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.

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.

A Lucky Life Interrupted

Author: Tom Brokaw
Publisher: Random House
ISBN: 9780679604662
Release Date: 2015-05-12
Genre: Biography & Autobiography

NEW YORK TIMES BESTSELLER • WITH A NEW PREFACE BY THE AUTHOR • A powerful memoir of a dramatic year spent battling cancer and reflecting on a long, happy, and lucky life—from the bestselling author of The Greatest Generation, whose iconic career in journalism has spanned more than fifty years Tom Brokaw has led a fortunate life, with a strong marriage and family, many friends, and a brilliant journalism career culminating in his twenty-two years as anchor of the NBC Nightly News and as bestselling author. But in the summer of 2013, when back pain led him to the doctors at the Mayo Clinic, his run of good luck was interrupted. He received shocking news: He had multiple myeloma, a treatable but incurable blood cancer. Friends had always referred to Brokaw’s “lucky star,” but as he writes in this inspiring memoir, “Turns out that star has a dimmer switch.” Brokaw takes us through all the seasons and stages of this surprising year, the emotions, discoveries, setbacks, and struggles—times of denial, acceptance, turning points, and courage. After his diagnosis, Brokaw began to keep a journal, approaching this new stage of his life in a familiar role: as a journalist, determined to learn as much as he could about his condition, to report the story, and help others facing similar battles. That journal became the basis of this wonderfully written memoir, the story of a man coming to terms with his own mortality, contemplating what means the most to him now, and reflecting on what has meant the most to him throughout his life. Brokaw also pauses to look back on some of the important moments in his career: memories of Nelson Mandela, the Dalai Lama, the fall of the Berlin Wall, the morning of September 11, 2001, in New York City, and more. Through it all, Brokaw writes in the warm, intimate, natural voice of one of America’s most beloved journalists, giving us Brokaw on Brokaw, and bringing us with him as he navigates pain, procedures, drug regimens, and physical rehabilitation. Brokaw also writes about the importance of patients taking an active role in their own treatment, and of the vital role of caretakers and coordinated care. Generous, informative, and deeply human, A Lucky Life Interrupted offers a message of understanding and empowerment, resolve and reality, hope for the future and gratitude for a well-lived life. Praise for A Lucky Life Interrupted “It’s impossible not to be inspired by Brokaw’s story, and his willingness to share it.”—Los Angeles Times “A powerful memoir of battling cancer and facing mortality . . . Through the prism of his own illness, Brokaw looks at the larger picture of aging in America.”—Booklist (starred review) “Moving, informative and deeply personal.”—The Daily Beast “The former NBC News anchor has applied the fact-finding skills and straightforward candor that were his stock in trade during his reporting days to A Lucky Life Interrupted.”—USA Today “Brokaw doesn’t paste a smiley face on his story. Again and again, the book returns to stories of loss but also of grace, luck and the beauty of having another swing at bat.”—The Washington Post “Engaging . . . [with] the kind of insight that is typical of Mr. Brokaw’s approach to life and now to illness.”—The Wall Street Journal “Powerful and courageous . . . [Brokaw] looks ahead to the future with hope.”—Bookreporter

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.

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

Love That Boy

Author: Ron Fournier
Publisher: Harmony
ISBN: 9780804140492
Release Date: 2016-04-12
Genre: Family & Relationships

Tyler and I inch toward the Green Room, in line with blow-dried TV anchors and stuffy columnists. He’s practicing his handshake and hello: “It’s a pleasure to meet you, Mr. President. It’s a pleasure to meet you, Mr. President. It’s a pleasure to meet you, Mr. President.” When the couple in front of us steps forward for their picture, my teenager with sky-blue eyes and a soft heart looks up at me and says, “I hope I don’t let you down, Dad.” What kind of father raises a son to worry about embarrassing his dad? I want to tell Tyler not to worry, that he’d never let me down. That there’s nothing wrong with being different. That I actually am proud of what makes him special. But we are next in line to meet the president of the United States in a room filled with fellow strivers, and all I can think about is the real possibility that Tyler might embarrass himself. Or, God forbid, me. LOVE THAT BOY is a uniquely personal story about the causes and costs of outsized parental expectations. What we want for our children—popularity, normalcy, achievement, genius—and what they truly need—grit, empathy, character—are explored by National Journal’s Ron Fournier, who weaves his extraordinary journey to acceptance around the latest research on childhood development and stories of other loving-but-struggling parents.

Decoding the New Consumer Mind

Author: Kit Yarrow
Publisher: John Wiley & Sons
ISBN: 9781118859582
Release Date: 2014-03-18
Genre: Business & Economics

Take a glimpse into the mind of the modern consumer A decade of swift and stunning change has profoundly affected the psychology of how, when, and why we shop and buy. In Decoding the New Consumer Mind, award-winning consumer psychologist Kit Yarrow shares surprising insights about the new motivations and behaviors of shoppers, taking marketers where they need to be today: into the deeply psychological and often unconscious relationships that people have with products, retailers, marketing communications, and brands. Drawing on hundreds of consumer interviews and shop-alongs, Yarrow reveals the trends that define our transformed behavior. For example, when we shop we show greater emotionality, hunting for more intense experiences and seeking relief and distraction online. A profound sense of isolation and individualism shapes the way we express ourselves and connect with brands and retailers. Neurological research even suggests that our brains are rewired, altering what we crave, how we think, and where our attention goes. Decoding the New Consumer Mind provides marketers with practical ways to tap into this new consumer psychology, and Yarrow shows how to combine technology and innovation to enhance brand image; win love and loyalty through authenticity and integrity; put the consumer’s needs and preferences front and center; and deliver the most emotionally intense, yet uncomplicated, experience possible. Armed with Yarrow’s strategies, marketers will be able to connect more effectively with consumers—driving profit and success across the organization.

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.

Jugaad Innovation

Author: Navi Radjou
Publisher: John Wiley & Sons
ISBN: 9781118249741
Release Date: 2012-04-10
Genre: Business & Economics

How to realize your own leadership potential. Based on the bestselling book, Deep Change, The Deep Change Field Guide takes readers through the introspective journey of personal transformation. The field guide streamlines, updates, and augments the content of the original book into an interactive self-teaching course that helps readers learn how to become powerful agents of change. Learning tools include reflection questions, film assignments, and action plans that help readers think about the concepts in terms of their own situations, and identify actions to embody the concepts in their lives. The field guide has been carefully designed so that individual learners can gain the same benefits that students have long enjoyed in the author's courses, and the learning tools also lend themselves to both the academic and professional classroom. Complements to Robert Quinn's bestselling book Deep Change Includes exercise, reflective questions, and worksheets throughout Provides reader with a "self-help" guide to overcoming the personal and professional obstacles that prevent transformational leadership For anyone who yearns to be an internally driven leader, to motivate the people around them, and develop a satisfying work life, The Deep Change Field Guide holds the key"

What Customers Want Using Outcome Driven Innovation to Create Breakthrough Products and Services

Author: Anthony Ulwick
Publisher: McGraw Hill Professional
ISBN: 0071501126
Release Date: 2005-09-06
Genre: Business & Economics

A world-renowned innovation guru explains practices that result in breakthrough innovations "Ulwick's outcome-driven programs bring discipline and predictability to the often random process of innovation." -Clayton Christensen For years, companies have accepted the underlying principles that define the customer-driven paradigm--that is, using customer "requirements" to guide growth and innovation. But twenty years into this movement, breakthrough innovations are still rare, and most companies find that 50 to 90 percent of their innovation initiatives flop. The cost of these failures to U.S. companies alone is estimated to be well over $100 billion annually. In a book that challenges everything you have learned about being customer driven, internationally acclaimed innovation leader Anthony Ulwick reveals the secret weapon behind some of the most successful companies of recent years. Known as "outcome-driven" innovation, this revolutionary approach to new product and service creation transforms innovation from a nebulous art into a rigorous science from which randomness and uncertainty are eliminated. Based on more than 200 studies spanning more than seventy companies and twenty-five industries, Ulwick contends that, when it comes to innovation, the traditional methods companies use to communicate with customers are the root cause of chronic waste and missed opportunity. In What Customers Want, Ulwick demonstrates that all popular qualitative research methods yield well-intentioned but unfitting and dreadfully misleading information that serves to derail the innovation process. Rather than accepting customer inputs such as "needs," "benefits," "specifications," and "solutions," Ulwick argues that researchers should silence the literal "voice of the customer" and focus on the "metrics that customers use to measure success when executing the jobs, tasks or activities they are trying to get done." Using these customer desired outcomes as inputs into the innovation process eliminates much of the chaos and variability that typically derails innovation initiatives. With the same profound insight, simplicity, and uncommon sense that propelled The Innovator's Solution to worldwide acclaim, this paradigm-changing book details an eight-step approach that uses outcome-driven thinking to dramatically improve every aspect of the innovation process--from segmenting markets and identifying opportunities to creating, evaluating, and positioning breakthrough concepts. Using case studies from Microsoft, Johnson & Johnson, AIG, Pfizer, and other leading companies, What Customers Want shows companies how to: Obtain unique customer inputs that make predictable innovation possible Recognize opportunities for disruption, new market creation, and core market growth--well before competitors do Identify which ideas, technologies, and acquisitions have the greatest potential for creating customer value Systematically define breakthrough products and services concepts Innovation is fundamental to success and business growth. Offering a proven alternative to failed customer-driven thinking, this landmark book arms you with the tools to unleash innovation, lower costs, and reduce failure rates--and create the products and services customers really want.

Eleven Rings

Author: Phil Jackson
Publisher: Penguin
ISBN: 9781101617960
Release Date: 2013-05-21
Genre: Sports & Recreation

The inside story of one of basketball's most legendary and game-changing figures A New York Times bestseller During his storied career as head coach of the Chicago Bulls and Los Angeles Lakers, Phil Jackson won more championships than any coach in the history of professional sports. Even more important, he succeeded in never wavering from coaching his way, from a place of deep values. Jackson was tagged as the “Zen master” half in jest by sportswriters, but the nickname speaks to an important truth: this is a coach who inspired, not goaded; who led by awakening and challenging the better angels of his players’ nature, not their egos, fear, or greed. This is the story of a preacher’s kid from North Dakota who grew up to be one of the most innovative leaders of our time. In his quest to reinvent himself, Jackson explored everything from humanistic psychology and Native American philosophy to Zen meditation. In the process, he developed a new approach to leadership based on freedom, authenticity, and selfless teamwork that turned the hypercompetitive world of professional sports on its head. In Eleven Rings, Jackson candidly describes how he: • Learned the secrets of mindfulness and team chemistry while playing for the champion New York Knicks in the 1970s • Managed Michael Jordan, the greatest player in the world, and got him to embrace selflessness, even if it meant losing a scoring title • Forged successful teams out of players of varying abilities by getting them to trust one another and perform in sync • Inspired Dennis Rodman and other “uncoachable” personalities to devote themselves to something larger than themselves • Transformed Kobe Bryant from a rebellious teenager into a mature leader of a championship team. Eleven times, Jackson led his teams to the ultimate goal: the NBA championship—six times with the Chicago Bulls and five times with the Los Angeles Lakers. We all know the legendary stars on those teams, or think we do. What Eleven Rings shows us, however, is that when it comes to the most important lessons, we don’t know very much at all. This book is full of revelations: about fascinating personalities and their drive to win; about the wellsprings of motivation and competition at the highest levels; and about what it takes to bring out the best in ourselves and others. From the Trade Paperback edition.

Hidden Value

Author: Charles A. O'Reilly
Publisher: Harvard Business Press
ISBN: 0875848982
Release Date: 2000
Genre: Business & Economics

Discover How the Best Companies Win Not By Acquiring the Right People--But By Building the Right Organization The "war for talent" is one battle every company believes it should be waging. But while competitors are busy chasing after the same "hot" individuals, smart companies are doing something infinitely more useful and far more difficult to copy--they're building organizations that make it possible for ordinary people at every desk and cubicle in their companies to perform as if they were stars. Blowing up the prevailing wisdom that companies must chase and acquire top talent in order to remain successful,Hidden Valueargues instead that the source of sustained competitive advantage already exists within every organization. O'Reilly and Pfeffer, leading experts on organizational behavior and human resources, argue that how a firm creates and uses talent is far more important than how the firm attracts talent. The authors provide vivid, detailed case studies of several organizations in widely disparate industries--including Southwest Airlines, Cisco Systems, The Men's Wearhouse, and NUMMI--to illustrate how long-term success comes from value-driven, interrelated systems that align good people management with corporate strategy. In a refreshing break from management tomes that force-feed superficial frameworks and trite "rules," the authors instead allow the company stories to take center stage. They guide readers in discovering for themselves how seven different firms maximize talent, why one firm hasn't fully released the hidden value in its work force, and, most importantly, how the winning companies have made it tough for competitors to imitate them. Collectively, the stories reveal a common path to success that places values before strategy, emphasizes implementation over planning, and focuses on getting the best out of all employees, not just individual stars. The authors also explore concerns or questions managers might have about how each company's experience parallels or conflicts with their own. Providing a rare opportunity for managers to actively participate in an invaluable learning process,Hidden Valueoffers a customizable template for building high-performance, people-centered organizations.

The Wisdom of Bees

Author: Michael O'Malley
Publisher: Penguin UK
ISBN: 9780670919499
Release Date: 2010-11-04
Genre: Business & Economics

'It seemed to me that the bees were working on the very same kinds of problems we are trying to solve. How can large, diverse groups work together harmoniously and productively? Perhaps we could take what the bees do so well and apply it to our institutions.' When Michael O'Malley first took up beekeeping he thought it would be a nice hobby to share with his son. But he noticed that bees not only work together to achieve a common goal but, in the process, create a remarkably productive organization, like a miniature but incredibly successful business. O'Malley also realized that bees can teach managers a lot, identifying 25 powerful insights such as: * Distribute authority: the queen bee delegates relentlessly and worker bees make daily decisions * Keep it simple: bees exchange only relevant information * Protect the future: when a lucrative vein of nectar is discovered, the entire colony doesn't rush off to mine it Blending practical advice with interesting facts about the hive, The Wisdom of Bees is a useful and entertaining guide for any manager looking to get the most out of his or her organization.