David A. Waldman, Ph.D.'s Books

The Power of 360? Feedback

By: Leanne E. Atwater, Ph.D.,David A. Waldman, Ph.D.

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The Power of 360? Feedback

By: Leanne E. Atwater, Ph.D.,David A. Waldman, Ph.D.

Now learn from two seasoned consultants how to implement the 360° feedback process effectively--whatever the size and history of your organization. Packed with case studies and the authors' real-life consulting experiences, this book examines the successes and problems of 360° and upward feedback implementation efforts in more than 15 organizations, including Motorola, AT&T, Federal Express, Raychem, Colgate-Palmolive, and UPS. The book objectively considers such crucial components of 360° feedback as organizational culture and performance, pros and cons, the impact on the individual employee, and whether the feedback should be used for evaluative or developmental purposes. Models and tables lend a visual dimension to the book's concepts. Sample surveys and feedback reports--including the authors' own TEAM-Q survey and report set--show you what types of questions to ask and how to present feedback most effectively. If your comp any is considering adopting its own 360° feedback program, don't start before you read this book!

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Page Count

160

Publisher

Routledge

Published Date

ISBN 10

1136356363

ISBN 13

9781136356360

Bottom-Line Call Center Management

By: David L. Butler

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Bottom-Line Call Center Management

By: David L. Butler

Bottom-Line Call Center Management breaks new ground by addressing key skills and techniques in assessing and implementing effective management practices to maximize the human and capital resources at the call center manager's disposal. Drawing on the author's unique data sets and years of research experience in the industry, 'Bottom-Line Call Center Management' helps call center managers evaluate their current status, implement cost-effective changes, and measure results of their changes to ensure a culture of accountability within the call center at all levels increasing the bottom line. The processes include an evaluation of current customer service representatives, defining, delimiting and assessing the labor shed of the center, and exploring the customer service representative's unique skills and leveraging those skills into a unique and dynamic work environment. Likewise, the process also determines the learning skills and competencies necessary to meet and exceed the basic requirements for all call centers. Furthermore, each step has a pre, in-process, and post evaluation to ensure projects are progressing according to plan. Lastly, all evaluations are measured against the bottom line through a return on investment (ROI) model. The framework for this book uses the culture of call centers, defined and lived through the customer service representatives, as the lens to view all processes, measurements, accountability and return on investment. This framework is critical since there has been much emphasis on technology-as-a-solution which treats the employees as a hindrance instead of the enablers of positive change. Likewise, customer service representatives eventually act as strong determinants of success with the call center and thus the bottom line.

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199

Publisher

Routledge

Published Date

ISBN 10

1136426221

ISBN 13

9781136426223

Corporate Performance Management

By: David Wade,Ron Recardo

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Corporate Performance Management

By: David Wade,Ron Recardo

Business experts, business economists, and organizational psychologists agree that a specific business strategy must be chosen for a corporation to excel. Beyond the strategy, companies must have a performance measurement system that ties every aspect of the organization - from the boardroom to the factory floor - to the strategy. In their book 'Corporate Performance Management', noted authors David Wade and Ron Recardo show companies how to craft a strategic focus and create sound business strategy by using a unique and pragmatic performance-measurement system. Concepts in the book are illustrated by 'real world' case studies. It provides tools and techniques to show how to apply the concepts within an organization. David Wade is the director of performance measurement for Aetna, Inc., and the author of several business-related books and articles. Ron Recardo is the founder and managing partner of The Catalyst Consulting Group, L.L.C. The author of several articles and books, he is a frequent speaker at meetings of professional associations, trade groups, and senior executives.

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Page Count

187

Publisher

Routledge

Published Date

ISBN 10

1136413901

ISBN 13

9781136413902

Leadership for Organizations

By: David A. Waldman,Charles O'Reilly

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Leadership for Organizations

By: David A. Waldman,Charles O'Reilly

The need to develop better business leaders has never been greater. Leadership for Organizations provides a brief overview of leadership at the individual, team, and organizational levels. Authors David A. Waldman and Charles O’Reilly expertly cover the foundational leadership approaches with a special emphasis on contemporary issues as well as visionary and strategic leadership. Video cases from the Stanford Leadership in Focus video collection are available exclusively in the interactive eBook on VitalSource or RedShelf.

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Page Count

257

Publisher

SAGE Publications

Published Date

ISBN 10

1544360517

ISBN 13

9781544360515

Book's by David A. Waldman, Ph.D.

The Power of 360? Feedback

The Power of 360? Feedback

Bottom-Line Call Center Management

Bottom-Line Call Center Management

Corporate Performance Management

Corporate Performance Management

Leadership for Organizations

Leadership for Organizations

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