Now, there is a formula for leadership, the LQ. Like the Intelligence Quotient and the Emotional Quotient that preceded it, The Leadership Quotient contains verifiable dimensions of leadership that are designed to improve every leader's performance. The Leadership Quotient makes the complex simple by fitting the 12 dimensions of leadership into a framework of leader, follower, and environment. The Leadership Quotient makes the three components measurable and practical for the reader. The "nature vs. nurture" argument is over. There is general agreement that effective leaders are prepared by nature and refined by nurture. The need for improved leadership has never been greater, as witnessed by corporate scandals, world tumult, and economic morass. The failure of ethical moralities and the dumbing down of education give clarion calls for the type of improved leadership available through the application of LQ principles. The Leadership Quotient is thoroughly researched by two leadership experts, who combined, have 37 years of practical business leadership, 45 years of formal education, and 25 years of teaching leadership at the university level. Yet, the book is accessibly written for leadership practitioners. The LQ is years of comprehensive research packaged in a simplified formula for immediate application.
Now, there is a formula for leadership, the LQ. Like the Intelligence Quotient and the Emotional Quotient that preceded it, The Leadership Quotient contains verifiable dimensions of leadership that are designed to improve every leader's performance. The Leadership Quotient makes the complex simple by fitting the 12 dimensions of leadership into a framework of leader, follower, and environment. The Leadership Quotient makes the three components measurable and practical for the reader. The "nature vs. nurture" argument is over. There is general agreement that effective leaders are prepared by nature and refined by nurture. The need for improved leadership has never been greater, as witnessed by corporate scandals, world tumult, and economic morass. The failure of ethical moralities and the dumbing down of education give clarion calls for the type of improved leadership available through the application of LQ principles. The Leadership Quotient is thoroughly researched by two leadership experts, who combined, have 37 years of practical business leadership, 45 years of formal education, and 25 years of teaching leadership at the university level. Yet, the book is accessibly written for leadership practitioners. The LQ is years of comprehensive research packaged in a simplified formula for immediate application.
Many of us have endured a stint in food service, whether it was our first venture into the working world or served as a part-time job strictly for extra income. For the majority of us, there was never any intention of pursuing it as a career. However, the fast pace and interaction with a variety of people delights some, and they develop an enthusiastic attitude toward the business. These people often understand the sound fundamentals of food preparation, appreciate the value of personal service, and possess excellent people skills. But there is much more to the world of food service and food service management. This book reveal all the hidden facets of this fast-paced business and show you how to succeed as a food service manager. The author, Bill Wentz, speaks from experience, making his advice that much more valuable. Wentz truly understands the industry and shares the priceless experiences he had and lessons he learned throughout his career. In this book, you will learn if a food service career is right for you, the many opportunities available in the industry, and where to go for the best training. Food service managers will learn how to predict food costs, how to achieve profit goals, how to conduct recipe cost analysis, and how to realistically price a menu. In addition, this book discusses labor costs and controls, profit and loss statements, accounting systems, inventory, sanitation, and effective communication. Furthermore, Wentz shares his philosophies regarding ethics, hospitality, and performance. This book will show you how to develop and nurture your relationships with customers and how to keep them coming back to your establishment time after time, as well as how to be an effective manager, how to hire and train employees, how to get results, and how to further your success. The topics of proper kitchen design and layout, time management, and food quality are also covered in this unique book. Atlantic Publishing is a small, independent publishing company based in Ocala, Florida. Founded over twenty years ago in the company president's garage, Atlantic Publishing has grown to become a renowned resource for non-fiction books. Today, over 450 titles are in print covering subjects such as small business, healthy living, management, finance, careers, and real estate. Atlantic Publishing prides itself on producing award winning, high-quality manuals that give readers up-to-date, pertinent information, real-world examples, and case studies with expert advice. Every book has resources, contact information, and web sites of the products or companies discussed.
Policy making is not only about the cut and thrust of politics. It is also a bureaucratic activity. Long before laws are drafted, policy commitments made, or groups consulted on government proposals, officials will have been working away to shape the policy into a form in which it can be presented to ministers and the outside world. Policy bureaucracies - parts of government organizations with specific responsibility for maintaining and developing policy - have to be mobilized before most significant policy initiatives are launched. This book describes the range of work policy officials do. The 140 civil servants interviewed for this study included officials who helped originate policies which were subsequently taken over as manifesto commitments by the Labour Party; officials who helped devise the formula by which billions of pounds are allocated to local government in grants; and also officials who recommended to the Secretary of State that a controversial publisher be allowed to take over a national newspaper. The background and career paths of middle-ranking officials show them to be a diverse group who do not tend to develop long-term subject specialisms. The instructions to which these officials work - whether coming from ministers or senior officials - are often very broad and leave much to personal interpretation. Policy Bureaucracy goes on to examine how ministers and senior officials affect the work of middle ranking officials and the cues policy bureaucrats use to develop policy. The analytical approach adopted in the book is derived from Alvin Gouldner's Patterns of Industrial Bureaucracy and his elaboration of Max Weber's notion that hierarchy and expertise place a fundamental tension at the heart of modern bureaucracies. In the UK this tension is handled by combining 'invited authority' with 'improvised expertise'. The book also explores other models of handling this tension in political systems in Europe and the USA.
The eSourcing Capability Model for Service Providers (eSCM-SP) is the best practices model that supports sourcing organizations successfully manage and reduce their risks and improve their capabilities across the entire sourcing life-cycle. It addresses the critical issues related to IT-enabled sourcing (eSourcing) for both outsourced and in-sourced (shared services) agreements. Each of the Model's 84 Practice is distributed along three easy to follow dimensions: Sourcing Life-cycle, Capability Area, and Capability Level, and have been applied in IT, BPO, and KPO settings. The eSCM-SP has been designed to complement existing quality models so that service providers can capitalize on their previous improvement efforts. ITIL V3 suggests that ITIL be supplemented with eSCM when service management is performed in the context of a sourcing arrangement. A series of documents comparing the eSCM-SP with other models and standards has been developed. Developed by The IT Services Qualification Center (ITSqc) and endorsed by a number of organizations including IAOP (International Association of Outsourcing Professionals), this title represents a major step forward for professionals looking to implement Best Practice within the Industry.
In today's complex media environment, aspiring filmmakers and new media artists are as vulnerable as swimmers in shark-infested waters. This user-friendly guide supplies creative artists with the essential legal concepts needed to swim safely with lawyers, agents, executives, and other experts in intellectual property and business law How do I copyright my screenplay? How can I clear rights for my film project? What can I do to avoid legal trouble when I produce my mockumentary? How do I ascertain whether a vintage novel is in the public domain? Is the trademark I've invented for my production company available? What about copyright and trademark rights overseas? If I upload my film to YouTube, do I give up any rights? Bill Seiter and Ellen Seiter answer these questions and countless others while also demystifying the fundamental principles of intellectual property. Clear and thorough, this plain-spoken and practical guide is essential for anyone seeking to navigate the rapidly changing media environment of today.
The International Group for Policy and Program Evaluation (INTEVAL) serves as a forum for scholars and practitioners of public policy to discuss ideas and developments as a community dedicated to enhancing the contribution of evaluation to government. From the group's studies has emerged a concern with the impact of public management reforms. Collaboration in Public Services examines collaboration in the delivery of public policies and identifies the challenges for policy and program evaluation. Written by a mix of academics, program managers, evaluators, and auditors, this volume explores the forms and challenges of collaboration in different national contexts. Chapter 1 introduces the notion and manifestations of collaboration and discusses emerging issues. Chapter 2 examines partnerships and networks of public service delivery. Chapter 3, drawing on Dutch and British data, reveals the QUANGO as both a collaborative end and means. Chapter 4 analyzes Israel's push to enhance collaboration with voluntary organizations. Chapter 5 examines the Canadian and Danish experiences. Chapter 6 suggests that the creation of markets to improve quality has not been totally successful at least in Nordic countries. Chapter 7 suggests that traditional service values such as trust and parliamentary accountability are challenged by the complexity of collaboration, but, using illustrations from Canada and other OECD countries, argues that results-based governance can increase trust, flexibility, and empowerment. Chapter 8 demonstrates from Dutch and Canadian experiences that auditor responses to collaborative delivery tend to overlook traditional roles as guardians of accountability on behalf of parliaments. Chapter 9 deliberates the efficacy of programs involving multiple partners. Chapter 10 discusses the lessons and challenges of evaluation and collaborative government.
Why Do You Need Permission To Profit? Because you have a ""Paycheck Personality.""You were trained to work hard, and wait for a paycheck. The amount of money your boss gave you was your ""permission"" to live. It was your permission to buy a house, send your kids to school, take vacations, etc. You developed a paycheck personality that kept you at a fixed economic level. You traded your time for dollars, and your friends and family did the same thing. Now, suddenly, you are in business for yourself. Instead of working for a limited paycheck, you have the opportunity to create unlimited profits. To do that, however, you must learn to Add Value by solving problems for your company, customers, and downline. Most importantly, you need to give yourself Permission to Profit.In this, his 18th book, Bill Quain shows you EXACTLY how to change your thinking to change your life. You will learn to Quickly and Easily: 1. Replace Retailers in the Value Chain to earn profits2. Determine where the money comes from so you can make more.3. Identify top targets among your customers and downline4. Use the 10 Keys to Add Value, motivate those around you, and reap the big rewards of your business model5. Free yourself from your paycheck personality and make more money.Stop worrying about what other people think, and give yourself permission to reach your dreams.
As a governing body, Congress continually adapts to changes in process and practice. The Eleventh Edition of Walter Oleszek’s definitive work updated with new developments and fresh research, continues to examine how this procedural context governs every aspect of the House and Senate and affects lawmakers as they make voting decisions, expedite legislation, or defeat a bill. Congressional Procedures and the Policy Process reveals how the majority and minority parties use procedural devices to achieve their political goals and offers an assessment of the role of conference committees in reconciling bicameral differences. Not shying away from the complexity of the topic, Oleszek and new coauthors Mark Oleszek, Elizabeth Rybicki, and Bill Heniff Jr. ensure that the machinations of Congress are understandable through an array of interesting examples, topical cases, and anecdotes that they are uniquely positioned to witness and experience firsthand. ?
Bill Scott and James Hawkins describe in easy to understand terms how convenience store operators can double the profits in every store and turn their convenience stores into Cash Generating Monsters.
Note: This book is available in several languages: French, English. The eSourcing Capability Model for Client Organizations (eSCM-CL) is the best practices model that enables client organizations to appraise and improve their capability to foster the development of more effective relationships and to better manage these relationships. This title helps readers successfully implement a full range of client-organization tasks, ranging from developing the organization's sourcing strategy, planning for sourcing and service provider selection, initiating an agreement with service providers, managing service delivery, and completing the agreement. The eSCM-CL has been designed to complement existing quality models and sourcing frameworks so that clients can capitalize on their previous improvement efforts and meet mandated requirements. ITIL V3 suggests that ITIL be supplemented with eSCM when service management is performed in the context of a sourcing arrangement. Developed by The IT Services Qualification Center (ITSqc) and endorsed by a number of organizations including IAOP® (International Association of Outsourcing Professionals), this title represents a major step forward for professionals looking to implement Best Practice within the Industry.
The only comprehensive and authoritative reference guide to the ASME Bioprocessing Piping and Equipment (BPE) standard This is a companion guide to the ASME Bioprocessing Piping and Equipment (BPE) Standard and explains what lies behind many of the requirements and recommendations within that industry standard. Following an introductory narrative to the Standard's early history, industry related codes and standards are explained; the design and engineering aspects cover construction materials, both metallic and nonmetallic; then components, fabrication, assembly and installation of piping systems are explored. Examination, Inspection and Testing then precede the ASME BPE certification process, concluding with a discussion on system design. The author draws on many years' experience and insights from first-hand involvement in the field of industrial piping design, engineering, construction, and management, which includes the bioprocessing industry. The reader will learn why dimensions and tolerances, process instrumentation, and material selection play such an integral part in the manufacture of components and instrumentation. This easy to understand and navigate guide will assist engineers (design, piping, chemical, etc.) who need to understand the basis for much of the Standard’s content, as do the contractors and inspectors who have to meet and validate compliance with the BPE Standard.
Van Jones, Al Gore, Elizabeth Kolbert, Naomi Klein, and other essential voices on global warming, from its 19th-century discovery to the present, in a volume edited by Bill McKibben, our most widely respected environmental writer With the rise of extreme weather events worldwide--witness the devastation wrought by Hurricanes Sandy, Irene, and Katrina, and the sustained drought across the American West--global warming has become increasingly difficult to deny. What is happening to our planet? And what can we do about it? The Global Warming Reader provides more than thirty-five answers to these burning questions, from more than one hundred years of engagement with the topic. Here is Elizabeth Kolbert's groundbreaking essay "The Darkening Sea," Michael Crichton's skeptical view of climate change, George Monbiot's biting indictment of those who are really using up the planet's resources, NASA scientist James Hansen's testimony before the U.S. Congress, and clarion calls for action by Al Gore, Arundhati Roy, Naomi Klein, Van Jones, and many others. The Global Warming Reader is a comprehensive resource, expertly edited by someone who lives and breathes this defining issue of our time.
When your health is at risk, you want to consider every option. In Alternative Cures, three hundred of America’s top doctors and natural healers–herbalists, nutritionists, homeopaths, and naturopaths–share more than one thousand safe and effective remedies for many health concerns. Inside you’ll discover • a nutrient that blocks the side effects of arthritis drugs • a two-nutrient combo that can help cure chronic fatigue • an herbal “cocktail” that stops common flu symptoms in twenty-four hours • an amino acid that works as well as Viagra • a group of remedies that rein in high blood pressure • a natural hormone cream that rebuilds bones • a home remedy that stops sugar cravings immediately Plus, there are easy-to-follow illustrations of healing exercises and pain-relieving pressure points–along with guidance on when to seek a professional. Alternative Cures provides not only health advice but peace of mind. “A valuable resource of alternative and integrated medicines.” –Elson M. Haas, M.D., author of The False Fat Diet
The workbook addresses several concepts and starts with the prevention of relapse. The major part of the workbook is how to develop support systems for maintaining recovery that contribute to successful recovery. The text shows many elements that contribute to addiction. It goes into detail about the genetic aspects of addiction. There is also a segment of how executive functioning of the brain can get impaired with addiction that compromises judgment, impulse control, and the ability to organize. But these impairments can be temporary with practicing having good judgment and impulse control, since new neuropathways can develop with exercising these functions. The stages of recovery and change are reviewed as well as the twelve steps of Alcoholics Anonymous and Narcotics Anonymous. One chapter is dedicated to powerlessness and unmanageability. At the end of each chapter, there are references for the reader to consult that have been used for the content of the workbook chapters.
Discover the secret method used to build the world... For millennia, humans have used one simple method to solve problems. Whether it's planting crops, building skyscrapers, developing photographs, or designing the first microchip, all creators follow the same steps to engineer progress. But this powerful method, the "engineering method", is an all but hidden process that few of us have heard of—let alone understand—but that influences every aspect of our lives. Bill Hammack, a Carl Sagan award-winning professor of engineering and viral "The Engineer Guy" on Youtube, has a lifelong passion for the things we make, and how we make them. Now, for the first time, he reveals the invisible method behind every invention and takes us on a whirlwind tour of how humans built the world we know today. From the grand stone arches of medieval cathedrals to the mundane modern soda can, Hammack explains the golden rule of thumb that underlies every new building technique, every technological advancement, and every creative solution that leads us one step closer to a better, more functional world. Spanning centuries and cultures, Hammack offers a fascinating perspective on how humans engineer solutions in a world full of problems. Perfect for readers of Adam Grant and Simon Winchester, The Things We Make is a captivating examination of the method that keeps pushing humanity forward, a spotlight on the achievements of the past, and a celebration of the potential of our future that will change the way we see the world around us.
During his terms in the U.S. Senate, Bill Bradley won a national reputation for thoughtfulness, decency, and a willingness to take controversial positions on issues ranging from tax reform to the rights of Native Americans. All these qualities inform this best-selling memoir, in which Bradley assesses his political career and the experiences that shaped his convictions, and looks beyond them to consider the state of the American union on the eve of the 21st century. Time Present, Time Past offers an intimate portrait of the day-to-day working of the Senate: how legislation gets passed and sometimes thwarted; how money is raised and at what cost. But Bradley also writes about deeper questions: What does it means to be an American in an ago of dwindling opportunities and increasing inequality? How much can we expect from our public servants? What do we owe our fellow citizens? The result is a genuinely revelatory book, informed by intelligence, compassion, and unprecedented candor. "Strikingly reflects the realities of modern politics, what it looks like, feels like, from the inside."--New York Times Book Review
For the last two decades, IS researchers have conducted empirical studies leading to better understanding of the impact of Systems Analysis and Design methods in business, managerial, and cultural contexts. SA & D research has established a balanced focus not only on technical issues, but also on organizational and social issues in the information society.This volume presents the very latest, state-of-the-art research by well-known figures in the field. The chapters are grouped into three categories: techniques, methodologies, and approaches.
Content Management Server (CMS) is fast becoming a vital content-management tool that helps administrators and developers handle the ever-increasing amount of content on their Web sites. However, an authoritative source of product information has been missing...until now.
The discovery and treatment of insanity remains one of the most debated and discussed issues in social history. Focusing on the second half of the nineteenth century, The Politics of Madness provides a new perspective on this important topic, based on research drawn from both local and national material. Within a social and cultural history of the English political and class order, it presents a fresh appraisal of the significance of the asylum in the decades following the creation of a national asylum system in 1845. Arguing that the new asylums provided a meeting place for different social interests and aspirations, the text asserts that this then marked a transition in provincial power relations from the landed interests to the new coalition of professional, commercial and populist groups, which gained control of the public asylums at the end of the period surveyed.
For the last two decades, IS researchers have conducted empirical studies leading to a better understanding of the impact of Systems Analysis and Design methods in business, managerial, and cultural contexts. SA&D research has established a balanced focus not only on technical issues, but also on organizational and social issues in the information society..This volume presents the very latest, state-of-the-art research by well-known figures in the field. The chapters are grouped into three categories: techniques, methodologies, and approaches.
The Book Intended to serve as a text for postgraduate students of commerce, management, and social sciences, and especially for the first-time researchers, this well-organized book deals with the variety of research methods used in management and social sciences, with particular emphasis on the implementation of these methods. It offers readers practical guidelines for research and directs them through all the stages of research—from identifying a viable research project to the submission of a dissertation, report, or research article. The text identifies three dimensions of research methodology—research strategies, research methods and research data—that provide a structure for the book.
The political memoir as rousing adventure story—a sizzling account of a life lived in the thick of every important struggle of the era. April 1973: snow falls thick and fast on the Badlands of South Dakota. It has been more than five weeks since protesting Sioux Indians seized their historic village of Wounded Knee, and the FBI shows no signs of abandoning its siege. When Bill Zimmerman is asked to coordinate an airlift of desperately needed food and medical supplies, he cannot refuse; flying through gunfire and a mechanical malfunction, he carries out a daring dawn raid and successfully parachutes 1,500 pounds of food into the village. The drop breaks the FBI siege, and assures an Indian victory. This was not the first—or last—time Bill Zimmerman put his life at risk for the greater social good. In this extraordinary memoir, Zimmerman takes us into the hearts and minds of those making the social revolution of the sixties. He writes about registering black voters in deepest, most racist Mississippi; marching with Martin Luther King Jr. in Chicago; helping to organize the 1967 march on the Pentagon; fighting the police at the 1968 Democratic convention; mobilizing scientists against the Vietnam War and the military’s misuse of their discoveries; smuggling medicines to the front lines in North Vietnam; spending time in Hanoi under U.S. bombardment; and founding an international charity, Medical Aid for Indochina, to deliver humanitarian assistance. Zimmerman—who crossed paths with political organizers and activists like Abbie Hoffman, Daniel Ellsberg, César Chávez, Jane Fonda, and Tom Hayden—captures a groundbreaking zeitgeist that irrevocably changed the world as we knew it.
A Presidio of San Francisco Closure Study began after the controversial Base Closure and Realignment Act of 1988 (BRAC 88) was enacted and placed the Presidio of San Francisco on the BRAC 88 Base Closure list. The required Presidio of San Francisco Closure Study, prepared by the Headquarters, Sixth US Army staff, tried to justify the continuance of the Presidio Post. This study continued for several years but eventually was ineffective bowing to political and military pressure and interference. This Case Study complements the Presidio of San Francisco Closure Study that overlaps the same time period that planned and programmed a systematic process where both management theory and assumptions could be applied to justify improvements in management competence, organizational improvements, and cost effectiveness. This Case Study contains a chronological history of events at the Presidio of San Francisco, and reviews a crisis precipitated by the Department of Defense (DOD) action under a Congressional mandate for Post and Base closures. This caused an administrative dilemma while concurrently, trying to plan the realignment of the Headquarters, Sixth US Army staff; discontinuance of the Presidio Garrison; closing the Presidio of San Francisco as a US Army military Installation; and transferring the Presidio Post operations, repair, and maintenance activities to the US National Park Service.
Looking Ahead to the Future of Autism Study and Care Autism and Tomorrow is a comprehensive resource that addresses many parents’ questions pertaining to their child with autism, such as financial planning, long-term care, employment options, and employer relationships, community resources, education, bullying, puberty, doctor visits, sex, nutrition, fitness, family relationships, and more. Karen L. Simmons, the founder and CEO of Autism Today, and Bill Davis, author of Breaking Autism’s Barriers, offer sound, expert advice derived from their own experiences. Both Simmons and Davis are parents of children with autism; consequently, Autism and Tomorrow is as much an autobiography as it is a reference book. Both authors draw inspiration directly from their own lives and apply their expertise to the general study of the subject. By doing so, Simmons and Davis hope to help other parents, caretakers, relatives, and friends improve both their knowledge of autism, and as a result, the lives of those affected by it.
As more and more people survive into old age, the burden of caring for them becomes greater and greater. Although it is now possible to alleviate many of the afflictions that beset mankind, no society can afford to pay for all the healthcare that is now available or technically possible. People working in healthcare increasingly have to do more with less. Rationing takes many forms, mostly covert, and the less privileged in most societies end up struggling to get their proper share of the available healthcare resources. All too often, those in the front-line have to deal with the consequences of this 'rationing by default': healthcare professionals find themselves rushed off their feet simply doing the basic tasks and completing all the paperwork; placing frail, sick people in ever lengthening queues, sometimes asking them to wait for hours in the middle of the night under uncomfortable and even unsafe conditions; and, worst of all, working under conditions they would rather avoid in which the safety margin for those they are caring for has been greatly diminished. We are all aware that under these conditions the chance of making a mistake which can seriously harm or even lead to the death of a patient is greatly increased. But what can be done about this? How can you be sure that you are doing the right thing when faced with having to practise an uncertain science on vulnerable patients in a complex system under ever-changing conditions? At what point could you cross the invisible line from reasonable to irresponsible or unethical behaviour by tolerating conditions or tacitly accepting practices which may be regarded as unacceptable, even though you may have little immediate control over them? This book is a guide to getting it right for healthcare professionals. It is about doing the right thing, in the right way, at the right time, for the right people. These are the dimensions of quality in healthcare, and although some are in conflict (equitable access and efficiency, for example), adherence to ethical practice and professional behaviour will help lead healthcare practitioners through the minefield of responsibilities and priorities. Real-life situations are integral to the book, with over 500 clinical examples referred to within the text.
Are you a seasoned information technology (IT) executive looking for options available on leadership structures within your IT organization? Look no further. Now in a Second Edition, CIO Best Practices is an invaluable resource that provides a comprehensive, practical guide for CIOs and their executive team peers giving real-world examples of CIOs who have succeeded in mastering the blend of business and technology responsibilities and giving their companies a sound return on investment of technology dollars
CIO BEST PRACTICES Enabling Strategic Value with Information Technology SECOND EDITION For anyone who wants to achieve better returns on their IT investments, CIO Best Practices, Second Edition presents the leadership skills and competencies required of a CIO addressing comprehensive enterprise strategic frameworks to fully leverage IT resources. Filled with real-world examples of CIO success stories, the Second Edition explores: CIO leadership responsibilities and opportunities The business impacts of both business and social networking, as well as ways the CIO can leverage the new reality of human connectivity on the Internet The increasingly inextricable relationships between customers, employees, and their use of personal information technologies Emerging cultural expectations and standards outside the workplace Current CRM best practices in terms of the relationship between customer preferences and shareholder wealth Enterprise energy utilization and sustainability practices otherwise known as Green IT with all the best practices collected here, in one place Best practices for one of the Internet's newest and most revolutionary technologies: cloud computing and ways it is shaping the new economics of business
* Offers a Well-Rounded Discussion Based on Opposing Views. * Discusses the Obstacles that Confront Offshore Employers, such as the foreign nation's: * Infrastructure (availability of electricity, transportation, water, food, etc). * Political stability. * Distance from the U.S. * Mortality rate. * Health care. * Presents an Exhaustive Survey of Companies Going Offshore. * Offers a Realistic Look at Potential Endgame Scenarios.
In this groundbreaking book, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service. Customer service, they assert, is only needed when a company does something wrong—eliminating the need for service is the best way to satisfy customers. To be successful, companies need to treat service as a data point of dysfunction and figure what they need to do to eliminate the demand. The Best Service Is No Service outlines these seven principles to deliver the best service that ultimately leads to "no service": Eliminate dumb contacts Create engaging self-service Be proactive Make it easy to contact your company Own the actions across the company Listen and act Deliver great service experiences
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