Book Description

This text--a combination of Harvard Cases and text-- examines the entrepreneurial process from the initial idea through business operations to harvest.It provides the knowledge and skills required for students pursuing careers as entrepreneurs as well as valuable ideas for those in a more structured business setting.Most importantly, it takes a close look at the process of identifying and pursuing opportunity, which has become increasingly important in restoring the competitive position of many U.S. industries in a global marketplace. ... Read more

Reviews (1)

Excellent practical cases from real life!
I require this text in my graduate New Venture course at Western Michigan University. The real life cases and fundamental concepts covered provide a great foundation for New Venture teaching. I also require my start-up consulting clients to read Chpt 1,2 & 3 along with the case study "R&R". Good way to find out if they have what it takes. I first used and enjoyed this book from the other side of the class during my MBA studies at the GSB - University of Chicago. ... Read more

Book Description

In this offbeat approach to leadership, college president Steven B. Sample-the man who turned the University of Southern California into one of the most respected and highly rated universities in the country-challenges many conventional teachings on the subject. Here, Sample outlines an iconoclastic style of leadership that flies in the face of current leadership thought, but a style that unquestionably works, nevertheless. Sample urges leaders and aspiring leaders to focus on some key counterintuitive truths. He offers his own down-to-earth, homespun, and often provocative advice on some complex and thoughtful issues. And he provides many practical, if controversial, tactics for successful leadership, suggesting, among other things, that leaders should sometimes compromise their principles, not read everything that comes across their desks, and always put off decisions. ... Read more

Reviews (19)

weLEAD Book Reivew from the Editor of leadingtoday.org
Steven Sample could be called a modern Renaissance man. He is an author, professor, inventor, electrical engineer, musician and the 10th president of the University of Southern California. His book entitled The Contrarian's Guide to Leadership is different and challenges many commonly accepted perceptions about leadership. A contrarian leader is simply one who thinks and acts differently than most. For example, the contrarian leader is one who thinks "gray" and "free". Thinking gray means to withhold judgments and decisions until you have heard all the relevant facts or until you are forced to do so. Sample spends a fair amount of discussion on the three major pitfalls of binary traditional thinking. He defines thinking "free" as the ability to first allow your mind to contemplate truly outrageous ideas, and only later on, apply the restraints of practicality, legality, cost, ethics and time upon your creative ideas. This philosophy of thinking gray also affects the decision-making elements of the contrarian leader. Sample makes two suggestions regarding decisions. First, that a leader never makes a decision that can be reasonably delegated to a lieutenant. Second, never make a decision today that can be reasonably delayed until tomorrow.

However, the contrarian leader must have other needs and qualities aside from thinking processes and decision-making. These are also discussed in The Contrarian's Guide to Leadership. The author discusses diverse subjects such as artful listening skills, open communication, and the proper role between consultants, experts and the leader. Sample suggests prodigious amount of selective reading, including "supertexts" for the contrarian leader. This includes an extensive discussion on Machiavelli. He provides guidance on how to determine which range of the daily news and printed media are really useful for the contrarian leader. The Contrarian's Guide to Leadership

addresses the difference between good leadership and effective leadership, including the need to make tough moral decisions at the right time. Other discussions include hiring the right people, diversity, connecting with followers and having a title of leadership verses doing leadership.

This is a thought provoking and alternative book on leadership from the perspective of someone who leads a massive educational institution on a daily basis. You may not agree with every concept or idea regarding a contrarian leader, but you will find this book to offer some fresh perspectives.

A great book for toady's business leaders
This is one of the best books on leadership in recent days. The book is best suited for managers who need to make decisions that may impact an organization. It has a clear and easy to read format. Mr. Sample drew anecdotes from his own experience, and that makes the book more convincing. Ideas such as putting off those things that you can decide tomorrow are different and stimulating. There are chapters that are less directly related to the day-to-day business environment, but in general the book is definitely worth reading.

Disappointing and a waste of time
"For example, I feel that polygyny is morally wrong, but I recognize that a sizable fraction of the world's current population...would disagree with me. While my own views are strongly held, I would be disinclined to try to impose my aversion to polygyny on peoples for whom it is a time-honored and respected practice." At that point, I stopped reading this book further. If the author can't 'impose' his views on others regarding multiple marriages, I wondered if he would have ever imposed his views on the those leading Enron, Tyco or Worldcom if they had sought his counsel? Even up to this point in the book, I felt that the author's views were not applicable to the business world where we often don't have the luxury of time and distance that the author does in formulating his opinions. I'm also disappointed in Warren Bennis' advocacy for this book as I'm a big fan of Bennis' books and have read most of them. Now, I will have to be more careful about books Mr. Bennis recommends. There are far better leadership books in the market than this one. My copy is going straight in the trash.

3-Stars On The Gray Scale!
I thought at first that the contents of this new managerial guide would be enlightening and novel. But I was disappointed. Once again we see a guide, which does not address the fundamental qualities of a great leader: expert knowledge in what is being managed and not an annoying, wishy-washy "gray thinking" would-be leader.

A leader with knowledge has no difficulty judging the merits of a new idea and should be capable of making firm and fast decisions based on his/her own expertise as well as that of the experts reporting to him/her. If the leader cannot arrive at a decision on the merits of new ideas, then the leader has no right to call him/herself a leader. Such an individual is deficient in understanding of the field being managed...in other words, an ignoramus, who bluffs his/her way through business life and ends up being an opinionated, flip-flopping weasel. He or she may be sly enough to pretend they can make decisions worthy of a leader, but don't think for a moment that the other employees, who are the real experts, don't see right through the bluff and have zero respect for such a "gray thinking" leader!

Furthermore, to suggest that people "...see themselves as leaders..." breeds an egotistic attitude and is not worthy of great leadership. A true leader is one, who recognizes that he/she is just an employee like everyone else and is respected by his/her knowledgeable colleagues for his/her expertise in the field being managed and led. A leader should be seen as such by others, not put themself on a pedestal above every other fellow employee in the same "boat/company"!

Believe me, I have worked for many years in industry and have seen such "gray thinking" managers hemming and hawing and sweating under the glare of opposing facts because they did not know enough and never will about the subject matter to arrive at any decision for the good of the company and its shareholders. It is not a wise move to think "gray", but one grounded in ignorance and bluff. And everyone saw through our "gray" managers as the "play-acting manager-leaders" that they were. They earned no respect from anyone!

If you would really like to learn from the experts...I suggest a study of the frank perspectives of the people, who will make the ultimate decision on whether you merit the "good manager/leader" title. And I highly recommend the true-to-life episodes in the satirical-humorous book, "MANAGEMENT BY VICE" by the scientist/author C.B.DON as the best teaching tool. As you read it do keep in mind, that while this witty-sharp satire ridicules and honestly exposes many "vices" and follies of mis-management, in life we all most often also learn far more from our own and others' mistakes than from any "grayscale" guide on how not to arrive at any conslusions!

After all, there is such as thing as "Right and Wrong", "Good and Evil". There is also "Great Leadership and present-day Corporate Corruption" --- which is frequently based on selfishness, feeble indecisions and "grayscale" excuses for a whole lot of rotten management practices!

Very illustrative!
Outside-the-box thinking on leadership from one of the country's most renowned college presidents.
In this provocative new book, Steven Sample, one of the nation's most highly regarded university presidents, explodes many romanticized views of leadership and demonstrates how leaders can free themselves from the shackles of conventional wisdom. Never make a decision today that can reasonably be put off to tomorrow. Don't form opinions if you don't have to. Think gray. Shoot your own horse. Don't force others to do your dirty work. The best leaders don't keep up with the popular media and the trades. Machiavelli can help make you a more moral leader. Know what hill you are willing to die on-and keep its exact location to yourself. Know the all important difference between being leader and doing leader. You can't copy your way to the top. "This is an intoxicating read, a bushwacker's delight. With swift, sure strokes, Steve Sample cuts down a lot of bad ideas about leadership and opens up a new path for the next generation to follow. No wonder he has turned around not one but two major universities ... Read more

Book Description

In First, Break All the Rules, Marcus Buckingham and Curt Coffman of the Gallup Organization present the remarkable findings of their massive indepth study of great managers.

In today's tight labor markets, companies compete to find and keep the best employees, using pay, benefits, promotions, and training. But no matter how generous its pay, or how renowned its training, the company that lacks great front-line managers will suffer.

Buckingham and Coffman explain how the best managers select an employee for talent rather than for skills or experience; how they set expectations', how they motivate people by building on each person's unique strengths; and, finally, how great managers find the right fit for each person, not the nextrung on the ladder.

First, Break All The Rules provides vital performance and career lessons for managers at every level. This audiobook shows you how to apply them to your own situation. ... Read more

Reviews (172)

Must read for managers of all levels
If you think you can change people, think again. If you think one of a manager's job is to help people improve upon their weaknesses, think again. If you think climbing the corporate ladder is the best way to improve one's position in the corporate world, well, you got it, think again.

This book, written by Marcus Buckingham and Curt Coffman, and based on 25 years of research by the Gallup Organization, on over 1 million respondents, has debunked a number of management "myths". I put myths in inverted commas simply because they were "truths" -- until First, Break All The Rules (published by Simon & Schuster, London, New York, 1999, ISBN 0-68486138-0) came along.

The Gallup Organization discovered, after asking one million people hundreds of different questions on the subject of managing others, that people excel only when their talents are put to use. Talents are the recurring patterns of thought and behavior that can't be turned on and off at will. They can't be created or altered. According to the authors, people don't change much. Managers should not waste time changing their subordinates, or making them into what they are not. You cannot give new talent to a person.

The books suggests that every human being has talent, and all roles/functions/jobs in a company require talent. You cannot train or develop talent, but you can train, develop and enhance skills and proficiencies. Talent leads to interest; interest leads to motivation; motivation leads to a desire to learn; a desire to learn leads to skills and proficiencies

As for the corporate ladder, the authors suggest that you should throw it away. For example, good sales person might not perform well if she is promoted to sales manager position. She might not have the talent to manage others. Instead, let her continue in the sales position, but improve upon the salary and benefits.

Not New but Infinitely Useful
It's extremely rare that I recommend a book, about once every decade, but I highly recommend this book.

I just read the comments of those who negatively rated this book because it's concepts are not new. That's true of every management/HR/sales/training/leadership/customer service.. book I've read. How many times have you read a business book and thought "yep, that's right, that's exactly what I've experienced" and then became frustrated because of the gap between what could/should be vs the daily reality of your work experiences? How many times have you wished there was some way you could prove that focusing on the individual employee resulted in creating a provable, positive impact on organizational performance, productivity and profits?

The value of this book is that it is the Gallup organization and they've got the numbers to back up what has previously been rejected as "touchy feely" management methods.

The next time you're told "that won't work, nobody does it that way" or "there's no proof organizational performance is increased by focusing on individual strengths, understanding different people are motivated by different methods, selecting people to fit the job, or that managers have no impact on employee retention", simply reference this book and give them 80,000 reasons why they're wrong.

Supposedly, businesses decisions are based on solid numbers. We all know that businesses decisions are really based on perceptions. This book is gives you the numbers to change the many incorrect perceptions about the process of managing people.

Finding the right fit
This book has become priceless to my business. I highly recommend it to any manager who is having trouble motivating and keeping key employees in today's business environment. Happy employees are productive employees and this book gave me ideas that I had never considered when it came down to placing and hiring the right employees . I also recommend Rat Race Relaxer: Your Potential & The Maze of Life by JoAnna Carey as a corporate gift to keep employees motivated throughout the year.

Great Managers help make great employees great
This is by far one of the best management books that I have ever read. The Gallup Organization puts a whole new spin on what makes a great manager great - helping their employees to succeed as well as finding the right "fit" for their talents. This books put a strong emphasis on the different between skills and knowledge, which can be trained and learned, and talents, which cannot. Talents are unique to every individual and will drive all of us to be better at different things. It is the managers job to help us identify and build on these things.
Buckingham and Coffman do a fantastic job at incorporating wisdom and advice from the 80,000 managers that they interviewed which makes this book much easier to relate to. Whether a manager who is looking to enhance their management style, or an employee who is looking for ways to improve themselves and their organization, this is tremendous and very quick read.

A Great book on Common Sense Management
When did we lose our common sense? In college? Whenever this happened (and whatever the cause), this book helps to reclaim our common sense when applied to the world of managing employees of small, medium, and large-based companies.

This book is essential reading for economics majors, MBA students, and those working in management. It cuts through the jargon and helps people realize that management requires an understanding of human nature. It returns us to psychology. After all, the business world is bound by the rules of psychology. Violate the rules and you may harm your business.

The book delivers harsh facts. Not all employees are going to do well at every task. Managers: stop thinking that everyone can do anything. They can't. It's unreasonable to believe it. It's better to create incentives -- both monetary and prestigue -- on the idea that someone may want to continue working in a similar capacity. The book cites attorneys who start out at a law firm at junior associate, associate, senior associate, and then work on to junior partner, partner, and senior partner. Throughout the process, the attorney does not radically change what he or she is doing. Instead, their work merely becomes more interesting and their pay (and equity in the firm) rises over time. That is, rather than promote someone to a position that is radically different from what they are doing, offer perks and monetary advantages as time goes on to your employees.

The book says to promote strengths rather than overcome employee weaknesses. Some people are just never going to be able to do well at certain tasks. The book's realistic edge says we ought to understand this and move on. We can't strive for perfectin in every avenue. Make sure that your employees are doing what they do best at. Therefore, the goals of the firm -- and the employees' morale, will coincide, allowing harmony to exist in the firm. This book has many golden nuggets of wisdom, and it definitely is a keeper.

Michael ... Read more

Book Description

How businesses can thrive by learning which customers are creating the most profit-and which are losing them money.

One of the oldest myths in business is that every customer is a valuable customer. Even in the age of high-tech data collection, many businesses don't realize that some of their customers are deeply unprofitable, and that simply doing business with them is costing them money. In many places, it's typical that the top 20 percent of customers are generating almost all the profit while the bottom 20 percent are actually destroying value. Managers are missing tremendous opportunities if they are not aware which of their customers are truly profitable and which are not.

According to Larry Selden and Geoff Colvin, there is a way to fix this problem: manage your business not as a collection of products and services but as a customer portfolio. Selden and Colvin show readers how to analyze customer data to understand how you can get the most out of your most critical customer segments. The authors reveal how some companies (such as Best Buy and Fidelity Investments) have already moved in this direction, and what customer-centric strategies are likely to become widespread in the coming years.

For corporate leaders, middle managers, or small business owners, this book offers a breakthrough plan to delight their best customers and drive shareowner value. ... Read more

Reviews (4)

Make your Angel Customers Happy
We should all be aware of unprofitable Customers. Anyone in business should be already aware of the 80/20 rule - that 80% of your profits come from 20% of your customers.

This book goes that one step further - by some excellent case studies it shows how 150% of your profits come from 20% of your customers - they are the Angels. The Demons are those 20% of your customers who actually lose you money equal to 150% of your profit.

Its not another book about CRM (Customer Relationship Management), but it is about being Customer-focussed rather than Product-focussed.

I have multiple relationships with Companies who could do with reading this book - including my own employer, with whom I have around 20 Contracts, and yet any one Business Unit only seems to know about 1 or 2 others at best. All those lost selling opportunities - for example they know the ages of my kids from my Travel Insurance Policies, but have never tried to sell me any College Savings Plans!

Read the book and make your Angels happier - and get rid of the Demon ones!

This is a great strategy book
This is a skillfully written, subtile and insightfull book.

I believe that the reviewer who said that "this book stated the obvious and that outside of a novice business student, anyone who finds this book interesting or useful may want to consider another profession than business" has missed the point of this book...completely.

The importance of this book is NOT in stating that "the customer is important .. some more than others". This we all know.

The importance of this book is in outlining a practical methods for ascerting which customers are money making one and which are not money making one **by going at the junction of customer marketing and customer finance**. It is by offering a practical way to relate the two perspectives (the qualitative and the quantitative one) that this book was useful to me.

The key thing I learned from this book is the introduction of detailed customer-finance reasonings to evaluate clients.

I also was greatly inspired by their concept of CUSTOMER DEAVERAGING. I too often see company that thinks in terms of their "average customers" and thereby miss any valuable & actionable insight on how to relate to their customers in a way which is both more profitable and more meaningfull (from both the customers and the client perspective).

Well for company who are like that, I think this is a GREAT book that uncovers what needs to be done in both a practical and theorically sound way.

I can testify that having applied a big part of the framework of this book to solve one strategy problem of one of my european client, we did uncover some really devishly customers (50% of their client acquisition was focusing on customers from which their will be never enough money generated to cover the initial customer acquisition expense) and some really angel ones (25% of their customer acqusition was focused on clients that represents overall 65% of their actual profit). We were also able to do some detailed financial modelling to discover that, in their specific case, they should refocus their attention on the angel customers and probably completely change their business model and value proposition for dealing with their demon ones.

If I had one critic it would be that the part relating customer oriented strategy and the stock valuation is treated without enough precision.

Having said that, I can also state the customer business I was speaking about is a recurrent one and that as a result the benefit of acquiring an angel customer goes well beyond the financial revenue derived from them in the first year. So, beyond the immediate profit improvement that are likely to results from their refocusing on the right customers this year, I anticipate this company to achieve a surge of their financial results in the following years (This hopefully will ultimately also find a reflection in their stock price...)

Behold customer centricity
We have all been frustrated in our interactions with companies that are unable to fulfill our needs. Selden's book paints in broad strokes the steps companies can take to transform themselves into truly customer centered organizations. I have found that while many companies claim to be "customer centric," it is actually impossible for them to be so because, as Seldon insightfully explains, they are not organized around customer segments, are unaware of the varying profitability of these segments, and treat customers equally.

This book should serve as a wake up call to senior executives who desire to take their companies to the next level of success. I found it compelling that the companies cited in the book that have undertaken this transformation have been greatly rewarded through increased profitability and above average stock movement.

After reading this book, I believe that executives may perceive such a reorganization to be daunting and require the use of outside consultants. However, Seldon poignantly points out that the immediacy of favorable results on a small scale will make company wide transformation quickly achievable, and produce substantially improved financial returns.

"Elementary Dr. Watson, elementary"...Garbage
What garbage! I guess if you like PLATITUDES like "mom & apple pie" you'll like this book, or if you're into the OBVIOUS that "customers are important.....some more than others" this book will be a revelation, or if you've never taken a "101 Marketing" course in college or highschool, you'll find the bromidic counsel within this simplistic book (reward good customer & turn bad customers into good customer) new or useful. However, I agree with the book reviewer above: finding practical application to such broad generalities is difficult, if not laughable.

Anyone, outside of a novice business student, that finds this book interesting or useful may want to consider another profession than business! Look for a used copy of this book on Amazon......I'm selling it cheap. How does garbage like this get published? ... Read more

Book Description

PRAISE FOR It's Not Where You Start, It's Where You Finish!

"Along her journey, [Hennessy-Ortega] has inspired, motivated, and encouraged thousands of women to believe they too can turn their dreams and goals into realities. You will love this book; it will produce incredible results in your life."
—Rena Tarbet, Independent Senior National Sales Director Mary Kay Inc.

"With a refreshing style all her own, Gillian Hennessy-Ortega uses her down-to-earth wit and wisdom to ignite your belief in what's possible, raise your level of expectation for your future, recognize your potential, and empower you to take a step ahead of the crowd and into a lifetime of success. A must-read for anyone committed to living their dreams!"
—Lisa Diane, author, When You Can Walk on Water Why Take the Boat?

"Gillian inspired me to reach for the level of excellence I had dreamt of. This book will encourage you, at all levels of your life, to reach for your highest accomplishments. You won't be able to put this book down. Inspiring!"
—Albert Pujols, First Baseman, St. Louis Cardinals 2001 National League Rookie of the Year

"In It's Not Where You Start, It's Where You Finish!, Gillian shares the nuggets of truth that ensure both starting and finishing with results and excellence. As someone who uniquely knows what it means to live the American Dream, she has made herself a master of life and business. Now, as master teacher, she is passing it on to you."
—Pamela Waldrop Shaw, author, Design Your Life 90-Day Planner Independent National Sales Director, Mary Kay Inc.

"Gillian inspires people to reach farther and stretch beyond the comfort zone and into greatness. She has practical, straightforward ideas and tools to help any organization or individual move to the next level of success. I would recommend this book to anyone who desires success in their life."
—Guy F. Hulen, Director of Human Resources Hong Kong Shanghai Banc Corp. (HSBC) ... Read more

Book Description

Based on Jim Kouzes and Barry Posner's classic book The Leadership Challenge, this Workbook will be your hands-on guide for improving your ability to put into action the Five Practices of Exemplary Leadership® model and become a leader who Models the Way, Inspires a Shared Vision, Challenges the Process, Enables Others to Act, and Encourages the Heart.
The Workbook's easy-to-use worksheets make efficient planning simple and practical and supports your success in three ways:

• Reflection: Think about your approach to leadership and become more conscious about how well you engage in each of the Practices.
• Application: Apply the Practices and commitments to all your projects.
• Implications: Record what you've learned about yourself, your team, your organization, and your project.

... Read more

Reviews (1)

Workbook makes it easier to work through
I read the original book a few years ago and found the information very inspirational. I was happy to see the updated printing had chapters on corporate downsizing and covered the loss of jobs due to increased technology in the workplace. Now this workbook helps leaders develop an action plan with enough insight to get the job done. I also recommend reading Rat Race Relaxer: Your Potential & The Maze of Life by JoAnna Carey a great week-by-week guide to motivating employees. ... Read more

Book Description

The best-selling front-line customer service book ever published is now better than ever. More than a decade after the debut ofDelivering Knock Your Socks Off Service, this newly revised edition introduces readers to the next generation of first-class service strategy.Applying the winning Knock Your Socks Off formula to the new demands of 21st-century business, the third edition features all-new chapters onDelivering Knock Your Socks Off E-Service, Creating Trust with Your Customer, and Service Recovery Expectations, plus new and updated stories,real-world examples, and new illustrations by cartoonist John Bush. And as always, Delivering Knock Your Socks Off Service reveals how to:

* See things from the customer's point of view * Become a fantastic fixer and a powerful problem solver * Cope with "customers from hell" * And avoid The 10 Deadly Sins of Customer Service

Today's customer is smarter, more demanding, and more mobile than ever. Once again, Delivering Knock Your Socks Off Service delivers thestrategies, techniques, and tips that will keep those customers coming back. ... Read more

Reviews (12)

It's not Brain Surgery ¿ So why is it so hard to do well?
"Knock Your Socks Off" is an easy to read, well-organized, thorough introduction to the crucial aspects of providing excellent customer service. I kept it on the corner of my desk and read it during lunch hours. The 31 short chapters (approx. 150 pages) can be finished in just a week or two. I intend to pass it along to the Customer Service Reps that work for me as "required reading" (or maybe even splurge and buy them their own copy!)

The book is organized in Four Parts:

1. The Fundamental Principles of Knock Your Socks Off Service - includes the RATER factors: Reliability, Assurance, Tangibles, Empathy, Responsiveness.
2. The How To's of Knock Your Socks Off Service - honesty, rules, doing the right thing, listening, asking questions, winning words and soothing phrases, telephone tips, writing skills, details, thank-yous.
3. The Problem-Solving Side of Knock Your Socks Off Service - how to fix problems, fix the person, apologize, and handling nasty customers.
4. Knock Your Socks Off Service Fitness - Taking Care of You - how to stay calm, professional, and competent and how to have fun doing it

Whether you're new to the business of providing customer service or a seasoned pro, this book will give lots of great advice and a positive perspective on the challenges of providing good customer service. I plan on using the book to help set goals and establish metrics for improving service at my company.

Packed With Knowledge!
In Delivering Knock Your Socks Off Service, Performance Research Associates - with some editorial help from Ron Zemke - highlight the main principles and techniques involved in providing great customer service and resolving customer problems. This lively book features many short chapters, cartoons, bulleted axioms and what-to-do examples. However, much of the information seems very familiar, like a juiced-up version of hints, tips and advice that have appeared in many other customer service books. Thus, it has a kind of déjà vu quality. While someone who is experienced in this field may find the information here too familiar, we recommend this accessible volume as a great introduction to customer service.

Packed with Knowledge!
In Delivering Knock Your Socks Off Service, Performance Research Associates - with some editorial help from Ron Zemke - highlight the main principles and techniques involved in providing great customer service and resolving customer problems. This lively book features many short chapters, cartoons, bulleted axioms and what-to-do examples. However, much of the information seems very familiar, like a juiced-up version of hints, tips and advice that have appeared in many other customer service books. Thus, it has a kind of déjà vu quality. While someone who is experienced in this field may find the information here too familiar, we recommend this accessible volume as a great introduction to customer service.

Great for those joining the service line for the first time
After two weeks of joining the service business I was eagerly looking for a book that discusses about delivering good--if not exceptional--service. My conclusion is that this book will meet your expectations if you are new to the business--just like me.

The authors provided many suggestions and recommendations in ways of delivering quality service. I read this book in the span of two-three months, and by the time I finished reading, I realized that I have been doing pretty much most of the things that the authors are suggesting. And based on my customer service feedback, the authors are pretty correct. So, I walked away knowing that I have been doing the right things and a few more ideas of how to improve my service level.

I would have given a five-star if I can find some of the chapters being elaborated further, such as those towards the end of the book. For example, I would like the chapter (Chapter 20) on Exceptional Servic Is in the Details being further elaborated as I found I need some suggesstions for carrying my service level to another level. Nevertheless, the book does give me some hints on areas to look into.

In conclusion, I would recommend this book to those who join the service industry for the first time and want to get some ideas on providing quality service. And for those who are searching for more, you will be refreshed and walk away with some good suggestions and pointers.

Great Customer Service Builds Profits
Authors' research proves that those who sell and serve with a smile make more money: successful service organizations had lower marketing costs, fewer upset and complaining customers, and more repeat business.

Customers vote with their feet and beat a path only to doors of companies that serve them well.

How-to implementation that can show rookies and pros enviable customer service comes in 31 short, punchy knock-your-socks-off chapters with anecdotes, cartoons, inspirational pep talks, and concrete examples to make messages clear and fun to learn. ... Read more

Book Description

Look in Mickey's Briefcase . . .

Now, an outsider takes you inside the incredible Disney service culture and presents simple, powerful concepts in a fun, memorable waythat just may change the way you conduct business.

Based on hours of interviews and discussions with present and former Disney employees, Inside the Magic Kingdom discloses the secrets behind Disneys success . . . and explains why, of its more than 30 million guests each year, over two-thirds are repeat customers.

This upbeat, easy-to-read book illustrates clear, solid principles with examples that are well-known to Disney insiders but virtually unknown to outsidersuntil now. ... Read more

Reviews (43)

Good. For a seven year old.
This book explains the customer service and overall business philosophies of The Walt Disney Company. The lessons and anecdotes it includes are very good, however the way they are presented is ridiculous. A tour guide who is not at all affliated with Disney takes a group of business people through the Magic Kingdom pointing out various interesting things and showing them just how great Disney is. Of course it all ends up with the stubborn, uptight last man coming around to see what a great company Disney is. How touching. This book was an incredibly easy read. Almost along the lines of; See Spot. See Spot run. Spot likes Disney. Anyone who would find this book useful should be insulted by the level at which it is written. It is worth borrowing for an afternoon quick read but definatly not worth buying.

McDisney
Inside the Magic Kingdom is a great book when read just to get information about why Disney does what it does with its company and theme parks from the standpoint of customer service.

The real power, as I see it, of this book come from seeing that, like McDonalds, Disney has discovered how to apply a customer service attitude across all areas of their business operations. Moreover, these principles are not proprietary and can be learned and applied by anyone seeking to improve his or her company's (or personal) customer service strategy.

Read the book and apply the lessons and don't get too hung up on the dialogue of things.

Good reminders of things companies tend to forget
I thought this book did a great job of conveying its message. To the reviewer who said "The sophisticated executive will not get past the first chapter. Both my husband and I are in upper management and have returned this book", I think you need to give it a chance. I'm sure some of the executives at my company would say the same thing, but as a 20 year employee, I can see many lessons that they could learn from this simple book. Many execs have blinders on - the point of the book is to help remove them!

INSIDE THE MOUSE'S HEAD
INSIDE THE MAGIC KINGDOM is a terrific read just to have a look at how Disney does what it does with its company and theme parks from the standpoint of customer service. Incredible stuff. You won't believe what pains Disney takes to make us more comfortable and, of course, amenable to making a return trip or purchase.

The real "magic" of this book are the applications that anyone can make of its principles to a customer service or to attention to detail that one intends to make in ones own life. Disney does not own the principles here and they can be learned and used by anyone who wants to improve his organization's (or personal) customer service strategy.

THE HORSEMAN

I normally don't like books like this, but...
I normally don't like books like this, but...

this one by a noted customer service guru seemed to please me.

This is one of those books you buy to read on a one hour airplane trip. It's an easy-to-read, fictional story about customer service. Kinda hokey, cute. But it wasn't too cute as this genre often can be.

The book is organized around 7 major customer service concepts. But you'll end up with maybe 20 thoughts that trigger ideas. Many of them will be stupidly simple, but most businesses don't do them. Several of them will be embarassing. Several will be important.

There was one point that I thought was particularly important: Your competition is whoever your customer would compare you to... whoever raises your customer's expectations. So that means FedEx on fast delivery reliability, or in other areas: L.L. Bean, or GE's answer center. So, don't benchmark your industry competition, benchmark the best in each area of your services.

Again, its a cute book but not too cute. It's fun to read, easily consumed in a one hour flight. You'll end up with a few good ideas. It's a great way to keep reminded on customer service topics. I enjoyed finding out more about Disney.

John Dunbar
Sugar Land, TX ... Read more

Book Description

This highly respected book presents strategic and managerial issues in order to emphasize that the decisions made by operations managers should be consistent with a corporate strategy shared by managers in all functional areas. It presents the operations tools and techniques for solving problems in the context of achieving a firm's overall goals and strategies, and provides a balanced treatment of manufacturing and services throughout.The book blends the latest in strategic issues with proven analytic techniques, and offers a wealth of interesting examples to engage readers and bring Operations Management to life. This sixth addition adds an increased emphasis on processes, to provide linkage between operational issues, as well as new problem-solving software and a website with innovative Internet resources. Other coverage includes operations as a competitive weapon, operations strategy, managing technology, total quality management, statistical process control, capacity, location, layout, supply-chain management, forecasting, inventory management, aggregate planning, resource planning, lean systems, and scheduling.For operations managers in a variety of fields. ... Read more

Reviews (7)

mental tools to help tame complexity
I used this book during my MBA studies. It was okay, but I found it got a little detailed and too wordy at times. A more succinct writing style may have helped. Otherwise, the coverage was top-notch, since I really liked the material. The various inventory, forecasting and queuing models were nicely presented, as was linear programming. This book makes you appreciate how complex things are in the real world. Further, it offers you some mental tools to help tame that complexity, like SPC, six-sigma indices, and decision tree analysis.

The companion disk had some very useful things on it: MS Project, a simulation program, and a process-mapping program. I did not use the author's Excel program, though, as we were forced to develop our own during the class.

6th Edition Lacking
We used this book for an MBA course and found it to have numerous errors throughout. Additionally, many of the sections are written to an audience of imbeciles, as the concepts of "repeatability" and "globalization" are explained in extreme detail. The text needs to be updated, especially the section on ERP (no longer in infancy stage). Nothing against Coach K, but the editors for this book have dropped the ball.

Superior text on Operations Management
I used this book in my MBA studies and found it to be one of the best texts in any subject. As the subtitle suggests, it covers both strategic and analytical (or tactical) aspects of ops mgmt.
The book is a well rounded presentation of of the subject using text, graphics, equations, examples, and cases.

The most striking part of the book is in Aggregate Planning. For anyone who has worked in industry, we all know about strategic plans. How often though are other working plans created that are well linked to a strategy? Chapter 14 is the first time I have encountered a treatise on how to approach this. In addressing the types of plans, levels of plans, and their inter- relationships, the student is given the tools needed to actually implement a grand strategy, linked to workable sets of more detailed plans for each function.

Outstanding.

a great book!
found the book quite educative. I think it covers the main topics of operations management very well and in depth.

A very good book to students and professionals
I used this book at FEI , where I studied Industrial Engineering , and it was a very rewarding experience. The book is very well written and easy to understand, combining strategic and operational issues in a excellent way. The charts, graphics and pictures are also very helpfull to visualize the problems and makes the book neat to read. My only complains goes to the little chapter on operations research and also the MRP chapter should be more extensive. ... Read more

Book Description

This package brings together a core text, skill-building workbook, a comprehensive Web site with additional interactive case studies, skills assessments, career tools, and teaching resources drawn from the author's award winning classroom. Together, the book and the assets that surround it show students how to "Get Connected" as they discover the dynamics of management in the context of a challenging and new work environment. They will learn about the responsibilities of a manager and what this means for their future career through many practical examples that are interwoven with core concepts and theories. They will appreciate the clear, concise, and engaging writing style that has made this text successful year after year. And, they will benefit from the solid foundation of research covered, as well as the high quality of examples presented. ... Read more

Reviews (1)

THIS IS A TERRIFIC TEXT!
An excellent introduction to management theory and practices. Major subjects are economic and social environment, planning, organizing, leading, and controlling, each containing key topics such as motivation andteamwork.

Each chapter offers examples (provided as embedded boxes),begins with study questions to provide learning objectives and an openingheadline, and concludes with an excellent summarization of key points, aself-test that is in depth and challenging, and a listing of key terms.Do's and don'ts of managerial behavior are highlighted. Photos and diagramsadd color and clarity.

There are also career development tools, casesand exercises, research projects, and management skills assessments linkedto each chapter and available online and in interactive format at awebsite. A website has been developed in support of this text. IncludesCD-ROM and a good glossary. THIS IS A TERRIFIC TEXT! Reviewed by YvetteBorcia, co-founder, Stern & Associates, co-author of Stern'sSourcefinder: The Master Directory to HR and Business ManagementInformation & Resources, Stern's CyberSpace SourceFinder, and Stern'sCompensation and Benefits SourceFinder. ... Read more

Book Description

Based on the authors' consulting experience with numerous Fortune 500 companies, this resource will help you capture the synergies of your next merger or acquisition more quickly and effectively. Augmenting their step-by-step advice with helpful templates, checklists, graphs and tools; Galpin and Herndon provide sound guidance for successfully integrating different processes, organizations, and cultures. The authors also address pre-deal dos and don'ts, people dynamics, common mistakes, communications strategies, and specific actions you can take to create measurable positive results throughout the integration process. ... Read more

Reviews (4)

Post-Merger Process Tools for Big Companies
Having been a manager at a large company, I can see how this book would be beneficial for managers at large companies that are doing acquisitions. But from the perspective of a manager at a smaller company that is being acquired, this book was not particularly helpful.

Packed With Knowledge!
This thorough, detailed book focuses on the misunderstood aspects of merger and acquisition management. Timothy J. Galpin and Mark Herndon clearly have vast experience and draw on case studies to illustrate their suggestions. They provide sample surveys and integration flow charts to guide hands-on planning, and offer practical advice that you can apply in real-world situations. Not all of these ideas are new, nor do the authors claim them to be. Instead, they apply the most relevant ideas from management and psychology to M&A. The authors hammer home an extremely consistent message: You must communicate. They present their ideas clearly, even though the book is often wordy and uses a lot of passive voice (alas, business prose). Nonetheless, this is actually a very dense book and the authors are careful not to waste the reader's time. This is essential reading for virgin M&A managers, and we at getAbstract think that even experienced acquirers may find much to learn.

About as "Complete" as Possible
There is already an abundance of resources on the subject of M&A, especially those available on the WWW. If you are looking for a single-volume source, this is probably one of the best. The authors devote 14 chapters to virtually all aspects of M&A. In process, with clarity and eloquence, they explain the "Watson Wyatt Deal Flow Model" which, after appropriate modifications, can be applied to almost any organization involved in M&A negotiations, either as a buyer or as a seller. The final chapter, all by itself, is well worth the cost of the book. In it, the authors suggest various "keys" to M&A success. They then provide:

Resource A: Sample Task Force Charter

Resource B: Integration Planning Template

Resource C: Executive Summary of Watson Wyatt Worldwide's 1998-1999 Mergers and Acquisitions Survey

What we have here is a single-volume in which two experts on the subject of M&A seem to share everything they know about the subject. Even if your company is not currently a buyer or seller, its senior-level executives should read this book. Why? Because you just never know. Perhaps sooner than now anticipated, your company will be courted by another...or it will be attracted to another company as a prospective acquisition. In either situation, this book (and the "Watson Wyatt Deal Flow Model" it discusses) will be invaluable.

Supplement to Wall Street M&A deals
The book is a great supplement to the subject of Valuation models and talks about in depth analysis that goes into the art of valuing a company. It actually goes in to informing the reader about the pre-merger and post-merger outcomes.....very informative and analytical! ... Read more

Book Description

In Launching New Ventures, Allen prepares students to spearhead new initiatives—paying special attention to the process and activities required before a start-up can open for business. A conversational approach engages and encourages students to rely on this text as more than just a reference book. Real-world case studies, new venture checklists, plus Allen's own firsthand experience guide students through the logical process of recognizing an opportunity, testing a business concept, and implementing a formal business plan.

• Stressing the early stages of the process, Allen outlines the importance of completing a feasibility analysis prior to developing a business plan—unlike other texts that focus immediately on business plans.
• The Third Edition covers change management, deal structure, database and guerrilla marketing, emerging business models, and business failure.
• Internet Resources, an annotated list of URLs at the end of each chapter, refer students to relevant web sites for more information on chapter concepts.
• Hands-on tools appear at appropriate points throughout, such as outlines for a feasibility plan, a business plan, and an operational plan—plus a 20-point test to verify the status of independent contractors, an incorporation checklist, and a new products checklist.

Reviews (1)

Most informative book in 8 years of business college
This book fully explains how to start a real entrepreneurialventure and make it a success! The author is the bestexpert in the field. I was introduced to this book throughan instructor who had made this book required readingfor a credit class. Instead of wasting hundreds of dollars on some seminar to start a small business, purchase and use this book to discover how much success you canachieve by thinking "outside" of the box. Launch a venture that can give real financial support to you and your employees. Who knows, you may be the next Bill Gates just needing some basic tools to start. Here are those tools. .......... Michael Taylor .......... V.P. Students in Free Enterprise ..........University of North Florid ... Read more

Book Description

The Talent Management Handbook explains how organizations can identify and get the most out of “high-potential people”by developing and promoting them to key positions.

The book explains:

1. A system for integrating three human resources “building blocks”: organizational competencies, performance appraisal, and forecasting employee/manager potential

2.Six human resources conditions necessary for organization excellence

3. How to link your employee assessment process to career planning and development

The Talent Management Handbook will help you design career plans that boost employee morale, as well as create and sustain excellence in your organization. It is full of simple, efficient, easy-to-follow methods for assessing, planning, and developing high-value people to meet your organization’s current and future needs. And it will help you combine your organization’s diverse human resources activities into a single, cogent system.

Featuring best practices from leading companies as well as contributions from field experts who hold top positions in such leading HR consultancies as AON Consulting, The Hay Group, Hewitt Associates, Right Management Consulting. Sibson Consulting, and Towers Perrin, The Talent Management Handbook is an authoritative resource for creating and maintaining excellence in your organization through people management.

Reviews (2)

Organizational Development Demystified
One of the best books on talent management in recent years. An excellent reference work that concisely describes a straightforward, practical approach to the identification, assessment and management of talent in today's competitive business environment. The editors have drawn on a broad knowledge base of professional expertise from top-rated management consultants and leading business practioners in developing this pragmatic , "how-to" guide. Comparable to a first-rate graduate course in organizational development from a premier business school.

Human Resources Strategy for Business Success
The Talent Management Handbook presents a clear and actionable human resources strategy that is tied to business success measures which are explained in the book.

With great thoroughness, the book integrates the key elements of human resources assessment (performance, potential, competencies, career planning, and succession planning) into a cogent system that can be utilized by both managers and human resources professionals in realizing organization success.

The book provides guidance to readers on the specific actions they need to take to implement key human resources strategies. These actions include training, development, education, career management, and compensation. In a practical way, it outlines the way an organization can cultivate its "best people," protect its incumbents and backups for key positions, and properly allocate its resources.

The book clearly identifies the conditions that will cause turnover, poor morale, and performance problems. Additionally, it shows how diversity can be a crucial part of the human capital plan. ... Read more

Book Description

Now in a completely revamped second edition, the authors of Customer Behavior have adapted the content, length, and end-of-chapter materials in the text, producing a new text that is tailored specifically to upper level 4-year programs, or to graduate level programs.Its managerial approach focuses not only on the household consumer but also on the business customer market.This text goes beyond the conventional subject matter of consumer behavior textbooks, focusing not only on the role of customers as buyers, but also on their roles as users and payers. ... Read more

Book Description

Celebrating 20 years of success!

Patent It Yourself is the world's bestselling patent book, recommended by patent attorneys, inventors, librarians and journalists.

Patent attorney and former patent examiner David Pressman takes you -- step-by-step and in plain English -- through the entire patent process, from conducting a patent search to filing a successful application.

Patent It Yourself also covers:

*documenting the invention process
*successful marketing strategies
*foreign patent rights
*assigning and licensing your invention to others
*infringement
*and much more

The 10th edition of Patent It Yourself is completely updated and revised, providing the latest USPTO filing rules, as well as new amendment rules, mailing rules and fees. It also covers the new European Patent Office and Patent Cooperation Treaty rules.

Whether you're new at the inventing game or a grizzled veteran, Patent It Yourself will save you grief, time, and most importantly, money. ... Read more

Reviews (22)

Patent It Yourself by David Pressman is a sure winner!
If you have a great idea, but don't know what to do with it, "Patent It Yourself" by David Pressman is here to help. This book is a true blessing to both novice and seasoned inventors alike. It's organized format and light-hearted illustrations make this a truly enjoyable read. Packed to the gills with information, "Patent It Yourself" will answer virtually any question an aspiring inventor may ask. It covers everything from avoiding invention marketing companies to patent searching, from drafting a patent application to licensing your creation. The author is a practicing patent attorney registered with the U.S. Patent and Trademark Office, a former patent examiner, as well as an inventor himself with his own patents. His experience definitely shines through in each page of this work. As an inventor myself, I have truly put this book to the test. With the aid of "Patent It Yourself", I have taken two ideas from images in my head, to patented, finished products that are supplementing my income. This book has saved me thousands of dollars in legal fees and has also saved me from many a headache. I would definitely recommend "Patent It Yourself" to anyone interested in turning an idea into profit. Christine Hanisco - Lansdale, PA

Worth 6 stars
I have used Pressman's Patent It Yourself since the late 80s to file and process 18 patents, and have saved myself and my business partner (a lot of money) in legal fees. I can't recommend this book highly enough. Pressman is not just knowledgeable, he is a master teacher, imparting information with consumate pedagogic skill. He makes learning of complex legal issues as easy as one can imagine. His prose is often humorous and entertaining as well.

One recommendation: If you use this book to write your first patent filing, let a patent lawyer review the filing before you submit. This shouldn't cost you more than an hour or two in attorney fees and from my experience can enhance your submission and improve its chances for allowance significantly. I did this for my first several submissions and learned something each time. Eventually there was little the attorney could offer, and I then ceased the practice.

Wish I could give 6 stars for this remarkable book.

Don't fire your attorney just because you read this book
One area where I see this book being extremely helpful is in understanding what an attorney needs from the inventor. With a new inventor it can take forever to get the right language to put into an application. If you've read this book though you have a clearer understanding that the whole idea is taking technical language and creating a legal document. If you know the specifics and the structure of the application, preparing yourself to be most efficient with your attorney time is a great way to save on attorney bills the smart way. Having the examples ready, knowing what drawings might be required and understanding what others have already done is nothing but helpful in the process.

That being said, the intellectual property world has many twists and turns through the process that really only someone with experiences can accurately assess. The slightest mistake in a fork in the road can mean the difference between success and failure, spending a fortune or losing it. So although this book really is excellent (spoken from experience) it cannot replace good counsel. Filing patent applications and engaging in the process of prosecuting them can be expensive anyway, with or without a lawyer. For many steps in the process having a lawyer can save you money by steering you away from expensive, unnesessary searches. Once you have a patent it doesn't mean you're free and clear to market your invention either. Licensing and cross licensing can be tricky. International circles of intellectual property law have even more hidden quagmires to circumnavigate. Many lawyers are so highly specialized that negotiating license agreements is all they do. Royalty structures can be complicated and only experience can provide the most comprehensive contracts. Having an attorney provides great leverage just in presence as well. They know how to ask the right questions and for the most part won't waste alot of time. So bottom line is this helps immensely in making the process smoother and more efficient but don't fire your lawyer if you want to be sure you make the most of whatever you created.

Most highly recommended, this new edition has important, substantive additions that reflect changes in the law.

Use this book and save thousands!!!
If you're thinking of filing a patent, David Pressman's Patent It Yourself is an absolute must! The patenting process is fraught with legal pitfalls that can trap even the savvyest, most experienced inventor. This book translates all of the complex, circuitous legalese that lawyers use to make law inaccessible into plain english. Chock-full with diagrams, step-by-step instructions, and tear-out forms, Patent It Yourself is a one-stop guide to patent success.
I have no legal backround and have successfully filed four patents with this book, saving thousands of dollars in lawyers fees. If you're thinking of hiring a lawyer, think again! The average lawyer charges upwards of $5,000 per patent! Why pay all that money when you can buy a book and do it yourself for only $50? From evaluating how well your idea will sell, to preparing the actual application, to understanding international patent protection laws this book covers all of the bases. Pressman has over 40 years of experience as both a patent attorney and a patent examiner and it really shows! Buy this book, it won't let you down!

Detailed, Informative, and very fun to read
This is a truly excellent Book. The author guides the applicant carefully through every step of a patent application, unscrambles the legalese into easy to understand terms, and then provides the legal vocabulary again to create professional sounding patent applications. This book is very useful for inventors whith any level of legal knowledge, from the total beginner to the seasoned inventor with multiple patents. Even professional patent attourneys might learn a few new tricks from this book. The author also covers all aspects of securing inventions, from the decision to patent with respect to the financial benefits, to the patent application, marketing, international patents, and licensing and infingement problems. He points out frequently made errors and gives lots of tips and tricks. A truly excellent book for inventors of all types. (This review refers to the 8th edition) ... Read more

Reviews (20)

A Helpful Guide and Reference
Lean Six Sigma: Combining Six Sigma with Lean Speed
By Michael George

This latest book by Michael George has been an extremely helpful guide and reference for our implementation team members and myself. For seven years we have been in the most critical part of our journey toward a Lean Enterprise. An enterprise where the management system includes the principles of total quality, variation management, value creation, and just-in-time production. I have been recommending Michael George's book to freshman implementers and company executives to help them deal with the perceived dilemma many are experiencing. Do they pursue 'Lean' or do they pursue 'Six Sigma Quality'? And of course the answer is 'yes'. The rush to operational productivity in the last decade has distilled many of the key components and techniques of a 'Lean Enterprise' and marketed them as a complete 'Lean Manufacturing' recipe. Unfortunately this selective design has resulted in diluted capabilities and mediocre results for most. The same is true for those who solely depend on managing by constraints or reducing variation incrementally as their core activity. What Michael George offers in his book is a straightforward and field-tested approach for bringing the critical pieces of the 'Lean/JIT' business model, metrics, and leadership behaviors back into perspective. A perspective that helps either the new implementer or the experienced implementer clear up this perceived dilemma. Michael George says the purpose of the book is to show that the combination of Lean and Six Sigma - when focused on the highest-value projects... can produce remarkable results... This is his simple straightforward message that no one else recently has bothered to tackle.

Don A. Blake, Director
Boeing Production System Implementation
Quality & Process Improvement Dept.
Boeing Wichita Division

Packed with Knowledge!
Six Sigma devotees may dispute the need to add anything to Six Sigma, but a shot of lean thinking provides a production boost. Author Michael L. George contends that Six Sigma reduces product quality variation but does nothing to improve delivery time. That may not be strictly true, and certainly is not beyond cavil. Nonetheless, the author's analysis and presentation of the Lean Six Sigma approach is lucid and straightforward. He explains Six Sigma itself much more clearly than some other writers on the subject. Even Six Sigma devotees will find nothing to object to in his treatment, and he provides some compelling examples of the success of the Lean Six Sigma approach. We recommend this book primarily to leaders and managers of