Description

Retailing has become a high-tech, global industry. Retailing Management covers the latest developments in information technology for retailers. It also covers current trends and practices in international retailing.

An interactive website offers additional resources for the reader.

Reviews (2)

Basic introduction with a few bright spots
This book serves as a basic introduction to retail, though it often feels like "baby talk". It basically describes, without much analysis, the types of policies retailers adopt in several areas including merchandising, inventory management, ordering, HR, finance, store layout, etc. Good as a reference to what others are doing, but not at the cutting edge of retail.

A realistic review of Retailing....
RMgmt is a great book with valuable case studies from people with REAL experience.

From concept to info systems, the book helps the reader really understand the critical areas of a retail business and the virtal measures ... Read more

Book Description

Imagine everything you'd ever need to start up and run your own small business packed into one convenient, easy-to-read book. Throw in a CD-ROM with more than 250 documents and forms, along with trial versions of great small business software programs, and you've got the new Small Business Kit For Dummies, your perfect resource for the daunting process of starting a small business venture.

Small Business Kit For Dummies is chock-full of information, resources, and helpful hints on making the transition from a great idea to a great business. This book has plenty of straightforward advice on things that an MBA degree won't get you, from the basics of mastering legal, financial, employment, and management hurdles to advanced topics on business plans and strategies, accounting, contracts, taxes, attracting investors, and putting your business onto the Web. Whether you expect your business to become the next Microsoft or you've set your sights on a more modest goal, you'll find comprehensive and authoritative counsel -- without all the confusing jargon and legalese -- in this fun and friendly guide to the world of small business success. ... Read more

Reviews (8)

Good, but slowly being replaced by online resources
This a good book, don't get me wrong. However, having been edited back in 1998, and being -as it is- largely focused on the documents that you, as a Small Business Owner, are likely to be in need of, it now seems a bit outdated and old-fashioned when you compare if with the ease with which you can get (for free) similar formats (business plans, marketing plans, invoices, etc.) online (in office.microsoft.com > Templates, for instance). It is a good reference of what to look for, though, which is why I give it 4 stars.

Great for those starting their business
It's great to see a book written by an attorney who also understands business.

Too many other books out there are written by amateur business people who's real business is in promoting and selling lousy books.

The CD-Rom will save you hundreds if not thousands of dollars and time.

Also recommend "The Small Business Kit" and "How to Incorporate in any State" by J.W. Dicks, another attorney and businessman with real world knowledge.

Good luck with your business!

SmallBizBargains.com gives it a thumbs up!
A few of the staff at [online business] have used this book to help the start previous businesses. We feature it on our site because we have found it so helpful. It is both simple and comprehensive - a great book for those starting or running a business.

The basics of business
This book is helpful for those wishing to start their own business but are unsure where to start. The concise writing answers most of the questions one can think of. This book, along with Guerilla PR Wired by Michael Levine, should be all that a young entrepeneur needs.

The business basics, but it takes more to succeed.
The forms and basics are essential for getting your small business off to the right start. But entrepreneurs must also be aware that even the best business plan will not be effective unless it also includes a carefully crafted marketing plan that includes publicity. There are wonderful, easy-to-do and inexpensive ways for small business owners to promote their services and to distinguish themselves from the competition. This book and a solid publicity plan are a great way to start ! ... Read more

Book Description

Amoral, cunning, ruthless, and instructive, this piercing work distills three thousand years of the history of power in to forty-eight well explicated laws. As attention--grabbing in its design as it is in its content, this bold volume outlines the laws of power in their unvarnished essence, synthesizing the philosophies of Machiavelli, Sun-tzu, Carl von Clausewitz, and other great thinkers. Some laws teach the need for prudence ("Law 1: Never Outshine the Master"), the virtue of stealth ("Law 3: Conceal Your Intentions"), and many demand the total absence of mercy ("Law 15: Crush Your Enemy Totally"), but like it or not, all have applications in real life. Illustrated through the tactics of Queen Elizabeth I, Henry Kissinger, P. T. Barnum, and other famous figures who have wielded--or been victimized by--power, these laws will fascinate any reader interested in gaining, observing, or defending against ultimate control. ... Read more

Reviews (308)

Simply Empowering
I first read this book two years ago. Since then I have obtained two large promotions and am ten years ahead of my peer group. I also make $15,000 more a year in salary -- and I am just getting started.

By employing the concepts and ideas of this book I have quite simply out planned, out moved, and out-played those around me. Be assured this book isn't about being nice or cruel. It is a guide to the game of power and teaches the rules most are never taught. It delineates the basic rules of engagement in this world and especially within business and strategic relationships. Those who can't see the difference between information and ethics are simply naive.

I used to work hard to 'please' the boss, be completely honest, and most of all consider the interests of all parties. That only stressed me out and gave me an ulcer. More importantly, it excluded me from promotions and other opportunities. Now, I simply use the concepts of the 48 Laws of Power to enable my success. For those who are offended by the apparent immorality or ethical conflicts that appear inherent in these concepts -- be assured that ethical conduct can be maintained within these ideals. Just as black-belt can easily kill the average person, it doesn't mean he does or should.

If want to win in the game of life employ the concepts of the bible. If you want to win in business use the 48 Laws of Power. Knowledge is power. The 48 Laws of Power are a nuclear arsenal in the battle for power.

The Only thing you cannot get in life...
...is something for nothing.

Yes, it is possible to achieve financial success and political power using the laws in this book, but at what cost? I have read extensively on the principles that successful, powerful people both past and present have used to access power. The greatest people of all time have realized that unlike what Mr. Greene suggests, real, sustainable power comes from within--it cannot be had be had through the manipulation of external conditions, i.e. effects not causes. The most powerful people (some who used their power for good, others for not so good), accessed the power we all have WITHIN us.

My analysis has demonstrated to me that the only people who are able to become very powerful in business, politics and socially and yet still have excellent health, great relationships and above all PEACE OF MIND, accessed the power within.

I believe that all those who want to rise to positions of power and authority (and enjoy the associated benefits of such) yet still maintain good friendships, good marriages, have good health and peace of mind, should spend more time accessing the power within because this is the only power than enables one to "have it all".

This book was good because it enables those who live by certain ethical principles to identify and protect themselves against those ideas that are discussed (and very likely used) by many readers of this book.

I would recommend reading Joseph Murphy's book Power of The Subconscious Mind for a better understanding of the true source of power.

A book on power by two fledgling authors?
This book not only contradicts many tried-and-true methods of attaining power, but in the most inane way. If you followed the advice given, you would have no friends (as it advises stabbing them in the back when possible in order to make yourself look better--no joke). I was absolutely appalled at the unabashed odacity this book promulgates. If you subscribe to the Golden Rule, this book is not for you. It is my belief that if Jack Welch were to read this book, he'd laugh, and discredit everything the authors say. In addition to the above statement, this book advises: as long as you can get away with it--do it, reject loyalty to others, deception, etc.

It read like two high school geeks trying to sound "tough." Avoid this book at all costs, that is, assuming you are mature. I can tell you that this book will get you no where in life (other than backwards).

Negative strategies to attain success...
In our world of political correctness and appearances, where society is depicted as fair, democratic, at times altruistic and transparent, the reality of the situation is far different. And as Greene proposes, no one wants to be seen as power hungry, and those that do, are generally scorned. Power is a game. And to play this game successfully, duplicity is the key: to win power, we must, on the surface, at least appear to be fair, altruistic and transparent, however we must scheme, manipulate, deceive, charm and seduce, if we are to get what we want...to achieve power, as Napoleon suggested, we should use an iron fist with a velvet glove, smiling as we stab our opponents in the back. Attaining power is war, though according to Greene, a civilized war.

Any person with an essential good nature should find this book a little disturbing. The message from Greene is clear - living the virtuous life is the road to failure and powerlessness. Appealing to the better angels of our natures is a lost cause and will get us nowhere but the bottom of the food chain. In other words, "nice guys finish last." The only way to the top is through treachery, seduction, observing others' weaknesses to then play on those weaknesses to your advantage. Greene's advice is basically a negative strategy to power and success. And to be sure, there are other positive strategies out there to attain power and success without resorting to deception and covert manipulation. But none are presented here.

That said, understanding the 48 laws presented here, at least will make us aware of the depths some people will go to in order to get what they desire. In this regard, this text is worth the time, energy and money.

Historically accurate & insightful view into human behavior
This book appeals on so many levels. As the author states himself, the book "...can be used in several ways." He divides its uses into 3 categories: 1) a guide to power in general; 2) browsing for a law applicable in one's life; and 3) browsing for entertainment.

This culling of 3,000 years of philosophy, literature and wisdom, distilled into 48 "laws", is a fascinating read all the way through. The book sites so many historical references and quotes that reading the red notes in the margins of the book is fascinating in itself.

I neither advocate nor dismiss these "laws", but reading about them goes far to explain much that I see in today's cut-throad Corporate world - I see that nothing has changed except the literal bloodshed which has been replaced by the metaphorical bloodshed happening in thousands of boardrooms across the US on a daily basis.

If you too are swimming with the sharks, this is a must read! ... Read more

Book Description

This comprehensive text will introduce students to the many operations topics and issues faced by leading service and manufacturing organizations.An emphasis is placed on new developments in the field of operations management and new information resources available, such as the Internet, while retaining a strong focus on the fundamental concepts of operations management.The goal of this text is to help students gain an understanding of what operations management involves, how it relates to other functional areas in an organization, the types of problems that are faced by operations managers, and common decision-making approaches. ... Read more

Reviews (2)

Rip off
All textbooks over $50 are a rip off, WRITE A LETTER TO YOUR STATE SENATOR TELLING THEM YOU WON'T STAND FOR THESE OUTRAGEOUS PRICES ON TEXTBOOKS FOR SCHOOL. MOST STUDENTS CAN'T AFFORD TO PAY THESE RIDICULOUS PRICES!!! WE CAN BEAT THE ENDLESS NEW EDITION CYCLES THAT PUBLISHERS RIP US OFF WITH IF WE MAKE IT KNOWN!! WE CAN'T AND WON'T STAND FOR THIS!

PERSONAL COMMENT
This book is a guide for all people involved in manufacturing processes. ... Read more

Book Description

Organizational Behavior clearly illustrates how a sound understanding of organizational behavior can help students successfully navigate the complexities of today's organizations. The text itself is grounded in the theory of the field, cultivating an understanding of the scientific foundation of organization behavior. That foundation is then applied to the contemporary realities of today's business environment through in depth and insightful explorations of some of today's most compelling organizations. Throughout the text students are challenged to think critically about the material at hand and their own attitudes, refining the organization behavior tools that they will continually develop and employ throughout their careers. The prevailing theme of the text is change and the demands it places on people and organizations to grow and adjust while maintaining well being in an environment of constant and rapid change. Expertly written with a vibrant illustrations and design, Organizational Behavior, Fourth Edition is sure to engage your students. ... Read more

Reviews (10)

Decent for learning
This book is very good. It is best suited for a student who is willing to put a good amount of time into his/her studying. The reason I say this is because it is very detailed, the diffenitions are very thorough and at times confusing, and there is a wide range of topics covered. It probably would not be good for a first year student unless they really want to learn the material which is a little dry at times. I thought that the opening cases in each chapter was a good way to tie the material to real life situations. Overall, this is a great tool for learning.

Organizational Behavior
We used this book as our textbook for Organizational Behavior this semester, and I found it to be extremely helpful.The writing is clear and concise, and the chapters are divided into four parts that make the distinction between individual and group study clear.There are plenty of graphs, tables, and diagrams, which illustrate the theories and statistics clearly.Most helpful, however, were the vocabulary definitions and the chapter summaries, which alleviated some of the pre-test stress.

Org. Beh. review from Kate Sirko in Harlaxton, ENGLAND
The book, Organizational Behavior: Foundations, Realities, and Challenges by Debra Nelson and James Quick is a good source for anyone interested in learning about the behavior in organizations.It involves everything from the general concepts of organizational behavior to the detailed structure and processes within an organization.The graphs and charts help the visual learners, such as myself to better understand important concepts and theories.After each chapter, the authors displays summaries for the learner to review important key terms and concepts before reading on to the next chapter.Unfortunately, the defintions of the majority of the terms throughout the book can be described in a simple, easy to understand way, but the authors fail to do so. On the other hand, various case studies fill the book for students to get involved in class discussions and debates.Overall, this book is a good source for professors and teachers to utilize in their classrooms.

Evan's Insight
This book provides a very clear, simple difinition of Organiza