Author: Christian Kowalkowski
Publisher:
ISBN: 9780692819104
Category : Business enterprises
Languages : en
Pages : 324

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Book Description
In today's competitive global markets, simply making a great product is not enough. To achieve profitable growth and stand out among competitors, you must start to strategically compete through service and innovative solutions for business customers. Professors Christian Kowalkowski and Wolfgang Ulaga guide you how to shift your business from a goods-centric to a service-savvy model. The authors' proprietary twelve-step roadmap to profitable service growth will help you break out of a narrow product-centric logic and discover how to � determine if your company is "fit-for-service," � make the most of your existing services, � innovate and create value-added services and customer solutions beyond your products, � embed a true service-centric culture in your organization, � drive change and align your service strategy with corporate goals, � transform your product-centric sales force into a service-savvy sales organization, � design an organizational structure that promotes service growth, and � align your interests with distributors and partners. Kowalkowski and Ulaga's twelve-step roadmap is based on rigorous research and long-standing experience working with businesses. They have worked with hundreds of managers in industrial and professional services companies, conducted research projects, led executive workshops, and published numerous articles in scientific and managerial journals, including Harvard Business Review, among others. Here, they share not only their own insights but the lessons learned from successful case studies and years of extensive research.

Author: Thomas D. Zweifel
Publisher: BookBaby
ISBN: 9781491031100
Category : Business & Economics
Languages : en
Pages : 200

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Book Description
The meltdown of stalwart companies from AIG to JAL to Lehman and government crises from Greece to Spain make it abundantly clear: With economic uncertainty and rapid innovation, empowered consumers and free agents, and the constant pressure to be faster, better and cheaper, the established wisdom on strategic planning works no more. Once hailed as “brilliant” by experts, it is the very approach that got so many companies into the mess in the first place. This path-breaking book shows how successful organizations of all stripes transformed their strategy paradigm based on Strategy-In-Action and the power of human capital: standing in the future, listening for vital intelligence in far-flung locations, giving voice to dissenting views, maximizing ownership by stakeholders, especially implementers, getting quick wins and screening out losers quickly in the action. Above all, successful companies of all sizes have ended the long-standing divorce of strategy—hatched by a select few behind closed doors—from action, the supreme test of strategy. Dr. Thomas D. Zweifel, strategy and performance expert, gamechanger and author of seven leadership books such as "Communicate or Die," "Culture Clash 2," "Leadership in 100 Days" and the award-winning "The Rabbi and the CEO," has teamed up with Edward J. Borey, CEO, corporate strategist and turnaround guru. Together, they bring to bear their combined half-century experience in innovating strategy design and execution at Fortune 500, midsize enterprises and startups as well as large public-sector and UN agencies. The result: a turn-key methodology for senior managers who need adaptive and people-centered strategy that yields quick wins and stands the test of time.

Author: Richard Rumelt
Publisher: Currency
ISBN: 0307886239
Category : Business & Economics
Languages : en
Pages : 338

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Book Description
Good Strategy/Bad Strategy clarifies the muddled thinking underlying too many strategies and provides a clear way to create and implement a powerful action-oriented strategy for the real world. Developing and implementing a strategy is the central task of a leader. A good strategy is a specific and coherent response to—and approach for—overcoming the obstacles to progress. A good strategy works by harnessing and applying power where it will have the greatest effect. Yet, Rumelt shows that there has been a growing and unfortunate tendency to equate Mom-and-apple-pie values, fluffy packages of buzzwords, motivational slogans, and financial goals with “strategy.” In Good Strategy/Bad Strategy, he debunks these elements of “bad strategy” and awakens an understanding of the power of a “good strategy.” He introduces nine sources of power—ranging from using leverage to effectively focusing on growth—that are eye-opening yet pragmatic tools that can easily be put to work on Monday morning, and uses fascinating examples from business, nonprofit, and military affairs to bring its original and pragmatic ideas to life. The detailed examples range from Apple to General Motors, from the two Iraq wars to Afghanistan, from a small local market to Wal-Mart, from Nvidia to Silicon Graphics, from the Getty Trust to the Los Angeles Unified School District, from Cisco Systems to Paccar, and from Global Crossing to the 2007–08 financial crisis. Reflecting an astonishing grasp and integration of economics, finance, technology, history, and the brilliance and foibles of the human character, Good Strategy/Bad Strategy stems from Rumelt’s decades of digging beyond the superficial to address hard questions with honesty and integrity.

Author: Svafa Gronfeldt
Publisher: SAGE
ISBN: 1452279128
Category : Business & Economics
Languages : en
Pages : 337

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Book Description
The purpose of this book is to provide a comprehensive theoretical framework as well as practical strategies—not just for survival but for a true search for excellence in the uncertain and ever-changing world of customer service management. The theoretical framework is based on the notion that customer service contains three key variables: a promise, a process, and people. After going through the step-by-step process of service management, the reader will have the necessary understanding and skill to choose the right strategy for the right circumstances, to design service processes, to identify the means and methods to implement these processes, and to measure the outcome. Key Features: Shares insight from CEO′s on how service leaders think, strategize, and apply tools of the trade to achieve their objectives Relates chapter content to real world challenges faced by corporations Includes a discussion on both quantitative and qualitative methods in a service context Conceptualizes the new paradigm of service leadership and the development of a multi-disciplinary approach to the topic Provides an Instructor′s Manual on CD containing an outline of the text with teaching points, PowerPoint slides for every chapter, a test bank, answers to end-of-chapter questions, and sample syllabi Service Leadership: The Quest for Competitive Advantage provides an accessible application of theory suitable for upper level undergraduate and graduate courses in Service Management, Service Marketing, Customer Service, Human Resource Management, and Leadership.

Author: Paul Leinwand
Publisher: Harvard Business Review Press
ISBN: 1625275218
Category : Business & Economics
Languages : en
Pages : 277

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Book Description
How to close the gap between strategy and execution Two-thirds of executives say their organizations don’t have the capabilities to support their strategy. In Strategy That Works, Paul Leinwand and Cesare Mainardi explain why. They identify conventional business practices that unintentionally create a gap between strategy and execution. And they show how some of the best companies in the world consistently leap ahead of their competitors. Based on new research, the authors reveal five practices for connecting strategy and execution used by highly successful enterprises such as IKEA, Natura, Danaher, Haier, and Lego. These companies: • Commit to what they do best instead of chasing multiple opportunities • Build their own unique winning capabilities instead of copying others • Put their culture to work instead of struggling to change it • Invest where it matters instead of going lean across the board • Shape the future instead of reacting to it Packed with tools you can use for building these five practices into your organization and supported by in-depth profiles of companies that are known for making their strategy work, this is your guide for reconnecting strategy to execution.

Author: Nicolaj Siggelkow
Publisher: Harvard Business Press
ISBN: 1633697010
Category : Business & Economics
Languages : en
Pages : 158

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Book Description
Business Models for Transforming Customer Relationships What if there were a way to turn occasional, sporadic transactions with customers into long-term, continuous relationships--while simultaneously driving dramatic improvements in operational efficiency? What if you could break your existing trade-offs between superior customer experience and low cost? This is the promise of a connected strategy. New forms of connectivity--involving frequent, low-friction, customized interactions--mean that companies can now anticipate customer needs as they arise, or even before. Simultaneously, enabled by these technologies, companies can create new business models that deliver more value to customers. Connected strategies are win-win: Customers get a dramatically improved experience, while companies boost operational efficiency. In this book, strategy and operations experts Nicolaj Siggelkow and Christian Terwiesch reveal the emergence of connected strategies as a new source of competitive advantage. With in-depth examples from companies operating in industries such as healthcare, financial services, mobility, retail, entertainment, nonprofit, and education, Connected Strategy identifies the four pathways--respond-to-desire, curated offering, coach behavior, and automatic execution--for turning episodic interactions into continuous relationships. The authors show how each pathway creates a competitive advantage, then guide you through the critical decisions for creating and implementing your own connected strategies. Whether you're trying to revitalize strategy in an established company or disrupt an industry as a startup, this book will help you: Reshape your connections with your customers Find new ways to connect with existing suppliers while also activating new sources of capacity Create the right revenue model Make the best technology choices to support your strategy Integrating rich examples, how-to advice, and practical tools in the form of "workshop chapters" throughout, this book is the ultimate resource for creating competitive advantage through connected relationships with your customers and redefined connections in your industry.

Author: Great Britain. Office of Government Commerce
Publisher: The Stationery Office
ISBN: 0113310455
Category : Business & Economics
Languages : en
Pages : 278

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Book Description
Management, Computers, Computer networks, Information exchange, Data processing, IT and Information Management: IT Service Management

Author: Richard Normann
Publisher:
ISBN:
Category : Business & Economics
Languages : en
Pages : 216

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Book Description
Examines the special characteristics that make services and the management of service organizations successful. Provides a comprehensive framework for service oriented businesses that stresses a streamlined service management system, the key components of which are market segment, service concept, service delivery system, image, and culture. Growth strategies and the nature of innovation are analyzed and amply illustrated. The role and principles of good leadership in service organizations form a crucial area of discourse. Topics such as the use of image and culture as management instruments, effective and persuasive communications, and ``high social technology'' are also explored.

Author: Rich Horwath
Publisher: Greenleaf Book Group
ISBN: 1608320332
Category : Business & Economics
Languages : en
Pages : 152

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Book Description
Get competitive by learning to think strategically.The inability to set good strategy can sink a company¿and a leader¿s career. A recent Wall Street Journal study revealed that the most sought-after executive skill is strategic thinking, but only three out of ten managers have this skill set.Horwath explains the three keys to strategic thinking, breaks them down into simple, attainable skills, and gives you practical tools to apply them every day, providing managers with a clear path to mastery of the three disciplines: 1. Acumen¿generate critical insights through a step-by-step evaluation of your business and its environment2. Allocation¿focus your limited resources through strategic trade-offs 3. Action¿implement a system to guarantee effective execution of strategy at all levels of your organization Based on new research with senior executives from 150 companies and the author¿s experience as a thought-leading strategist, Deep Dive is the first book to focus on the most important level of strategy¿you. Armed with this knowledge and dozens of effective tools, you can become a truly strategic leader for your organization.--Rich Horwath is the president of the Strategic Thinking Institute, a former chief strategy officer, and professor of strategy at the Lake Forest Graduate School of Management. As a thought-leading strategist, he has worked with such giants as Adidas, Amgen, and Pfizer. He is the author of four books and more than fifty articles on strategic thinking and has been profiled in business publications around the world, including Investor¿s Business Daily.

Author: Liz Mellon
Publisher: McGraw Hill Professional
ISBN: 0071815325
Category : Business & Economics
Languages : en
Pages : 224

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Book Description
YOU HAVE A BRILLIANT NEW STRATEGY. NOW IT'S TIME TO EXECUTE. Businesses spend a combined total of $47 billion annually on strategy consulting. Approximately 90 percent of strategic change initiatives fail to deliver the intended results. Something isn't adding up. As companies all over the world concentrate on revisiting, revising, and remaking their strategies, they forget the next step: making sure the strategy happens. So it turns out that billions of dollars are spent on brilliant ideas--but not brilliant results. In this groundbreaking book, business strategy experts Liz Mellon and Simon Carter provide a solution: THE STRATEGY OF EXECUTION. The authors break down the process of ensuring that your new strategy translates into measurable profits and growth into five fundamental and profoundly important steps: MOBILIZE THE VILLAGE: Get your senior executives to embrace the new strategy and actively engage with it. GATHER THE ELDERS: Build a small team of the very highest figures in the corporation to lead strategic change. POWER UP FEELING: Don't overthink it; trust your instincts as much as your intellect. ENERGIZE PEOPLE: Create a culture of communication, ownership, and followthrough of strategic objectives. BUILD ENDURANCE: Drive individual and organizational resilience to play the long game and hardwire change throughout systems and organizational structures to maintain momentum. In the final chapter, the authors illustrate their process in action through a detailed case study of BPB PLC--a century-old building material company that applied these five steps to make extraordinary strategic change happen. You can lead positive change in your company. A strategy is just words on paper until it's executed with care and smarts. Use The Strategy of Execution as a blueprint for long-term business success. There are a lot of smart people coming up with innovative business strategies today. Very few of them, however, are executing them. The gap between strategy and execution has never been wider. The Strategy of Execution provides a practical approach to the work that must be done after a business strategy is agreed upon. "This is a highly readable guide to one of the most under-researched areas of strategy; execution. Strategists have always had more solutions than there are problems, but the issue of what to do when they leave the building has not been satisfactorily addressed. Liz Mellon and Simon Carter have put together a clear framework for execution illustrated with countless examples. Industry leaders are called ‘executives’ for a reason. This crisp and accessible book should be their mandatory reading." -- PAUL WILLMAN, Professor of Management, London School of Economics "This is a clearly written and very readable book, with key insights into the challenges of implementing a strategy and good examples from individuals and organizations that have brought about successful change." -- ANDREW HOBDAY, Chief Sustainability Officer, Mars Incorporated "One aspect of leadership that has always puzzled me is how a leader directs change for the good of the organization and the people. Too often, when a leader talks about change, employees expect the worst. This insightful book lays out a step-by-step guide on how to execute a strategy with warmth and conviction, bringing people with you rather than dragging them, fearful, behind you." -- KEVIN KELLY, former CEO, Heidrick & Struggles