Employees First, Customers Second

Turning Conventional Management Upside Down

Author: Vineet Nayar

Publisher: Harvard Business Press

ISBN: 1422139069

Category: Business & Economics

Page: 198

View: 4530

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.
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Employees First, Customers Second

Turning Conventional Management Upside Down

Author: Vineet Nayar

Publisher: Harvard Business Press

ISBN: 1422159329

Category: Business & Economics

Page: 208

View: 3871

One small idea can ignite a revolution just as a single matchstick can start a fire. One such idea—putting employees first and customers second—sparked a revolution at HCL Technologies, the IT services giant. In this candid and personal account, Vineet Nayar—HCLT’s celebrated CEO—recounts how he defied the conventional wisdom that companies must put customers first, then turned the hierarchical pyramid upside down by making management accountable to the employees, and not the other way around. By doing so, Nayar fired the imagination of both employees and customers and set HCLT on a journey of transformation that has made it one of the fastest-growing and profitable global IT services companies and, according to BusinessWeek, one of the twenty most influential companies in the world. Chapter by chapter, Nayar recounts the exciting journey of how he and his team implemented the employee first philosophy by: • Creating a sense of urgency by enabling the employees to see the truth of the company’s current state as well as feel the “romance” of its possible future state • Creating a culture of trust by pushing the envelope of transparency in communication and information sharing • Inverting the organizational hierarchy by making the management and the enabling functions accountable to the employee in the value zone • Unlocking the potential of the employees by fostering an entrepreneurial mind-set, decentralizing decision making, and transferring the ownership of “change” to the employee in the value zone Refreshingly honest and practical, this book offers valuable insights for managers seeking to realize their aspirations to grow faster and become self-propelled engines of change.
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Amoeba Management

The Dynamic Management System for Rapid Market Response

Author: Kazuo Inamori

Publisher: CRC Press

ISBN: 1466578912

Category: Business & Economics

Page: 164

View: 4965

Especially effective in dynamic and highly competitive environments, the Amoeba Management System has received attention from the Harvard Business Review and has already been successfully adopted at more than 400 companies around the world. At the heart of this innovative management system is a business philosophy based on doing the right thing as a human being and the leadership potential of all employees. This philosophy, coupled with a simple and precise micro-divisional management and accounting system that enables the distribution of leadership and management responsibility into small self-supporting units called amoebas, can help organizations achieve a high degree of flexibility and market-sensitivity. Written by the system's creator, Amoeba Management: The Dynamic Management System for Rapid Market Response provides a comprehensive introduction to this unique and time-tested method of management control and accounting. Explaining the management philosophy and principles, it unveils fresh and pragmatic insights on how to foster a culture of leadership and responsibility in your organization. Dr. Kazuo Inamori, director and chairman emeritus of Japan Airlines, founder and chairman emeritus of Kyocera Corporation, and honorary adviser of KDDI Corporation, delves into decades of experience creating and implementing this system to supply you with invaluable operational guidance on how to monitor and manage every aspect of your company. Facilitating the understanding required to divide your organization into small units with self-supporting accounting, this book supplies the tools to achieve a system of management by all whereby all amoeba members focus their strengths on accomplishing common goals. It provides a means for making the concept of "value-added" truly operational for every employee and describes the features and use of the Hourly Efficiency Report, the primary mechanism used to control profits. Even companies with stagnating profitability will be able to transform themselves into high-profit enterprises using the methods described in this book.
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The Customer Comes Second

Put Your People First and Watch 'em Kick Butt

Author: Hal Rosenbluth,Diane McFerrin Peters

Publisher: Harper Collins

ISBN: 0060526564

Category: Business & Economics

Page: 304

View: 1586

Tom Peters says "Hal Rosenbluth's story is one of the great unsung business success sagas -- and in this fully revised and updated 10th anniversary edition of The Customer Comes Second, Rosenbluth and his co-author Diane McFerrin Peters offer proof that his leadership style is one for the new millennium. The secret of his success, and that of his company, Rosenbluth International is simple: Hal Rosenbluth concentrates on his employees first, and his customers second. This is a formula that has worked for more than two decades, and has transformed his company from a small family business into a global industry leader, grossing over $6 billion. In this classic on counterintuitive management practice, the entrepreneurial genius and visionary leader of Rosenbluth International shows you how to use exceptional service to win in any industry! This insightful and compelling book reveals new ideas for hiring, motivating and managing employees, and shows how best to integrate technological innovation and creative solutions into the everyday work experience to ensure that your employees -- your company's greatest asset -- win you the best customers and propel your business to the greatest heights of success. Rosenbluth's tried and tested methods show you how to build highly effective teams, inspire loyalty and initiative, and turn your workplace into a hotbed of synergy where people produce consistently incredible results. For more than ten years, the strategies and ideas in this book have galvanized CEOs, entrepreneurs and managers everywhere, making fans of business leaders and thinkers like Jeff Greenfield, Scott McNealy and many others. These secrets continue to prove themselves today as Rosenbluth International has rapidly emerged as the foremost travel management company since its industry’s devastation following 9/11. Find out how Hal Rosenbluth's winning ideas can transform you and your company: by putting your customer second, you're guaranteed to win!
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Teaming

How Organizations Learn, Innovate, and Compete in the Knowledge Economy

Author: Amy C. Edmondson

Publisher: John Wiley & Sons

ISBN: 1118216768

Category: Business & Economics

Page: 352

View: 2871

New breakthrough thinking in organizational learning, leadership, and change Continuous improvement, understanding complex systems, and promoting innovation are all part of the landscape of learning challenges today's companies face. Amy Edmondson shows that organizations thrive, or fail to thrive, based on how well the small groups within those organizations work. In most organizations, the work that produces value for customers is carried out by teams, and increasingly, by flexible team-like entities. The pace of change and the fluidity of most work structures means that it's not really about creating effective teams anymore, but instead about leading effective teaming. Teaming shows that organizations learn when the flexible, fluid collaborations they encompass are able to learn. The problem is teams, and other dynamic groups, don't learn naturally. Edmondson outlines the factors that prevent them from doing so, such as interpersonal fear, irrational beliefs about failure, groupthink, problematic power dynamics, and information hoarding. With Teaming, leaders can shape these factors by encouraging reflection, creating psychological safety, and overcoming defensive interpersonal dynamics that inhibit the sharing of ideas. Further, they can use practical management strategies to help organizations realize the benefits inherent in both success and failure. Presents a clear explanation of practical management concepts for increasing learning capability for business results Introduces a framework that clarifies how learning processes must be altered for different kinds of work Explains how Collaborative Learning works, and gives tips for how to do it well Includes case-study research on Intermountain healthcare, Prudential, GM, Toyota, IDEO, the IRS, and both Cincinnati and Minneapolis Children's Hospitals, among others Based on years of research, this book shows how leaders can make organizational learning happen by building teams that learn.
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Get Rid of the Performance Review!

How Companies Can Stop Intimidating, Start Managing--and Focus on What Really Matters

Author: Samuel A. Culbert

Publisher: Business Plus

ISBN: 0446569712

Category: Business & Economics

Page: 256

View: 1144

The performance review. It is one of the most insidious, most damaging, and yet most ubiquitous of corporate activities. We all hate it. And yet nobody does anything about it. Until now... Straight-talking Sam Culbert, management guru and UCLA professor, minces no words as he puts managers on notice that -- with the performance review as their weapon of choice -- they have built a corporate culture based on intimidation and fear. Teaming up with Wall Street Journal Senior Editor Lawrence Rout, he shows us why performance reviews are bogus and how they undermine both creativity and productivity. And he puts a good deal of the blame squarely on human resources professionals, who perpetuate the very practice that they should be trying to eliminate. But Culbert does more than merely tear down. He also offers a substitute -- the performance preview -- that will actually accomplish the tasks that performance reviews were supposed to, but never will: holding people accountable for their actions and their results, and giving managers and their employees the kind of feedback they need for improving their skills and to give the company more of what it needs. With passion, humor, and a rare insight into what motivates all of us to do our best, Culbert offers all of us a chance to be better managers, better employees and, indeed, better people. Culbert has long said his goal is to make the world of work fit for human consumption. "Get Rid of the Performance Review!" shows us how to do just that.
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Empowered

Unleash Your Employees, Energize Your Customers, and Transform Your Business

Author: Josh Bernoff,Ted Schadler

Publisher: Harvard Business Press

ISBN: 1422162338

Category: Business & Economics

Page: 272

View: 6669

It's the new normal. Now all of your employees are Twittering away and friending clients on Facebook. Not to mention customers--who feel obligated to update your Wikipedia entry with product complaints. In this new world, dealing with empowered employees and customers --Insurgents -- is only going to get more challenging. Employees are using this technology in the workplace and customers are using it in the marketplace, and neither obey the rules you set up. This chaos is your future as a manager. You could try to shut it down and shut it off. Or you can harness it and reap the business benefits. According to Josh Bernoff and Ted Schadler of Forrester Research (the organization that brought you Groundswell), your defense against insurgents is to enable them. At its heart, this is a book about how to scale the management of insurgency, both the innovation of insurgent employees and the energy of insurgent customers. The key is a process Forrester calls E Triple S, for the four elements of managing insurgents effectively: empowering, selecting, scaling, and socializing. While it's based in current trends, the core concept of Managing Insurgents -- that the next management and innovation challenge is harnessing individuals empowered by mobile, social, and connected technology -- is a new idea. In the wake of Groundswell, dozens of social-technology-for-business books cropped up. And there are plenty of books on improving your customer service. But there's no serious business book about management, marketing, and innovation in the throes of this trend. When Insurgency hits, it will be perceived not just as a sequel to Groundswell but as the start of a new management philosophy.
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Human Factors in Project Management

Concepts, Tools, and Techniques for Inspiring Teamwork and Motivation

Author: Zachary Wong

Publisher: John Wiley & Sons

ISBN: 1118047575

Category: Business & Economics

Page: 368

View: 7224

In Human Factors in Project Management, author Zachary Wong—a noted trainer and acclaimed leader of more than 250 project teams—provides a summary of "people-based" management skills and techniques that can be applied when working in a team environment. This comprehensive resource brings together in one book new and current models in team motivation and integrates the most significant concepts in team motivation and behaviors into a single set of principles called "Human Factors." Wong shows how these factors can be applied to the most challenging issues facing project managers today including Motivating a diverse workforce Facilitating team decisions Resolving interpersonal conflicts Managing difficult people Strengthening team accountability Communications Leadership
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Multipliers

How the Best Leaders Make Everyone Smarter

Author: Liz Wiseman,Greg McKeown

Publisher: Harper Collins

ISBN: 0061999482

Category: Business & Economics

Page: 3

View: 9793

Wall Street Journal Bestseller A thought-provoking, accessible, and essential exploration of why some leaders (“Diminishers”) drain capability and intelligence from their teams, while others (“Multipliers”) amplify it to produce better results. Including a foreword by Stephen R. Covey, as well the five key disciplines that turn smart leaders into genius makers, Multipliers is a must-read for everyone from first-time managers to world leaders.
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Do More Great Work

Stop the Busywork, and Start the Work that Matters

Author: Michael Bungay Stanier

Publisher: Workman Publishing

ISBN: 0761156445

Category: Self-Help

Page: 200

View: 9557

An inspiration book uses 12 short, visual exercises called "Maps" that provoke thought and help the reader to figure out how to do more "great work," the type of creative work that moves a business forward. Original.
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The No Asshole Rule

Building a Civilized Workplace and Surviving One That Isn't

Author: Robert I. Sutton

Publisher: Business Plus

ISBN: 9780759518018

Category: Business & Economics

Page: 224

View: 5115

The definitive guide to working with -- and surviving -- bullies, creeps, jerks, tyrants, tormentors, despots, backstabbers, egomaniacs, and all the other assholes who do their best to destroy you at work. "What an asshole!" How many times have you said that about someone at work? You're not alone! In this groundbreaking book, Stanford University professor Robert I. Sutton builds on his acclaimed Harvard Business Review article to show you the best ways to deal with assholes...and why they can be so destructive to your company. Practical, compassionate, and in places downright funny, this guide offers: Strategies on how to pinpoint and eliminate negative influences for good Illuminating case histories from major organizations A self-diagnostic test and a program to identify and keep your own "inner jerk" from coming out The No Asshole Rule is a New York Times, Wall Street Journal, USA Today and Business Week bestseller.
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The Leader's Guide to Radical Management

Reinventing the Workplace for the 21st Century

Author: Stephen Denning

Publisher: John Wiley & Sons

ISBN: 9780470651360

Category: Business & Economics

Page: 336

View: 968

A radical new management model for twenty-first century leaders Organizations today face a crisis. The crisis is of long standing and its signs are widespread. Most proposals for improving management address one element of the crisis at the expense of the others. The principles described by award-winning author Stephen Denning simultaneously inspire high productivity, continuous innovation, deep job satisfaction and client delight. Denning puts forward a fundamentally different approach to management, with seven inter-locking principles of continuous innovation: focusing the entire organization on delighting clients; working in self-organizing teams; operating in client-driven iterations; delivering value to clients with each iteration; fostering radical transparency; nurturing continuous self-improvement and communicating interactively. In sum, the principles comprise a new mental model of management. Author outlines the basic seven principles of continuous innovation The book describes more than seventy supporting practices Denning offers a rethinking of management from first principles This book is written by the author of The Secret Language of Leadership—a Financial Times Selection in Best Books of 2007.
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The Other Side of Innovation

Solving the Execution Challenge

Author: Vijay Govindarajan,Chris Trimble

Publisher: Harvard Business Press

ISBN: 1422162303

Category: Business & Economics

Page: 240

View: 4968

In their first book, Ten Rules for Strategic Innovators, the authors provided a better model for executing disruptive innovation. They laid out a three-part plan for launching high-risk/high-reward innovation efforts: (1) borrow assets from the existing firms, (2) unlearn and unload certain processes and systems that do not serve the new entity, and (3) learn and build all new capabilities and skills. In their study of the Ten Rules in action, Govindarajan and Trimble observed many other kinds of innovation that were less risky but still critical to the company's ongoing success. In case after case, senior executives expected leaders of innovation initiatives to grapple with forces of resistence, namely incentives to keep doing what the company has always done--rather than develop new competence and knowledge. But where to begin? In this book, the authors argue that the most successful everyday innovators break down the process into six manageable steps: 1. Divide the labor 2. Assemble the dedicated team 3. Manage the partnership 4. Formalize the experiment 5. Break down the hypothesis 6. Seek the truth. The Other Side of Innovation codifies this staged approach in a variety of contexts. It delivers a proven step-by-step guide to executing (launching, managing, and measuring) more modest but necessary innovations within large firms without disrupting their bread-and-butter business.
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The Decision Maker

Unlock the Potential of Everyone in Your Organization, One Decision at a Time

Author: Dennis Bakke

Publisher: Pear Press

ISBN: 0983263345

Category: Business & Economics

Page: 224

View: 4588

Who makes the important decisions in your organization? Strategy, product development, budgeting, compensation—such key decisions typically are made by company leaders. That’s what bosses are for, right? But maybe the boss isn’t the best person to make the call. That’s the conclusion Dennis Bakke came to, and he used it to build AES into a Fortune 200 global power company with 27,000 people in 27 countries. He used it again to create Imagine Schools, the largest non-profit charter-school network in the U.S. As a student at Harvard Business School, Bakke made hundreds of decisions using the case-study method. He realized two things: decision-making is the best way to develop people; and that shouldn't stop at business school. So Bakke spread decision-making throughout his organizations, fully engaging people at all levels. Today, Bakke has given thousands of people the freedom and responsibility to make decisions that matter. In The Decision Maker, a leadership fable loosely based on Bakke's experience, the New York Times bestselling author shows us how giving decisions to the people closest to the action can transform any organization. The idea is simple. The results are powerful. When leaders put real control into the hands of their people, they tap incalculable potential. The Decision Maker, destined to be a business classic, holds the key to unlocking the potential of every person in your organization.
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What the CEO Wants You to Know

How Your Company Really Works

Author: Ram Charan

Publisher: Currency

ISBN: 0553417789

Category: Business & Economics

Page: 176

View: 2930

A powerful lesson in what is really important in business, this remarkable book by an ultimate insider takes the lessons of the peddler and reveals how they can be used by the rest of us. Reminiscent of bestsellers such as "Who Moved My Cheese?" and" The One-Minute Manager, What the CEO Wants You to Know" is simple, direct, and of immense use to everyone in business.
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The Professional

Defining the New Standard of Excellence at Work

Author: Subroto Bagchi

Publisher: Penguin

ISBN: 1101516275

Category: Business & Economics

Page: 256

View: 9827

A manifesto on what it takes to be a true professional in the modern world. By common definition, a professional is anyone who possesses the skills and knowledge necessary for a career-whether as a surgeon, a software engineer, or a plumber. But according to Subroto Bagchi, our increasingly global marketplace demands more. In a world where the foolish, selfish, and unethical decisions of a few have affected the lives of millions, The Professional urges readers to act responsibly and reexamine "business as usual". By exploring a variety of professional dilemmas across many industries, Bagchi defines the qualities of true professionals and the attributes that separate them from the merely competent. These include: *Suffer no false attractions: It's always tempting to take the path of least resistance, but true professionals can separate the genuine from the phony. *Know when to say no: True professionals are not afraid to say no to things that are not worth their time, their energy, or their creativity. *Take the long view: True professionals understand that every action, decision, and relationship, no matter how small, can have a lasting impact.
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The Everything HR Kit

A Complete Guide to Attracting, Retaining, and Motivating High-Performance Employees

Author: John Putzier,David W. Baker

Publisher: AMACOM

ISBN: 0814416101

Category: Business & Economics

Page: 256

View: 5642

With The Everything HR Kit, whether you are a newcomer or a veteran, you can set up a stellar HR department from scratch. Packed with ready-to-go checklists, sample brochures, job descriptions, customizable forms, interview questions, performance review templates, and more, this one-stop book puts tons of best practices at your fingertips—all instantly accessible and easy to implement. The book gets right to the heart of HR, and the heart of any successful business—your people. It avoids the theory, jargon, and over-analysis to bring you the core strategies and essential knowledge you need to bring quality people on board, for good, such as reputation, recruitment, selection, on-boarding, employee relations, and performance management. You’ll learn how to: • Create a powerful recruitment brochure that lures great people • Set up “bird dog” bonuses to make everyone in your circle of influence a recruiter all the time • Ask probing questions that pinpoint a candidate’s communication style, problem-solving style, stress behaviors, and coaching style • Steer clear of illegal or problematic interview questions, and adhere to crucial labor laws • Match the right people to the right jobs using proven instruments like the Role Behavior Analysis combined with the Personal Profile System • Design a benefits package that works best for your organization and its people • Prepare an “out-of-the-box” employee handbook that instills values and makes a great first impression—plus much more
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The Year Without Pants

WordPress.com and the Future of Work

Author: Scott Berkun

Publisher: John Wiley & Sons

ISBN: 1118728955

Category: Business & Economics

Page: 272

View: 4674

A behind-the-scenes look at the firm behind WordPress.com and the unique work culture that contributes to its phenomenal success 50 million websites, or twenty percent of the entire web, use WordPress software. The force behind WordPress.com is a convention-defying company called Automattic, Inc., whose 120 employees work from anywhere in the world they wish, barely use email, and launch improvements to their products dozens of times a day. With a fraction of the resources of Google, Amazon, or Facebook, they have a similar impact on the future of the Internet. How is this possible? What's different about how they work, and what can other companies learn from their methods? To find out, former Microsoft veteran Scott Berkun worked as a manager at WordPress.com, leading a team of young programmers developing new ideas. The Year Without Pants shares the secrets of WordPress.com's phenomenal success from the inside. Berkun's story reveals insights on creativity, productivity, and leadership from the kind of workplace that might be in everyone's future. Offers a fast-paced and entertaining insider's account of how an amazing, powerful organization achieves impressive results Includes vital lessons about work culture and managing creativity Written by author and popular blogger Scott Berkun (scottberkun.com) The Year Without Pants shares what every organization can learn from the world-changing ideas for the future of work at the heart of Automattic's success.
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Playing to Win

How Strategy Really Works

Author: Alan G. Lafley,Roger L. Martin

Publisher: Harvard Business Press

ISBN: 142218739X

Category: Business & Economics

Page: 260

View: 8590

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.
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The Future of Work

Attract New Talent, Build Better Leaders, and Create a Competitive Organization

Author: Jacob Morgan

Publisher: John Wiley & Sons

ISBN: 1118877292

Category: Business & Economics

Page: 256

View: 9897

Throughout the history of business employees had to adapt to managers and managers had to adapt to organizations. In the future this is reversed with managers and organizations adapting to employees. This means that in order to succeed and thrive organizations must rethink and challenge everything they know about work. The demographics of employees are changing and so are employee expectations, values, attitudes, and styles of working. Conventional management models must be replaced with leadership approaches adapted to the future employee. Organizations must also rethink their traditional structure, how they empower employees, and what they need to do to remain competitive in a rapidly changing world. This is a book about how employees of the future will work, how managers will lead, and what organizations of the future will look like. The Future of Work will help you: Stay ahead of the competition Create better leaders Tap into the freelancer economy Attract and retain top talent Rethink management Structure effective teams Embrace flexible work environments Adapt to the changing workforce Build the organization of the future And more The book features uncommon examples and easy to understand concepts which will challenge and inspire you to work differently.
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