The Frontline Ceo Turn Employees Into Decision Makers Who Innovate Solutions Win Customers And Boost Profits

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The Frontline CEO: Turn Employees into Decision Makers Who Innovate Solutions, Win Customers, and Boost Profits

Eric Strafel
The Frontline CEO Turn Employees into Decision Makers Who Innovate Solutions Win Customers and Boost Profits Book PDF

Author : Eric Strafel
Publisher : McGraw Hill Professional
Page : 225 pages
File Size : 55,8 Mb
Release : 2021-09-07
Category : Business & Economics
ISBN : 9781264257812

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The Frontline CEO: Turn Employees into Decision Makers Who Innovate Solutions, Win Customers, and Boost Profits by Eric Strafel Pdf

Drive long-term business results by empowering every employee at every level to become a skilled and effective frontline decision maker Today, the pace of change is so great that no company can afford to wait to respond to new developments. You need nimble and creative problem solving, and the most intelligent and efficient decision-making doesn’t come from the top—it comes from your employees on the front lines who interact with customers and can see and respond to the shifting landscape before anyone else. The leaders whose organizations are best able to innovate solutions, win customers, and boost profits during this era of rapid change are the ones who realize that everyone—from the CEO down to the frontline employee—is a leader, capitalize on that knowledge, and use it to grow. In this book, Eric Strafel draws on 20 years of experience as a top executive at Fortune 500 companies to show you how to decentralize and democratize decision-making through every level of the workforce, while ensuring that the company stays aligned, that each employee understands the company’s underlying purpose, and that everyone works toward the same goal. Learn how to: leverage frontline leadership to improve corporate agility partner with customers and with frontline employees to maximize internal innovation and deliver solutions cultivate a diverse, inclusive, and equitable culture that values each employee create a highly engaged, empowered, and energized workforce in every department equip the company to break through barriers, overcome plateaus, and scale Effective leadership isn’t about what you can achieve—it’s about what you can help others achieve. Make the switch from an antiquated top-down leadership style to a flatter, more nimble system in which every employee behaves and is treated like a leader. The Frontline CEO delivers the knowledge, strategies, and tactics you need to drive sustainable growth while creating a positive impact in the lives of your employees and community.

The Service Profit Chain

James L. Heskett,W. Earl Sasser,Leonard A. Schlesinger
The Service Profit Chain Book PDF

Author : James L. Heskett,W. Earl Sasser,Leonard A. Schlesinger
Publisher : Simon and Schuster
Page : 345 pages
File Size : 49,5 Mb
Release : 1997-04-10
Category : Business & Economics
ISBN : 9781439108307

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The Service Profit Chain by James L. Heskett,W. Earl Sasser,Leonard A. Schlesinger Pdf

In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.

Judgment on the Front Line

Chris DeRose,Noel M. Tichy
Judgment on the Front Line Book PDF

Author : Chris DeRose,Noel M. Tichy
Publisher : Penguin
Page : 277 pages
File Size : 44,7 Mb
Release : 2012-10-11
Category : Business & Economics
ISBN : 9781101561713

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Judgment on the Front Line by Chris DeRose,Noel M. Tichy Pdf

Front-line employees who deal directly with customers are the face of any organization. Not only do they have the most impact on how a brand is perceived, but they are also the most valuable source of insight into what customers want and how to give it to them. Unfortunately, as management experts Chris DeRose and Noel M. Tichy explain, most organizations don't know how to evaluate the risk of giving employees more autonomy. Many of those who are willing to try haven't even invested resources in ensuring that-once the shackles are off-front-line employees make good judgments. Tichy and DeRose offer powerful examples of front-line leadership, such as: How Zappos trusts its people to do anything in service of a customer, including providing free product or reimbursing for mistakes How Mayo Clinic of Arizona enabled its nurses to challenge the hierarchy in order to improve patient care

How I Learned to Let My Workers Lead

Ralph Stayer
How I Learned to Let My Workers Lead Book PDF

Author : Ralph Stayer
Publisher : Harvard Business Review Press
Page : 80 pages
File Size : 55,6 Mb
Release : 2009-09-10
Category : Business & Economics
ISBN : 9781633691384

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How I Learned to Let My Workers Lead by Ralph Stayer Pdf

Are your employees like a synchronized "V" of geese in flight-sharing goals and taking turns leading? Or are they more like a herd of buffalo-blindly following you and standing around awaiting instructions? If they're like buffalo, their passivity and lack of initiative could doom your company. In How I Learned to Let My Workers Lead, you'll discover how to transform buffalo into geese-by reshaping organizational systems and redefining employees' expectations about what it takes to succeed. Since 1922, Harvard Business Review has been a leading source of breakthrough ideas in management practice. The Harvard Business Review Classics series now offers you the opportunity to make these seminal pieces a part of your permanent management library. Each highly readable volume contains a groundbreaking idea that continues to shape best practices and inspire countless managers around the world.

Employees First, Customers Second

Vineet Nayar
Employees First Customers Second Book PDF

Author : Vineet Nayar
Publisher : Harvard Business Press
Page : 210 pages
File Size : 53,6 Mb
Release : 2010
Category : Corporate culture
ISBN : 9781422139066

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Employees First, Customers Second by Vineet Nayar Pdf

Imagine a management philosophy based not upon serving a company's customers, but on serving the company's employees. Vineet Nayar, CEO of HCL Technologies in India, has put such a philosophy into practice with remarkable results. His "employee first, customer second" mantra has been recognized globally as an example of organizational innovation, and was deemed a "new and radical management philosophy" ripe for the picking in the Western world by Business Week. In this book, Nayar himself describes his blunt refusal to treat the flesh and blood of HCL--its people--as "human resource" or as "intellectual capital" or even as an asset like all its other assets-and how his unique perspective led to an holistic transformation of his organization. By putting employees on top of the organizational pyramid, he argues, your company can fully realize the value created in the interface between customers and employees. This book leads managers and executives through the five core aspects of Nayar's approach, demonstrating how to create a sense of urgency, overhaul incentives and reporting structures, foster transparency in communications and feedback, provide platforms for achievement and personal growth, and finally recognize the potential of every individual in the organization. The "Employee First" philosophy should be the fulcrum of the transformation journey of any organization.

Seeing Around Corners

Rita McGrath
Seeing Around Corners Book PDF

Author : Rita McGrath
Publisher : Houghton Mifflin
Page : 277 pages
File Size : 52,5 Mb
Release : 2019
Category : Business & Economics
ISBN : 9780358022336

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Seeing Around Corners by Rita McGrath Pdf

The first prescriptive, innovative guide to seeing inflection points before they happen--and how to harness these disruptive influences to give your company a strategic advantage. Paradigmatic shifts in the business landscape, known as inflection points, can either create new, entrepreneurial opportunities (see Amazon and Netflix) or they can lead to devastating consequences (e.g., Blockbuster and Toys R Us). Only those leaders who can "see around corners"-that is, spot the disruptive inflection points developing before they hit-are poised to succeed in this market. Columbia Business School Professor and corporate consultant Rita McGrath contends that inflection points, though they may seem sudden, are not random. Every seemingly overnight shift is the final stage of a process that has been subtly building for some time. Armed with the right strategies and tools, smart businesses can see these inflection points coming and use them to gain a competitive advantage. Seeing Around Corners is the first hands-on guide to anticipating, understanding, and capitalizing on the inflection points shaping the marketplace.

CEO Excellence

Carolyn Dewar,Scott Keller,Vikram Malhotra
CEO Excellence Book PDF

Author : Carolyn Dewar,Scott Keller,Vikram Malhotra
Publisher : Simon and Schuster
Page : 384 pages
File Size : 43,9 Mb
Release : 2022-03-15
Category : Business & Economics
ISBN : 9781982179670

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CEO Excellence by Carolyn Dewar,Scott Keller,Vikram Malhotra Pdf

"Based on extensive interviews with today's . . . corporate leaders, this look at how the best CEOs do their jobs focuses on the mindsets and actions that foster an environment of excellence"--

Results

Bruce A. Pasternack,Gary L. Neilson
Results Book PDF

Author : Bruce A. Pasternack,Gary L. Neilson
Publisher : Crown Business
Page : 265 pages
File Size : 48,8 Mb
Release : 2005-10-18
Category : Business & Economics
ISBN : 9780307337313

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Results by Bruce A. Pasternack,Gary L. Neilson Pdf

Every company has a personality. Does yours help or hinder your results? Does it make you fit for growth? Find out by taking the quiz that’s helped 50,000 people better understand their organizations at OrgDNA.com and to learn more about Organizational DNA. Just as you can understand an individual’s personality, so too can you understand a company’s type—what makes it tick, what’s good and bad about it. Results explains why some organizations bob and weave and roll with the punches to consistently deliver on commitments and produce great results, while others can’t leave their corner of the ring without tripping on their own shoelaces. Gary Neilson and Bruce Pasternack help you identify which of the seven company types you work for—and how to keep what’s good and fix what’s wrong. You’ll feel the shock of recognition (“That’s me, that’s my company”) as you find out whether your organization is: • Passive-Aggressive (“everyone agrees, smiles, and nods, but nothing changes”): entrenched underground resistance makes getting anything done like trying to nail Jell-O to the wall • Fits-and-Starts (“let 1,000 flowers bloom”): filled with smart people pulling in different directions • Outgrown (“the good old days meet a brave new world”): reacts slowly to market developments, since it’s too hard to run new ideas up the flagpole • Overmanaged (“we’re from corporate and we’re here to help”): more reporting than working, as managers check on their subordinates’ work so they can in turn report to their bosses • Just-in-Time (“succeeding, but by the skin of our teeth”): can turn on a dime and create real breakthroughs but also tends to burn out its best and brightest • Military Precision (“flying in formation”): executes brilliant strategies but usually does not deal well with events not in the playbook • Resilient (“as good as it gets”): flexible, forward-looking, and fun; bounces back when it hits a bump in the road and never, ever rests on its laurels For anyone who’s ever said, “Wow, that’s a great idea, but it’ll never happen here” or “Whew, we pulled it off again, but I’m tired of all this sprinting,” Results provides robust, practical ideas for becoming and remaining a resilient business. Also available as an eBook From the Hardcover edition.

The Founder's Mentality

Chris Zook,James Allen
The Founder s Mentality Book PDF

Author : Chris Zook,James Allen
Publisher : Harvard Business Review Press
Page : 224 pages
File Size : 54,8 Mb
Release : 2016-05-17
Category : Business & Economics
ISBN : 9781633691179

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The Founder's Mentality by Chris Zook,James Allen Pdf

A Washington Post Bestseller Three Principles for Managing—and Avoiding—the Problems of Growth Why is profitable growth so hard to achieve and sustain? Most executives manage their companies as if the solution to that problem lies in the external environment: find an attractive market, formulate the right strategy, win new customers. But when Bain & Company’s Chris Zook and James Allen, authors of the bestselling Profit from the Core, researched this question, they found that when companies fail to achieve their growth targets, 90 percent of the time the root causes are internal, not external—increasing distance from the front lines, loss of accountability, proliferating processes and bureaucracy, to name only a few. What’s more, companies experience a set of predictable internal crises, at predictable stages, as they grow. Even for healthy companies, these crises, if not managed properly, stifle the ability to grow further—and can actively lead to decline. The key insight from Zook and Allen’s research is that managing these choke points requires a “founder’s mentality”—behaviors typically embodied by a bold, ambitious founder—to restore speed, focus, and connection to customers: • An insurgent’s clear mission and purpose • An unambiguous owner mindset • A relentless obsession with the front line Based on the authors’ decade-long study of companies in more than forty countries, The Founder’s Mentality demonstrates the strong relationship between these three traits in companies of all kinds—not just start-ups—and their ability to sustain performance. Through rich analysis and inspiring examples, this book shows how any leader—not only a founder—can instill and leverage a founder’s mentality throughout their organization and find lasting, profitable growth.

Playing to Win

Alan G. Lafley,Roger L. Martin
Playing to Win Book PDF

Author : Alan G. Lafley,Roger L. Martin
Publisher : Harvard Business Press
Page : 274 pages
File Size : 41,7 Mb
Release : 2013
Category : Business & Economics
ISBN : 9781422187395

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Playing to Win by Alan G. Lafley,Roger L. Martin Pdf

Explains how companies must pinpoint business strategies to a few critically important choices, identifying common blunders while outlining simple exercises and questions that can guide day-to-day and long-term decisions.

The Future of Nursing

Institute of Medicine,Committee on the Robert Wood Johnson Foundation Initiative on the Future of Nursing, at the Institute of Medicine
The Future of Nursing Book PDF

Author : Institute of Medicine,Committee on the Robert Wood Johnson Foundation Initiative on the Future of Nursing, at the Institute of Medicine
Publisher : National Academies Press
Page : 700 pages
File Size : 51,9 Mb
Release : 2011-02-08
Category : Medical
ISBN : 9780309208956

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The Future of Nursing by Institute of Medicine,Committee on the Robert Wood Johnson Foundation Initiative on the Future of Nursing, at the Institute of Medicine Pdf

The Future of Nursing explores how nurses' roles, responsibilities, and education should change significantly to meet the increased demand for care that will be created by health care reform and to advance improvements in America's increasingly complex health system. At more than 3 million in number, nurses make up the single largest segment of the health care work force. They also spend the greatest amount of time in delivering patient care as a profession. Nurses therefore have valuable insights and unique abilities to contribute as partners with other health care professionals in improving the quality and safety of care as envisioned in the Affordable Care Act (ACA) enacted this year. Nurses should be fully engaged with other health professionals and assume leadership roles in redesigning care in the United States. To ensure its members are well-prepared, the profession should institute residency training for nurses, increase the percentage of nurses who attain a bachelor's degree to 80 percent by 2020, and double the number who pursue doctorates. Furthermore, regulatory and institutional obstacles-including limits on nurses' scope of practice-should be removed so that the health system can reap the full benefit of nurses' training, skills, and knowledge in patient care. In this book, the Institute of Medicine makes recommendations for an action-oriented blueprint for the future of nursing.

Dare to Serve

Cheryl Bachelder
Dare to Serve Book PDF

Author : Cheryl Bachelder
Publisher : Berrett-Koehler Publishers
Page : 197 pages
File Size : 53,7 Mb
Release : 2015-03-16
Category : Business & Economics
ISBN : 9781523097852

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Dare to Serve by Cheryl Bachelder Pdf

“A new perspective on servant leadership—challenging us to bring both courage and humility to the table—for the sake of the people and the enterprise.” —John C. Maxwell, New York Times-bestselling author In this updated edition of Dare to Serve, former Popeyes CEO Cheryl Bachelder shows that leading by serving is a rigorous and tough-minded approach that yields the best results. When she was named CEO of Popeyes in 2007, the stock price had slipped from $34 in 2002 to $13. The brand was stagnant, the team was discouraged, and the franchisees were just plain angry. Nine years later, restaurant sales were up 45 percent, restaurant profits had doubled, and the stock price was over $61. Servant leadership is sometimes derided as soft or ineffective, but this book confirms that challenging people to reach a daring destination, while treating them with dignity, creates the conditions for superior performance. The second edition of this bestselling book includes Bachelder’s post-Popeyes observations and new examples of how you can switch your leadership from self to serve. Ever engaging and inspirational, Bachelder takes you firsthand through the transformation of Popeyes and shows how anyone, at any level can become a Dare-to-Serve leader. “Extraordinary! Dare to Serve describes the kind of leadership so desperately needed in the 21st century. A powerful blend of courage and humility, Cheryl Bachelder’s engaging story offers a clear path for leaders to follow, and what makes her message so compelling is the tremendous results she’s produced. I highly recommend this book.” —Stephen M. R. Covey, New York Times-bestselling author of The Speed of Trust

Keeping Patients Safe

Institute of Medicine,Board on Health Care Services,Committee on the Work Environment for Nurses and Patient Safety
Keeping Patients Safe Book PDF

Author : Institute of Medicine,Board on Health Care Services,Committee on the Work Environment for Nurses and Patient Safety
Publisher : National Academies Press
Page : 485 pages
File Size : 51,5 Mb
Release : 2004-03-27
Category : Medical
ISBN : 9780309187367

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Keeping Patients Safe by Institute of Medicine,Board on Health Care Services,Committee on the Work Environment for Nurses and Patient Safety Pdf

Building on the revolutionary Institute of Medicine reports To Err is Human and Crossing the Quality Chasm, Keeping Patients Safe lays out guidelines for improving patient safety by changing nurses' working conditions and demands. Licensed nurses and unlicensed nursing assistants are critical participants in our national effort to protect patients from health care errors. The nature of the activities nurses typically perform â€" monitoring patients, educating home caretakers, performing treatments, and rescuing patients who are in crisis â€" provides an indispensable resource in detecting and remedying error-producing defects in the U.S. health care system. During the past two decades, substantial changes have been made in the organization and delivery of health care â€" and consequently in the job description and work environment of nurses. As patients are increasingly cared for as outpatients, nurses in hospitals and nursing homes deal with greater severity of illness. Problems in management practices, employee deployment, work and workspace design, and the basic safety culture of health care organizations place patients at further risk. This newest edition in the groundbreaking Institute of Medicine Quality Chasm series discusses the key aspects of the work environment for nurses and reviews the potential improvements in working conditions that are likely to have an impact on patient safety.

The Challenger Sale

Matthew Dixon,Brent Adamson
The Challenger Sale Book PDF

Author : Matthew Dixon,Brent Adamson
Publisher : Penguin
Page : 240 pages
File Size : 54,5 Mb
Release : 2011-11-10
Category : Business & Economics
ISBN : 9781101545898

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The Challenger Sale by Matthew Dixon,Brent Adamson Pdf

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.

Authentic Leadership and Organizations: The Goffee-Jones Collection (2 Books)

Rob Goffee,Gareth Jones
Authentic Leadership and Organizations The Goffee Jones Collection 2 Books Book PDF

Author : Rob Goffee,Gareth Jones
Publisher : Harvard Business Review Press
Page : 512 pages
File Size : 55,8 Mb
Release : 2015-11-10
Category : Business & Economics
ISBN : 9781633691971

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Authentic Leadership and Organizations: The Goffee-Jones Collection (2 Books) by Rob Goffee,Gareth Jones Pdf

This Harvard Business Review digital collection showcases the ideas of Rob Goffee and Gareth Jones, authors of Why Should Anyone Be Led by You? and Why Should Anyone Work Here? In Why Should Anyone Be Led by You?, Goffee and Jones argue that leaders don’t become great by aspiring to a list of universal character traits. Rather, effective leaders are authentic: they deploy individual strengths to engage followers’ hearts, minds, and souls. In Why Should Anyone Work Here?, the authors argue that it used to be that businesses could ask individuals to conform to the organization’s needs but that now today’s leaders are charged with creating the best company on earth to work for: they must transform their organizations to attract the right people, keep them, and inspire them to do their best work.