The Management Game

Business & Money

Schlesinger, Leonard A.

Burst, Ardis

Management & Leadership

Penguin??Books

Book by Schlesinger, Leonard A., Dyer, Davis, Clough, Thomas N., Landau, Diane

Chronicles of Corporate Change: Management Lessons from AT&T and Its Offspring

Dyer, Davis

Clough, Thomas N.

Landau, Diane

Lexington Books

A participatory book that puts the reader in charge at a major corporation tests managerial skills, decision-making, product initiation, problem solving, and more and offers an in-depth analysis of chosen solutions and a gauge for calculating managerial aptitude

Viking Adult

In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.

The Service Profit Chain

Heskett, James L.

Sasser, W. Earl

Industries

Free Press

James Heskett, Earl Sasser, and Leonard Schlesinger reveal powerful new evidence that paying close attention to the employee-customer relationship will enable any organization to be a low-cost provider and achieve superior results -- proving that you can have it all, a goal thought inadvisable just a few short years ago. At the heart of this bold assertion is the authors' indisputable conclusion supported by thirty-one years of groundbreaking research: today's employee satisfaction, loyalty, and commitment strongly influences tomorrow's customer satisfaction, loyalty, and commitment and ultimately the organization's profit and growth -- a quantifiable set of associations the authors call the value profit chain. In what may be the most far-reaching study ever undertaken of the strategic importance of the employee-customer relationship, Heskett, Sasser, and Schlesinger offer profound new insights into the life-long value of both employees and customers and the increasingly important concept of employee-relationship management. Readers will discover how organizations as diverse as aluminum maker Alcoa, travel agency Rosenbluth International, and the Willow Creek Community Church treat employees like customers (in the case of Willow Creek, volunteers as well). Conversely, the authors show how advertising agency Merkley Newman Harty and financial services provider ING Direct treat customers like employees, pursuing the ones they want most. At the Vanguard Group, Cisco Systems, and Southwest Airlines, both practices are common. The authors explain how these organizations and many others -- whether large or small, public or private, or not-for-profit -- achieve profitability and growth or the equivalent by leveraging results and process quality to deliver differentiated products and services at the lowest cost. Timely, essential, and important reading, The Value Profit Chain should be readily accessible on the desk of every forward-thinking manager.

The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees

Economics

Thank you for visiting this page! Because the initial response was so strong and so favorable, Harvard Business Review Press asked us to create a new, updated and expanded version for them. So, while you can no longer buy Action Trumps Everything (version I) you can buy version II which we are now calling Just Start. Paste this address into your browser. http://www.amazon.com/Just-Start-Action-Embrace-Uncertainty/dp/1422143619/ There seems to be no way for Amazon to link these two pages and make it easy on you. We think you will find worth the effort. Regards, Charlie, Len and Paul.

Action Trumps Everything: Creating What You Want in an Uncertain World

Brown, Paul B.

Kiefer, Charles F.

Self-Help

Innovation Associates, Incorporated

How to succeed at work and lifein an increasingly unpredictable world In a world where you can no longer plan or predict your way to success, how can you achieve your most important goals? It’s a daunting question. But in today’s environment, where change is the only constant, it’s a question everyone must answer. This is true whether you are an innovator or an entrepreneur, a manager or a newly minted graduate. The first step, say the authors of this book, is this: Just start.” In other words, take action now and learn as you go. Written by a trio of seasoned business leaders, Just Start combines fascinating research with proven practices to deliver a reliable method for helping you advance toward your goalsdespite the uncertainty that is all too common today. Babson College President Leonard Schlesinger, organizational learning expert Charles Kiefer, and veteran journalist Paul B. Brown share their own deep and varied experiences and draw from a source where striving amid constant uncertainty actually works: the world of serial entrepreneurship. In this world, people don’t just think differentlythey act differently, as well. Using this novel approach, Just Start will help you: Determine the best strategy and tactics when the future is uncertain Minimize financial risk in every decision you make Attract like-minded people to what you want to do (and learn why this is important) Understand why Act. Learn. Build (so you can) Act again” is the best course of action when facing the unknown So throw out your forecasting tools and shrug off that nagging frustration that comes with constant uncertainty. Just Start distills for you the very essence of what makes people successful in today’s volatile environment. This book is your guide to achieving your goalswhether your project is professional or personal, or somewhere in between.

Just Start: Take Action, Embrace Uncertainty, Create the Future

Business Culture

Harvard Business Review Press

Entire service businesses have been built around the ideas of Heskett, Sasser, and Schlesinger, pioneers in the world of service. Now they test their ideas against the actual experiences of successful and unsuccessful practitioners, as well as against demands of the future, in a book service leaders around the world will use as a guide for years to come. The authors cover every aspect of optimal service leadership: the best hiring, training, and workplace organization practices; the creation of operating strategies around areas such as facility design, capacity planning, queue management, and more; the use—and misuse—of technology in delivering top-level service; and practices that can transform loyal customers into “owners.” Looking ahead, the authors describe the world of great service leaders in which “both/and” thinking replaces trade-offs. It’s a world in which new ideas will be tested against the sine qua non of the “service trifecta”—wins for employees, customers, and investors. And it’s a world in which the best leaders admit that they don’t have the answers and create organizations that learn, innovate, “sense and respond,” operate with fluid boundaries, and seek and achieve repeated strategic success. Using examples of dozens of companies in a wide variety of industries, such as Apollo Hospitals, Châteauform, Starbucks, Amazon, Disney, Progressive Insurance, the Dallas Mavericks, Whole Foods, IKEA, and many others, the authors present a narrative of remarkable successes, unnecessary failures, and future promise.

What Great Service Leaders Know and Do: Creating Breakthroughs in Service Firms

Berrett-Koehler Publishers

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Books by Schlesinger, Leonard A.