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.

Employees First Customers Second

Author: Vineet Nayar
Publisher: Harvard Business Press
ISBN: 9781422139066
Release Date: 2010
Genre: Business & Economics

Imagine a management philosophy based not upon serving a company's customers, but on serving the company's employees. Vineet Nayar, CEO of HCL Technologies in India, has put such a philosophy into practice with remarkable results. His "employee first, customer second" mantra has been recognized globally as an example of organizational innovation, and was deemed a "new and radical management philosophy" ripe for the picking in the Western world by Business Week. In this book, Nayar himself describes his blunt refusal to treat the flesh and blood of HCL--its people--as "human resource" or as "intellectual capital" or even as an asset like all its other assets-and how his unique perspective led to an holistic transformation of his organization. By putting employees on top of the organizational pyramid, he argues, your company can fully realize the value created in the interface between customers and employees. This book leads managers and executives through the five core aspects of Nayar's approach, demonstrating how to create a sense of urgency, overhaul incentives and reporting structures, foster transparency in communications and feedback, provide platforms for achievement and personal growth, and finally recognize the potential of every individual in the organization. The "Employee First" philosophy should be the fulcrum of the transformation journey of any organization.

The India Way

Author: Peter Cappelli
Publisher: Harvard Business Press
ISBN: 9781422147597
Release Date: 2010
Genre: Business & Economics

"Over the last two decades, many of India's leading companies have been achieving double-digit growth - even in the midst of a global recession. Understanding what is driving the Indian business juggernaut is an imperative no manager - in any part of the world - can afford to ignore." "In this timely book, professors Peter Cappelli, Harbir Singh, Jitendra Singh, and Michael Useem of the Wharton School India Team reveal the secrets of India's top-performing companies: an innovative, unconventional, and exportable set of management principles they call the "India Way." The authors argue that the India Way could have the same remarkable impact that Japanese business leaders and the "Toyota Way" had on manufacturing around the world: it could change the practice - and purpose - of management on a global scale." "Drawing on interviews with more than one hundred top executives from India's largest corporations - including Infosys Technologies, Reliance Industries, and Tata Sons - the authors reveal how the India Way differs from Western management practice in how organizations manage and value employees; transcend barriers through improvisation; create compelling value propositions that serve a massive, underprivileged market; govern for the long term; and make social issues a business priority. The authors identify how managers in other countries can learn from these practices and adapt them in their own companies."--BOOK JACKET.

The Customer Comes Second

Author: Hal Rosenbluth
Publisher: Harper Collins
ISBN: 9780060526566
Release Date: 2002-08-20
Genre: Business & Economics

Tom Peters says "Hal Rosenbluth's story is one of the great unsung business success sagas -- and in this fully revised and updated 10th anniversary edition of The Customer Comes Second, Rosenbluth and his co-author Diane McFerrin Peters offer proof that his leadership style is one for the new millennium. The secret of his success, and that of his company, Rosenbluth International is simple: Hal Rosenbluth concentrates on his employees first, and his customers second. This is a formula that has worked for more than two decades, and has transformed his company from a small family business into a global industry leader, grossing over $6 billion. In this classic on counterintuitive management practice, the entrepreneurial genius and visionary leader of Rosenbluth International shows you how to use exceptional service to win in any industry! This insightful and compelling book reveals new ideas for hiring, motivating and managing employees, and shows how best to integrate technological innovation and creative solutions into the everyday work experience to ensure that your employees -- your company's greatest asset -- win you the best customers and propel your business to the greatest heights of success. Rosenbluth's tried and tested methods show you how to build highly effective teams, inspire loyalty and initiative, and turn your workplace into a hotbed of synergy where people produce consistently incredible results. For more than ten years, the strategies and ideas in this book have galvanized CEOs, entrepreneurs and managers everywhere, making fans of business leaders and thinkers like Jeff Greenfield, Scott McNealy and many others. These secrets continue to prove themselves today as Rosenbluth International has rapidly emerged as the foremost travel management company since its industry’s devastation following 9/11. Find out how Hal Rosenbluth's winning ideas can transform you and your company: by putting your customer second, you're guaranteed to win!

Multipliers

Author: Liz Wiseman
Publisher: Harper Collins
ISBN: 9780061999482
Release Date: 2010-06-15
Genre: Business & Economics

Wall Street Journal Bestseller A thought-provoking, accessible, and essential exploration of why some leaders (“Diminishers”) drain capability and intelligence from their teams, while others (“Multipliers”) amplify it to produce better results. Including a foreword by Stephen R. Covey, as well the five key disciplines that turn smart leaders into genius makers, Multipliers is a must-read for everyone from first-time managers to world leaders.

Empowered

Author: Josh Bernoff
Publisher: Harvard Business Press
ISBN: 9781422162330
Release Date: 2010-09-14
Genre: Business & Economics

It's the new normal. Now all of your employees are Twittering away and friending clients on Facebook. Not to mention customers--who feel obligated to update your Wikipedia entry with product complaints. In this new world, dealing with empowered employees and customers --Insurgents -- is only going to get more challenging. Employees are using this technology in the workplace and customers are using it in the marketplace, and neither obey the rules you set up. This chaos is your future as a manager. You could try to shut it down and shut it off. Or you can harness it and reap the business benefits. According to Josh Bernoff and Ted Schadler of Forrester Research (the organization that brought you Groundswell), your defense against insurgents is to enable them. At its heart, this is a book about how to scale the management of insurgency, both the innovation of insurgent employees and the energy of insurgent customers. The key is a process Forrester calls E Triple S, for the four elements of managing insurgents effectively: empowering, selecting, scaling, and socializing. While it's based in current trends, the core concept of Managing Insurgents -- that the next management and innovation challenge is harnessing individuals empowered by mobile, social, and connected technology -- is a new idea. In the wake of Groundswell, dozens of social-technology-for-business books cropped up. And there are plenty of books on improving your customer service. But there's no serious business book about management, marketing, and innovation in the throes of this trend. When Insurgency hits, it will be perceived not just as a sequel to Groundswell but as the start of a new management philosophy.

Get Rid of the Performance Review

Author: Samuel A. Culbert
Publisher: Business Plus
ISBN: 9780446569712
Release Date: 2010-04-14
Genre: Business & Economics

The performance review. It is one of the most insidious, most damaging, and yet most ubiquitous of corporate activities. We all hate it. And yet nobody does anything about it. Until now... Straight-talking Sam Culbert, management guru and UCLA professor, minces no words as he puts managers on notice that -- with the performance review as their weapon of choice -- they have built a corporate culture based on intimidation and fear. Teaming up with Wall Street Journal Senior Editor Lawrence Rout, he shows us why performance reviews are bogus and how they undermine both creativity and productivity. And he puts a good deal of the blame squarely on human resources professionals, who perpetuate the very practice that they should be trying to eliminate. But Culbert does more than merely tear down. He also offers a substitute -- the performance preview -- that will actually accomplish the tasks that performance reviews were supposed to, but never will: holding people accountable for their actions and their results, and giving managers and their employees the kind of feedback they need for improving their skills and to give the company more of what it needs. With passion, humor, and a rare insight into what motivates all of us to do our best, Culbert offers all of us a chance to be better managers, better employees and, indeed, better people. Culbert has long said his goal is to make the world of work fit for human consumption. "Get Rid of the Performance Review!" shows us how to do just that.

Human Factors in Project Management

Author: Zachary Wong
Publisher: John Wiley & Sons
ISBN: 9781118047576
Release Date: 2010-12-23
Genre: Business & Economics

In Human Factors in Project Management, author Zachary Wong—a noted trainer and acclaimed leader of more than 250 project teams—provides a summary of "people-based" management skills and techniques that can be applied when working in a team environment. This comprehensive resource brings together in one book new and current models in team motivation and integrates the most significant concepts in team motivation and behaviors into a single set of principles called "Human Factors." Wong shows how these factors can be applied to the most challenging issues facing project managers today including Motivating a diverse workforce Facilitating team decisions Resolving interpersonal conflicts Managing difficult people Strengthening team accountability Communications Leadership

The Open Organization

Author: Jim Whitehurst
Publisher: Harvard Business Press
ISBN: 9781625275271
Release Date: 2015
Genre: BUSINESS & ECONOMICS

This is a story of reinvention. Jim Whitehurst, celebrated president and CEO of one of the world's most revolutionary software companies, tells first-hand his journey from traditional manager (Delta Air Lines, Boston Consulting Group) and “chief” problem solver to CEO of one of the most open organizational environments he'd ever encountered. This challenging transition, and what Whitehurst learned in the interim, has paved the way for a new way of managing—one this modern leader sees as the only way companies will successfully function in the future. Whitehurst says beyond embracing the technology that has so far disrupted entire industries, companies must now adapt their management and organizational design to better fit the Information Age. His mantra? “Adapt or die.” Indeed, the successful company Whitehurst leads—the open source giant Red Hat—has become the organizational poster child for how to reboot, redesign, and reinvent an organization for a decentralized, digital age. Based on open source principles of transparency, participation, and collaboration, “open management” challenges conventional business ideas about what companies are, how they run, and how they make money. This book provides the blueprint for putting it into practice in your own firm. He covers challenges that have been missing from the conversation to date, among them: how to scale engagement; how to have healthy debates that net progress; and how to attract and keep the “Social Generation” of workers. Through a mix of vibrant stories, candid lessons, and tested processes, Whitehurst shows how Red Hat has blown the traditional operating model to pieces by emerging out of a pure bottom up culture and learning how to execute it at scale. And he explains what other companies are, and need to be doing to bring this open style into all facets of the organization. By showing how to apply open source methods to everything from structure, management, and strategy to a firm's customer and partner relationships, leaders and teams will now have the tools needed to reach a new level of work. And with that new level of work comes unparalleled success. The Open Organization is your new resource for doing business differently. Get ready to make traditional management thinking obsolete.

The Customer Service Revolution

Author: John R. DiJulius
Publisher: Greenleaf Book Group
ISBN: 9781626341302
Release Date: 2015-01-06
Genre: Business & Economics

In The Customer Service Revolution, DiJulius points out how numerous companies have made Customer service their biggest competitive advantage, are dominating their industries, and have made price irrelevant. As a result of this Customer service revolution, people are being treated differently, better, and in a way like never before. This is a result of how companies and management are treating their employees and how employees are treating each other and the Customer—which ultimately permeates into people’s personal lives at home and in their communities. Can the way you run your business or treat your Customers have an effect on the world at large? John DiJulius will show you just that! Drawing on years of experience consulting with the top customer service companies around the world and in his role building his first business, John Robert’s Spa, into one of the top 20 salons in the US, DiJulius will show you exactly how to create your very own Customer service revolution and make price irrelevant.

Emerging Markets in an Upside Down World

Author: Jerome Booth
Publisher: John Wiley & Sons
ISBN: 9781118879665
Release Date: 2014-06-03
Genre: Business & Economics

The world is upside down. The emerging market countries are more important than many investors realise. They have been catching up with the West over the past few decades. Greater market freedom has spread since the end of the Cold War, and with it institutional changes which have further assisted emerging economies in becoming more productive, flexible, and resilient. The Western financial crisis from 2008 has quickened the pace of the relative rise of emerging markets - their relative economic power, and with it political power, but also their financial power as savers, investors and creditors. Emerging Markets in an Upside Down World - Challenging Perceptions in Asset Allocation and Investment argues that finance theory has misunderstood risk and that this has led to poor investment decisions; and that emerging markets constitute a good example of why traditional finance theory is faulty. The book accurately describes the complex and changing global environment currently facing the investor and asset allocator. It raises many questions often bypassed because of the use of simplifying assumptions and models. The narrative builds towards a checklist of issues and questions for the asset allocator and investor and then to a discussion of a variety of regulatory and policy issues. Aimed at institutional and retail investors as well as economics, finance, business and international relations students, Emerging Markets in an Upside Down World covers many complex ideas, but is written to be accessible to the non-expert.

Ascent of the A Word

Author: Geoffrey Nunberg
Publisher: PublicAffairs
ISBN: 9781610391764
Release Date: 2012-08-14
Genre: Language Arts & Disciplines

It first surfaced in the gripes of GIs during World War II and was captured early on by the typewriter of a young Norman Mailer. Within a generation it had become a basic notion of our everyday moral life, replacing older reproaches like lout and heel with a single inclusive category––a staple of country outlaw songs, Neil Simon plays, and Woody Allen movies. Feminists made it their stock rebuke for male insensitivity, the est movement used it for those who didn’t “get it,” and Dirty Harry applied it evenhandedly to both his officious superiors and the punks he manhandled. The asshole has become a focus of collective fascination for us, just as the phony was for Holden Caulfield and the cad was for Anthony Trollope. From Donald Trump to Ann Coulter, from Mel Gibson to Anthony Weiner, from the reality TV prima donnas to the internet trolls and flamers, assholism has become the characteristic form of modern incivility, which implicitly expresses our deepest values about class, relationships, authenticity, and fairness. We have conflicting attitudes about the A-word––when a presidential candidate unwittingly uttered it on a live mic in 2000, it confirmed to some that he was a man of the people and to others that he was a boor. But considering how much the word does for us, and to us, it hasn’t gotten nearly the attention it deserves––at least until now.

The Leader s Guide to Radical Management

Author: Stephen Denning
Publisher: John Wiley & Sons
ISBN: 0470651369
Release Date: 2010-09-14
Genre: Business & Economics

A radical new management model for twenty-first century leaders Organizations today face a crisis. The crisis is of long standing and its signs are widespread. Most proposals for improving management address one element of the crisis at the expense of the others. The principles described by award-winning author Stephen Denning simultaneously inspire high productivity, continuous innovation, deep job satisfaction and client delight. Denning puts forward a fundamentally different approach to management, with seven inter-locking principles of continuous innovation: focusing the entire organization on delighting clients; working in self-organizing teams; operating in client-driven iterations; delivering value to clients with each iteration; fostering radical transparency; nurturing continuous self-improvement and communicating interactively. In sum, the principles comprise a new mental model of management. Author outlines the basic seven principles of continuous innovation The book describes more than seventy supporting practices Denning offers a rethinking of management from first principles This book is written by the author of The Secret Language of Leadership—a Financial Times Selection in Best Books of 2007.

The Digital Mind

Author: Arlindo Oliveira
Publisher: MIT Press
ISBN: 9780262036030
Release Date: 2017-03-17
Genre: Computers

How developments in science and technology may enable the emergence of purely digital minds -- intelligent machines equal to or greater in power than the human brain.

What the CEO Wants You to Know

Author: Ram Charan
Publisher: Crown Business
ISBN: 9780553417784
Release Date: 2017
Genre: Business & Economics

A powerful lesson in what is really important in business, this remarkable book by an ultimate insider takes the lessons of the peddler and reveals how they can be used by the rest of us. Reminiscent of bestsellers such as "Who Moved My Cheese?" and" The One-Minute Manager, What the CEO Wants You to Know" is simple, direct, and of immense use to everyone in business.