Author: Mark Jones Publisher: ISBN: Category : Languages : en Pages : 272
Book Description
Your one-stop shop for world-class results The most admired organizations in the world have the same basic resources that you have-offices, computers, pencils, pens, phones, Internet, people. The primary difference is the way they use those resources. How do successful organizations consistently succeed? We witness their extraordinary results, but the secrets often remain hidden. In Lead With Your Customer, authors Mark David Jones and J. Jeff Kober offer the key success tools all world-class organizations have in common and explain how your organization can adopt them. To understand their customer-first approach, they offer the World Class Excellence Model-the result of decades of success as leaders at the Walt Disney Company and years of experience and research working with over two dozen Fortune 500 companies. The authors explain how "world class" status can be attained by many organizations, and isn't the domain of only the most expensive, luxurious, or popular brands. Jones and Kober guide you by detailing benchmark practices and illustrating how they are followed by all best-in-class organizations by viewing each person inside and around the organization as your "customer"--Internally, as you engage your employees and build your organization's culture, and externally, as you engage your customers and build your brand. For this second edition, the authors present updated examples from organizations including IKEA, Harley-Davidson, Southwest Airlines, Ritz-Carlton, MD Anderson Cancer Center, and, of course, Walt Disney.
Author: Mark David Jones Publisher: Association for Talent Development ISBN: 1947308858 Category : Business & Economics Languages : en Pages : 273
Book Description
Your one-stop shop for world-class results The most admired organizations in the world have the same basic resources that you have—offices, computers, pencils, pens, phones, Internet, people. The primary difference is the way they use those resources. How do successful organizations consistently succeed? We witness their extraordinary results, but the secrets often remain hidden. In Lead With Your Customer, authors Mark David Jones and J. Jeff Kober offer the key success tools all world-class organizations have in common and explain how your organization can adopt them. To understand their customer-first approach, they offer the World Class Excellence Model—the result of decades of success as leaders at the Walt Disney Company and years of experience and research working with over two dozen Fortune 500 companies. The authors explain how “world class” status can be attained by many organizations, and isn’t the domain of only the most expensive, luxurious, or popular brands. Jones and Kober guide you by detailing benchmark practices and illustrating how they are followed by all best-in-class organizations by viewing each person inside and around the organization as your “customer”—internally, as you engage your employees and build your organization’s culture, and externally, as you engage your customers and build your brand. For this second edition, the authors present updated examples from organizations including IKEA, Harley-Davidson, Southwest Airlines, Ritz-Carlton, MD Anderson Cancer Center, and, of course, Walt Disney.
Author: Mark David Jones Publisher: ASTD ISBN: 9781947308848 Category : Business & Economics Languages : en Pages : 272
Book Description
In Lead With Your Customer, authors Mark David Jones and J. Jeff Kober offer the key success tools all world-class organizations have in common and explain how your organization can adopt them, using the World Class Excellence Model. For this second edition, the authors present updated examples from organizations including IKEA, Harley-Davidson, Southwest Airlines, Ritz-Carlton, MD Anderson Cancer Center, and, of course, Walt Disney.
Author: Thom Mayer Publisher: ACHE Management ISBN: 9781567936421 Category : Medical Languages : en Pages : 0
Book Description
Forewords by Chuck Lauer and Tom Peters The successful first edition of Leadership for Great Customer Service has become a definitive source for healthcare leaders seeking to transform their organizations' approach to elevating and sustaining service excellence. The authors have continued to be highly sought-after speakers on customer service in healthcare since the book's publication ten years ago and have consulted with more than 100 healthcare institutions in that time, adding to the content and case studies of this new edition. This thoroughly updated edition has been expanded to include practical applications and techniques that build on the well-recognized content of the first edition. This entertaining yet practical guide presents the authors' model for achieving customer service excellence in three parts: Framing the Customer Service Mandate: Address the "why" before the "how," and develop a greater understanding of your patients and their expectations. Survival Skills for Achieving Great Customer Service: Make the customer service diagnosis, negotiate and resolve expectations, and create "moments of truth" that drive customer experience. The A-Team Tool Kit: Explore the types of dialogue and behaviors displayed by A-Team versus B-Team members, coaching tips, the importance of scripts, and how to reward champions to leave a legacy for your organization. New to this edition are a highly pragmatic set of tools, known as "The A-Team Tool Kit," which spans ten chapters. The A-Team Tool Kit puts evidence-based applications, guidelines, techniques, and advice in your hands to achieve service excellence. Also provided in this edition is a summary of Survival Skills at the end of each chapter.
Author: Robert P. Vecchio Publisher: University of Notre Dame Pess ISBN: 0268161623 Category : Business & Economics Languages : en Pages : 600
Book Description
Today, there are a growing number of business schools, law schools, and continuing education programs in executive development and management training that offer leadership classes. Despite the growing curricular recognition of this area, there is a shortage of strong college-level texts. Leadership, second edition—a completely up-to-date anthology of key writings by well-known contributors—meets this need for a textbook that encompasses the major theories in the field of leadership. Leadership is divided into six sections. Part I provides an overview of the subject with readings that examine what leaders actually do, as well as the many myths surrounding the notion of leadership. Part II focuses on the fundamentals of leadership by taking a close look at the specific tactics people use to get their own way. These readings analyze the political games people play and the two-way nature of leader-subordinate influence. Part III considers problems that can arise from leadership gone wrong—when power and influence are abused. The major formal models of leadership that have been offered over the years are reviewed in Part IV. The next section looks at contemporary views of leadership, emphasizing reliance on maturity of subordinates for success, including leadership in the context of self-directed work teams, entrepreneurial leadership, the notion of the leader as servant, and examples of leaders who are recognized for having empowered others or for providing moral leadership. The final section examines the roles of societal and organizational cultures as they pertain to leadership. Robert P. Vecchio has updated the second edition with six new articles. Aimed at upper-level undergraduate and graduate-level courses, Leadership continues to provide classic essays by the major figures in the field of leadership along with topical essays on current and emerging issues.
Author: Joellen Killion Publisher: ISBN: 9780990315865 Category : Coaches (Athletics) Languages : en Pages : 231
Book Description
This book explores the complex, multi-faceted roles played by teacher leaders and school-based coaches as well as examining district and school expectations, hiring practices, and deployment of these educators.
Author: Buddy Hobart Publisher: John Wiley & Sons ISBN: 1118899822 Category : Business & Economics Languages : en Pages : 252
Book Description
Strategies for managing the real Generation Y A new generation of workers is forcing employers to rethink the workplace. Generation Y, or Millennials, bring new ideas, innovation, and energy as they enter the workforce AND their expectations and demands are unique. In Gen Y Now, top team leadership gurus Buddy Hobart and Herb Sendek explore all the myths about this up and coming generation and show you how Millennials can be your most creative, motivated, and loyal employees. This book goes from demographic research to concrete practice, explaining that Generation Y is more than we've been led to believe. They value authenticity, flexibility, and recognition. Using the strategies in Gen Y Now, you can hire and retain these demanding workers, and the payoffs could be huge. Keep up with current trends and technologies to move your organization into the future Attract the best young talent in preparation for the mass retirement of Baby Boomers and Gen X Understand how demographic trends impact the way your intergenerational teams think Inspire motivation in Millennial employees, reducing dissatisfaction and turnover costs There are 80 million Millennials, and they are transforming the modern workforce. Your organization stands to gain from Gen Y employee engagement—if you know how to achieve it. Gen Y Now contains the leadership strategies you need to manage and motivate the Millennial generation.
Author: Spiegelman Paul Publisher: Incorporated Original ISBN: 9781732510234 Category : Business & Economics Languages : en Pages : 208
Book Description
Americans enjoy the finest healthcare delivery system in the world, but most people will tell you that we still have a long way to go. Far too frequently, patients leave the doctor's office or hospital feeling confused, angry, or neglected. Healthcare leaders recognize this problem, but in their focus on patients (and sometimes financials), they often overlook the true key to lasting patient loyalty and satisfaction: their employees. Patients Come Second shakes up the traditional healthcare model, arguing that in order to care for and retain patients, leaders must first create exceptional teams and find ways to engage nurses, administrative staff, physicians, supervisors, and even housekeeping staff and switchboard operators. By connecting employees' work with a higher purpose and equipping them with the tools to become leaders themselves, patient care can be dramatically transformed. And with continuing healthcare changes on the horizon and ever-rising pressure to acquire and keep patients, doing so now is more important than ever. Britt Berrett, president of an 898-bed hospital, and Paul Spiegelman, founder and CEO of a successful patient-experience company, are the perfect guides to the changes needed in healthcare leadership. With a rich combined experience in their field, they have filled each chapter with an abundance of engaging, insightful stories and write with a humor and friendliness that balances and enhances the urgency of their message.
Author: R. Brian Stanfield Publisher: iUniverse ISBN: 1475910010 Category : Business & Economics Languages : en Pages : 337
Book Description
To transform society, we first need to transform ourselves. The Courage to Lead starts from this premise and delivers a strong, simple message: if you relate authentically to life, to yourself, to the world and to society, you start the process of social change. Grounded in more than fifty years of in-depth research and practical experience in over thirty nations, The Courage to Lead uses a large canvas to paint a vivid picture of leadership in its many forms: personal, family, work, organization, community. Activist stories from around the world demonstrate the profound premise and inspires a deep understanding of leadership. This is a book that changes lives. These days, the complexity of life tends to leave us paralyzed. The Courage to Lead will help people move out of their paralysis and invite them to join the ranks of those social pioneers who create what is needed for the 21st century. This book speaks to you in a strange language that you do not at first remember but that you will eventually recognize as your mother tongue. David Patterson CEO, Northwater Capital Management The Courage to Lead provided me with a great deal of guidance and support at a time when I needed to make significant life decisions. It also provided me with a framework and a language to better understand who I am, where I needed to be and where I wanted to go. I recommend this course to anyone who is open to a transformative experience in which one brings many important life questions into focus. Garret Keown Teacher-in-Training, Lakehead University 325 University Health Network (UHN) staff have participated in The Courage to Lead study program over the last five years. The fundamental principles in the book align with our belief that "everyone can lead from where they stand." We think that leadership is not about a formal role or job title but about a philosophy, values and attitude in how one approaches life. This program has helped staff tap into the leader within themselves and, in doing so, has supported our mission to deliver excellent patient-centered care. Irene Wright Senior Development Manager, Human Resources, University Health Network
Author: Mark Jones
Author: Mark David Jones
Author: Mark David Jones
Author: Mark David Jones
Author: Thom Mayer
Author: Robert P. Vecchio
Author: Joellen Killion
Author: Buddy Hobart
Author: Spiegelman Paul
Author: R. Brian Stanfield