Diseño organizacional centrado en el cliente [recurso electrónico] PDF Download

Author: Ernesto Barrera Duque
Publisher:
ISBN: 9789586488686
Category : Customer services
Languages : es
Pages : 332

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Book Description
En este libro la interacción con el cliente es la fuente esencial para el diseño de la organización. La entrega de valor en el momento del contacto, en el despliegue de la relación entre analista de crédito y microempresario, es lo que he denominado "interacción humana comercial personalizada", uno de los hallazgos más importantes de esta investigación.

Author: Pablo Cortés
Publisher: Springer
ISBN: 3319140787
Category : Technology & Engineering
Languages : en
Pages : 370

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Book Description
This volume contains a selection of the best papers presented at the 8th International Conference on Industrial Engineering and Industrial Management, XX International Conference on Industrial Engineering and Operations Management, and International IIE Conference 2014, hosted by ADINGOR, ABEPRO and the IIE, whose mission is to promote links between researchers and practitioners from different branches, to enhance an interdisciplinary perspective of industrial engineering and management. The conference topics covered: operations research, modelling and simulation, computer and information systems, operations research, scheduling and sequencing, logistics, production and information systems, supply chain and logistics, transportation, lean management, production planning and control, production system design, reliability and maintenance, quality management, sustainability and eco-efficiency, marketing and consumer behavior, business administration and strategic management, economic and financial management, technological and organizational innovation, strategy and entrepreneurship, economics engineering, enterprise engineering, global operations and cultural factors, operations strategy and performance, management social responsibility, environment and sustainability. This book will be of interest to researchers and practitioners working in any of the fields mentioned above.

Author: David L. Rogers
Publisher: Columbia University Press
ISBN: 0231541651
Category : Business & Economics
Languages : en
Pages : 267

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Book Description
Rethink your business for the digital age. Every business begun before the Internet now faces the same challenge: How to transform to compete in a digital economy? Globally recognized digital expert David L. Rogers argues that digital transformation is not about updating your technology but about upgrading your strategic thinking. Based on Rogers's decade of research and teaching at Columbia Business School, and his consulting for businesses around the world, The Digital Transformation Playbook shows how pre-digital-era companies can reinvigorate their game plans and capture the new opportunities of the digital world. Rogers shows why traditional businesses need to rethink their underlying assumptions in five domains of strategy—customers, competition, data, innovation, and value. He reveals how to harness customer networks, platforms, big data, rapid experimentation, and disruptive business models—and how to integrate these into your existing business and organization. Rogers illustrates every strategy in this playbook with real-world case studies, from Google to GE, from Airbnb to the New York Times. With practical frameworks and nine step-by-step planning tools, he distills the lessons of today's greatest digital innovators and makes them usable for businesses at any stage. Many books offer advice for digital start-ups, but The Digital Transformation Playbook is the first complete treatment of how legacy businesses can transform to thrive in the digital age. It is an indispensable guide for executives looking to take their firms to the next stage of profitable growth.

Author: Don Hellriegel
Publisher:
ISBN: 9780324069563
Category : Beslutningstagning-ledelse
Languages : en
Pages : 0

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Book Description
Organizational Behavior is designed to help students, professionals, and managers develop the competencies and skills that are needed to effectively contribute to an organization. This proven text's strengths lie in its classic research, coverage of contemporary and emerging OB topics, and excellent case selection. Throughout the text, seven core competencies-Managing Self, Managing Diversity, Managing Ethics, Managing Across Cultures, Managing Teams, Managing Communications, and Managing Change-are emphasized and illustrated for the student.

Author: Jacqueline Lloyd Smith
Publisher:
ISBN: 9781783240456
Category :
Languages : en
Pages : 90

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Book Description
This collection of duck activities has a strong fun element, however, we do not want it to sound like it is all just fun. There is, in fact, a wealth of solid theory that forms the basis of why we developed this stream of uses for six bricks in business and learning environments. The idea of using playful methods for a range of purposes to generate innovative thinking is not new. For centuries, people have used artifacts like totems and puppets to tell stories and share information, beliefs, and knowledge. We also know that many facilitators and trainers are using tools such as design thinking and agile methodologies where prototyping and games play an important role in the processes of thinking and creating. Whatever your goal, using 3D models is a great facilitation tool. It allows you to lead people through a process where they are able to examine their inside world and relate these lessons to their work environment. These insights then lead to opportunities for further exploration and discovery and ultimately, more productive and effective communication.

Author: John P. Kotter
Publisher: Simon and Schuster
ISBN: 1439107602
Category : Business & Economics
Languages : en
Pages : 234

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Book Description
Going far beyond previous empirical work, John Kotter and James Heskett provide the first comprehensive critical analysis of how the "culture" of a corporation powerfully influences its economic performance, for better or for worse. Through painstaking research at such firms as Hewlett-Packard, Xerox, ICI, Nissan, and First Chicago, as well as a quantitative study of the relationship between culture and performance in more than 200 companies, the authors describe how shared values and unwritten rules can profoundly enhance economic success or, conversely, lead to failure to adapt to changing markets and environments. With penetrating insight, Kotter and Heskett trace the roots of both healthy and unhealthy cultures, demonstrating how easily the latter emerge, especially in firms which have experienced much past success. Challenging the widely held belief that "strong" corporate cultures create excellent business performance, Kotter and Heskett show that while many shared values and institutionalized practices can promote good performances in some instances, those cultures can also be characterized by arrogance, inward focus, and bureaucracy -- features that undermine an organization's ability to adapt to change. They also show that even "contextually or strategically appropriate" cultures -- ones that fit a firm's strategy and business context -- will not promote excellent performance over long periods of time unless they facilitate the adoption of strategies and practices that continuously respond to changing markets and new competitive environments. Fundamental to the process of reversing unhealthy cultures and making them more adaptive, the authors assert, is effective leadership. At the heart of this groundbreaking book, Kotter and Heskett describe how executives in ten corporations established new visions, aligned and motivated their managers to provide leadership to serve their customers, employees, and stockholders, and thus created more externally focused and responsive cultures.

Author: Elliott Jaques
Publisher: Psychology Press
ISBN: 9780415264426
Category : Business & Economics
Languages : en
Pages : 366

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Book Description
Tavistock Press was established as a co-operative venture between the Tavistock Institute and Routledge & Kegan Paul (RKP) in the 1950s to produce a series of major contributions across the social sciences. This volume is part of a 2001 reissue of a selection of those important works which have since gone out of print, or are difficult to locate. Published by Routledge, 112 volumes in total are being brought together under the name The International Behavioural and Social Sciences Library: Classics from the Tavistock Press. Reproduced here in facsimile, this volume was originally published in 1951 and is available individually. The collection is also available in a number of themed mini-sets of between 5 and 13 volumes, or as a complete collection.

Author: Susan C. Schneider
Publisher: Prentice Hall
ISBN:
Category : Business & Economics
Languages : en
Pages : 356

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Book Description
A solid theoretical framework, thoroughly integrated with research, should provide students with invaluable insight into application in the real world and there is a framework for analyzing national culture which can also be applied to other cultural spheres - regional, industry, corporate and functional/professional - providing students with an understanding of how any business encounter represents the interaction of several cultural spheres. Case studies are drawn from around the world.

Author: Neil Rackham
Publisher: Taylor & Francis
ISBN: 1000111482
Category : Business & Economics
Languages : en
Pages : 253

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Book Description
True or false? In selling high-value products or services: 'closing' increases your chance of success; it is essential to describe the benefits of your product or service to the customer; objection handling is an important skill; open questions are more effective than closed questions. All false, says this provocative book. Neil Rackham and his team studied more than 35,000 sales calls made by 10,000 sales people in 23 countries over 12 years. Their findings revealed that many of the methods developed for selling low-value goods just don‘t work for major sales. Rackham went on to introduce his SPIN-Selling method. SPIN describes the whole selling process: Situation questions Problem questions Implication questions Need-payoff questions SPIN-Selling provides you with a set of simple and practical techniques which have been tried in many of today‘s leading companies with dramatic improvements to their sales performance.

Author: Matthew Dixon
Publisher: Penguin
ISBN: 1101545895
Category : Business & Economics
Languages : en
Pages : 242

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Book Description
What's the secret to sales success? If you're like most business leaders, you'd say it's fundamentally about relationships-and you'd be wrong. The best salespeople don't just build relationships with customers. They challenge them. The need to understand what top-performing reps are doing that their average performing colleagues are not drove Matthew Dixon, Brent Adamson, and their colleagues at Corporate Executive Board to investigate the skills, behaviors, knowledge, and attitudes that matter most for high performance. And what they discovered may be the biggest shock to conventional sales wisdom in decades. Based on an exhaustive study of thousands of sales reps across multiple industries and geographies, The Challenger Sale argues that classic relationship building is a losing approach, especially when it comes to selling complex, large-scale business-to-business solutions. The authors' study found that every sales rep in the world falls into one of five distinct profiles, and while all of these types of reps can deliver average sales performance, only one-the Challenger- delivers consistently high performance. Instead of bludgeoning customers with endless facts and features about their company and products, Challengers approach customers with unique insights about how they can save or make money. They tailor their sales message to the customer's specific needs and objectives. Rather than acquiescing to the customer's every demand or objection, they are assertive, pushing back when necessary and taking control of the sale. The things that make Challengers unique are replicable and teachable to the average sales rep. Once you understand how to identify the Challengers in your organization, you can model their approach and embed it throughout your sales force. The authors explain how almost any average-performing rep, once equipped with the right tools, can successfully reframe customers' expectations and deliver a distinctive purchase experience that drives higher levels of customer loyalty and, ultimately, greater growth.