Employees First Customers Second

Author: Vineet Nayar
Publisher: Harvard Business Press
ISBN: 9781422159323
Release Date: 2010-06-08
Genre: Business & Economics

One small idea can ignite a revolution just as a single matchstick can start a fire. One such idea—putting employees first and customers second—sparked a revolution at HCL Technologies, the IT services giant. In this candid and personal account, Vineet Nayar—HCLT’s celebrated CEO—recounts how he defied the conventional wisdom that companies must put customers first, then turned the hierarchical pyramid upside down by making management accountable to the employees, and not the other way around. By doing so, Nayar fired the imagination of both employees and customers and set HCLT on a journey of transformation that has made it one of the fastest-growing and profitable global IT services companies and, according to BusinessWeek, one of the twenty most influential companies in the world. Chapter by chapter, Nayar recounts the exciting journey of how he and his team implemented the employee first philosophy by: • Creating a sense of urgency by enabling the employees to see the truth of the company’s current state as well as feel the “romance” of its possible future state • Creating a culture of trust by pushing the envelope of transparency in communication and information sharing • Inverting the organizational hierarchy by making the management and the enabling functions accountable to the employee in the value zone • Unlocking the potential of the employees by fostering an entrepreneurial mind-set, decentralizing decision making, and transferring the ownership of “change” to the employee in the value zone Refreshingly honest and practical, this book offers valuable insights for managers seeking to realize their aspirations to grow faster and become self-propelled engines of change.

Designing Service Excellence

Author: Brian Hunt
Publisher: CRC Press
ISBN: 9781439840467
Release Date: 2014-11-13
Genre: Business & Economics

The moment of truth—that instant when consumers experience and judge service quality—is often a deciding factor in business success. Designing Service Excellence: People and Technology provides practical information on the design, management, and organization of many different types of service industries, such as hotels, restaurants, banks and financial institutions, retail, and the public sector. The authors investigate the consumers’ experience and judgment on service quality, which ultimately determines the success or failure of the service. They then consider people, usability, and technology in the automation of high-quality service. This research-driven book identifies service—in a variety of forms—as an area of business and management where rapid change is taking place. The authors examine how service has become a balance between people and technology and explore this relationship as one of the key drivers of change. They discuss how social, cultural, and technological developments influence the ways in which customers contact, negotiate, and purchase services from their chosen service providers. These same developments are also driving communications between customers relating to the services they buy and are willing to recommend to others (or otherwise). Intermingled, these features of our current-day lives have changed the nature of service provision and service use. When your organization has its moment of truth, how will it measure up? Organizations whose business has service at its core and whose activities focus mainly on service design, management, and delivery are likely to find increasingly that, for survival, service is a matter of life or death. This book provides a deep understanding of the relationship between people and technology along with an ergonomic approach to the design and management of service delivery that helps you deliver the value and benefits that customers not only want, but increasingly come to expect.

The New Brand Spirit

Author: Christian Conrad
Publisher: CRC Press
ISBN: 9781317023050
Release Date: 2016-03-03
Genre: Business & Economics

Effective sustainability communication can deliver business value. Get it wrong, however, and the reputational damage will be costly. Stakeholders, and the general public as well as activists, are unforgiving of companies whose products, services, business practices or culture fall short of their socially responsible rhetoric. Based on close to one hundred in-depth interviews with leading experts, Christian Conrad and Marjorie Thompson's The New Brand Spirit helps corporate communications and marketing professionals tackle this conundrum by providing a first-hand view of eight distinct and relevant stakeholder perspectives. Nineteen comprehensive and well-researched best practice cases from sustainability leaders like IBM, Unilever, Marks & Spencer and Puma will inspire all those tasked with communicating sustainability with practical and applicable tools and lessons learned. The result is a book that will enable senior executives, corporate communication professionals and brand managers to decide when, to whom and how to communicate sustainability related messages - and when not to.

Influencing Organizational Effectiveness

Author: Linda Dr Holbeche
Publisher: Routledge
ISBN: 9781317808848
Release Date: 2016-12-08
Genre: Business & Economics

In this book Linda Holbeche offers an historical narrative on the changing landscape of work since the 1980s and considers how definitions of organizational effectiveness have changed over time. She considers the characteristics and effects of the neo-liberal work culture of new capitalism, and how HRM practices have contributed to shaping this work culture. Influencing Organizational Effectiveness challenges mainstream thinking around business strategy, change and organizational effectiveness, and about the roles of HRM and management. While the overall tone of the book is critical, Holbeche argues that HRM can play an active role in giving voice to employees and advancing organizational effectiveness. Grounded in research, this book includes reflective questions, case studies and helpful guidelines to support HRM and organizational development professionals and master's-level students. It illustrates what ‘better’ might look like and how HRM can contribute to a new definition of effectiveness which is aligned to the needs of modern organizations.

Bridging Engagement Gaps

Author: Vincent Miholic Ph.D.
Publisher: iUniverse
ISBN: 9781491796894
Release Date: 2016-08-18
Genre: Business & Economics

Bridging Engagement Gaps amasses an eclectic blend of business research and analysis, philosophy and the arts, as well as practical examples and illustrations to better understand the obstacles we confront and the foundational constructs related to realizing optimal worker engagement. Whether you are an intern, thirty-year employee, manager, or business owner, you play a critical role in determining personal and organizational success. Leadership in the workplace begins with basic decency and integrity and has little to do with job titles. Therefore, there must be widespread participation in critical decision-making if your intent is to engage everyone. This resource guide delivers tools and strategies to drive exploratory and evaluative conversations about driving more engagement in the workplace. Learn how to: define what engagement means and why its important; celebrate the success of others to drive engagement; landscape a culture in which employees flourish; and champion multiple points of view. Fully-engaged employees bring passion, purpose, and discretionary energy to their work, but they must feel secure in taking risks and know that their suggestions count. Give them the tools they need to succeed while helping disengaged employees rediscover their passion by Bridging Engagement Gaps.

How I Did It

Author: Harvard Business Review
Publisher: Harvard Business Review Press
ISBN: 9781625272263
Release Date: 2014-02-25
Genre: Business & Economics

Powerful stories from the world’s top CEOs to help prepare you for the hard decisions ahead. The essays in How I Did It teach and inspire. Pulled directly from the pages of one of the most popular columns in Harvard Business Review, these essays offer firsthand accounts of the most difficult management challenges faced by the men and women who occupy the corner office. It’s the next best thing to sitting down and talking face-to-face with these corporate leaders. You’ll hear from renowned global leaders including: Kevin Ryan, Gilt Groupe Mindy Grossman, HSN Kevin Plank, Under Armour Daniel P. Amos, Aflac Pramod Bhasin, Genpact Eric Schmidt, Google Ellen Kullman, DuPont Patrizio Bertelli, Prada Pierre Omidyar, Omidyar Network Jorge Cauz, Encyclopaedia Brittanica Richard Gelfond, IMAX Let these potent stories of strategic thinking—and often bold and unconventional action—be your guide as you step into your own future as a leader.

Approaching Change One Story At a Time 20 Stories and Insights for Coaches Facilitators Trainers and Change Leaders

Author: Bob Dick
Publisher: eBookIt.com
ISBN: 9781456621674
Release Date: 2014-03-31
Genre: Business & Economics

This e-book innovatively explores: * Stories that every change leader needs to read * The often unexamined role of the "ordinary" person in change * How stories can help you be a more engaging coach, facilitator, trainer, leader, ... * The power of story as a tool for influence * How archetypes provide a way of interpreting stories * The different meaning of first, second and third-person stories * The deeper meanings behind "All stories are true but some actually happened" * Ways of effective story listening and interpreting * Understanding that "What's not said" is as important, or more so, than what is said * How story helps us work more intuitively with organisational systems

Collective Genius

Author: Linda A. Hill
Publisher: Harvard Business Review Press
ISBN: 9781422187593
Release Date: 2014-05-13
Genre: Business & Economics

Why can some organizations innovate time and again, while most cannot? You might think the key to innovation is attracting exceptional creative talent. Or making the right investments. Or breaking down organizational silos. All of these things may help—but there’s only one way to ensure sustained innovation: you need to lead it—and with a special kind of leadership. Collective Genius shows you how. Preeminent leadership scholar Linda Hill, along with former Pixar tech wizard Greg Brandeau, MIT researcher Emily Truelove, and Being the Boss coauthor Kent Lineback, found among leaders a widely shared, and mistaken, assumption: that a “good” leader in all other respects would also be an effective leader of innovation. The truth is, leading innovation takes a distinctive kind of leadership, one that unleashes and harnesses the “collective genius” of the people in the organization. Using vivid stories of individual leaders at companies like Volkswagen, Google, eBay, and Pfizer, as well as nonprofits and international government agencies, the authors show how successful leaders of innovation don’t create a vision and try to make innovation happen themselves. Rather, they create and sustain a culture where innovation is allowed to happen again and again—an environment where people are both willing and able to do the hard work that innovative problem solving requires. Collective Genius will not only inspire you; it will give you the concrete, practical guidance you need to build innovation into the fabric of your business.

Business

Author: Editors Of Perseus Publishing
Publisher: Cambridge, MA : Perseus Publishing
ISBN: UOM:39015055887098
Release Date: 2002
Genre: Business & Economics

Offers essays by more than 150 top business leaders that cover a range of topics pertaining to management, as well as biographical information, a world almanac with twenty-six industry sector surveys, and profiles of 150 countries.

Fortune

Author: Henry Robinson Luce
Publisher:
ISBN: STANFORD:36105113271154
Release Date: 2002
Genre: Business