Employees First, Customers Second

Turning Conventional Management Upside Down

Author: Vineet Nayar

Publisher: Harvard Business Press

ISBN: 1422159329

Category: Business & Economics

Page: 208

View: 7065

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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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The New Brand Spirit

How Communicating Sustainability Builds Brands, Reputations and Profits

Author: Christian Conrad,Marjorie Ellis Thompson

Publisher: CRC Press

ISBN: 1317023056

Category: Business & Economics

Page: 350

View: 8403

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Effective sustainability communication can deliver business value. Get it wrong, however, and the reputational damage will be costly. Stakeholders, and the general public as well as activists, are unforgiving of companies whose products, services, business practices or culture fall short of their socially responsible rhetoric. Based on close to one hundred in-depth interviews with leading experts, Christian Conrad and Marjorie Thompson's The New Brand Spirit helps corporate communications and marketing professionals tackle this conundrum by providing a first-hand view of eight distinct and relevant stakeholder perspectives. Nineteen comprehensive and well-researched best practice cases from sustainability leaders like IBM, Unilever, Marks & Spencer and Puma will inspire all those tasked with communicating sustainability with practical and applicable tools and lessons learned. The result is a book that will enable senior executives, corporate communication professionals and brand managers to decide when, to whom and how to communicate sustainability related messages - and when not to.
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Designing Service Excellence

People and Technology

Author: Brian Hunt,Toni Ivergard

Publisher: CRC Press

ISBN: 1439840466

Category: Business & Economics

Page: 194

View: 1065

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The moment of truth—that instant when consumers experience and judge service quality—is often a deciding factor in business success. Designing Service Excellence: People and Technology provides practical information on the design, management, and organization of many different types of service industries, such as hotels, restaurants, banks and financial institutions, retail, and the public sector. The authors investigate the consumers’ experience and judgment on service quality, which ultimately determines the success or failure of the service. They then consider people, usability, and technology in the automation of high-quality service. This research-driven book identifies service—in a variety of forms—as an area of business and management where rapid change is taking place. The authors examine how service has become a balance between people and technology and explore this relationship as one of the key drivers of change. They discuss how social, cultural, and technological developments influence the ways in which customers contact, negotiate, and purchase services from their chosen service providers. These same developments are also driving communications between customers relating to the services they buy and are willing to recommend to others (or otherwise). Intermingled, these features of our current-day lives have changed the nature of service provision and service use. When your organization has its moment of truth, how will it measure up? Organizations whose business has service at its core and whose activities focus mainly on service design, management, and delivery are likely to find increasingly that, for survival, service is a matter of life or death. This book provides a deep understanding of the relationship between people and technology along with an ergonomic approach to the design and management of service delivery that helps you deliver the value and benefits that customers not only want, but increasingly come to expect.
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The Diamond Advantage

Promote Yourself Without Losing Who You Are

Author: Dr. Heather Simone

Publisher: Morgan James Publishing

ISBN: 164279421X

Category: Business & Economics

Page: N.A

View: 5290

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The Diamond Advantage shows readers how clarity can lead to next level success. Is it possible to have a successful career and nurture healthy relationships? In The Diamond Advantage, award-winning corporate executive Dr. Heather Simone guides female leaders through a powerful journey to their next-level success. Through compelling personal stories, leadership research, and insightful exercises, Dr. Simone outlines a customized strategy that redefines success with purpose, integrity, and significance. Using her signature PRISM model, she teaches professional women how to find time for themselves and their most treasured relationships with comprising quality of work, how to be the owner of their own success, how to integrate professional and personal aims, and more. The Diamond Advantage details a customized strategic plan that helps the professional woman redefine her goals to better align with her personal and professional core values—in essence, showing professional women how to have it all.
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How I Did It

Lessons from the Front Lines of Business

Author: Harvard Business Review

Publisher: Harvard Business Review Press

ISBN: 162527226X

Category: Business & Economics

Page: 336

View: 2467

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Powerful stories from the world’s top CEOs to help prepare you for the hard decisions ahead. The essays in How I Did It teach and inspire. Pulled directly from the pages of one of the most popular columns in Harvard Business Review, these essays offer firsthand accounts of the most difficult management challenges faced by the men and women who occupy the corner office. It’s the next best thing to sitting down and talking face-to-face with these corporate leaders. You’ll hear from renowned global leaders including: Kevin Ryan, Gilt Groupe Mindy Grossman, HSN Kevin Plank, Under Armour Daniel P. Amos, Aflac Pramod Bhasin, Genpact Eric Schmidt, Google Ellen Kullman, DuPont Patrizio Bertelli, Prada Pierre Omidyar, Omidyar Network Jorge Cauz, Encyclopaedia Brittanica Richard Gelfond, IMAX Let these potent stories of strategic thinking—and often bold and unconventional action—be your guide as you step into your own future as a leader.
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Approaching Change One Story At a Time: 20 Stories and Insights for Coaches, Facilitators, Trainers and Change Leaders

Author: Bob Dick

Publisher: eBookIt.com

ISBN: 145662167X

Category: Business & Economics

Page: 85

View: 6967

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This e-book innovatively explores: * Stories that every change leader needs to read * The often unexamined role of the "ordinary" person in change * How stories can help you be a more engaging coach, facilitator, trainer, leader, ... * The power of story as a tool for influence * How archetypes provide a way of interpreting stories * The different meaning of first, second and third-person stories * The deeper meanings behind "All stories are true but some actually happened" * Ways of effective story listening and interpreting * Understanding that "What's not said" is as important, or more so, than what is said * How story helps us work more intuitively with organisational systems
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Conscious Capitalism, With a New Preface by the Authors

Liberating the Heroic Spirit of Business

Author: John,Rajendra

Publisher: Harvard Business Review Press

ISBN: 1625272987

Category: Business & Economics

Page: 368

View: 1783

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The bestselling book, now with a new preface by the authors At once a bold defense and reimagining of capitalism and a blueprint for a new system for doing business, Conscious Capitalism is for anyone hoping to build a more cooperative, humane, and positive future. Whole Foods Market cofounder John Mackey and professor and Conscious Capitalism, Inc. cofounder Raj Sisodia argue that both business and capitalism are inherently good, and they use some of today’s best-known and most successful companies to illustrate their point. From Southwest Airlines, UPS, and Tata to Costco, Panera, Google, the Container Store, and Amazon, today’s organizations are creating value for all stakeholders—including customers, employees, suppliers, investors, society, and the environment. Read this book and you’ll better understand how four specific tenets—higher purpose, stakeholder integration, conscious leadership, and conscious culture and management—can help build strong businesses, move capitalism closer to its highest potential, and foster a more positive environment for all of us.
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Be a Great Boss: The Hill Collection (4 Items)

Author: Linda A. Hill,Kent Lineback

Publisher: Harvard Business Review Press

ISBN: 1625277822

Category: Business & Economics

Page: 1033

View: 2691

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This digital collection, curated by Harvard Business Review, offers seminal ideas by leadership expert and Harvard Business School professor Linda A. Hill. It includes three of her most popular books—Becoming a Manager, Being the Boss (coauthor), and Collective Genius (coauthor)—as well as the influential 2011 Harvard Business Review article, “Are You a Good Boss—or a Great One?,” which Hill coauthored with Kent Lineback. Hill is an in-demand teacher and mentor to professionals worldwide on the topics of managing change, cross-organizational relationships, global strategy, innovation, talent management, and leadership development. This collection offers the best reading on how to be an effective leader and a better boss—resulting in enhanced personal and professional success and a better-performing organization. All four works included in the set are influential in the field of leadership and have been embraced by practitioners everywhere, who use Hill’s advice to become better at what they do. Linda A. Hill is Professor of Business Administration at Harvard Business School and the faculty chair of its Leadership Initiative. She has chaired numerous executive education programs at the school. Hill serves on numerous boards of directors, boards of trustees, and advisory boards, and her work and ideas are featured regularly in international media.
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Collective Genius

The Art and Practice of Leading Innovation

Author: Linda A. Hill,Greg Brandeau,Emily Truelove,Kent Lineback

Publisher: Harvard Business Review Press

ISBN: 1422187594

Category: Business & Economics

Page: 272

View: 7357

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Why can some organizations innovate time and again, while most cannot? You might think the key to innovation is attracting exceptional creative talent. Or making the right investments. Or breaking down organizational silos. All of these things may help—but there’s only one way to ensure sustained innovation: you need to lead it—and with a special kind of leadership. Collective Genius shows you how. Preeminent leadership scholar Linda Hill, along with former Pixar tech wizard Greg Brandeau, MIT researcher Emily Truelove, and Being the Boss coauthor Kent Lineback, found among leaders a widely shared, and mistaken, assumption: that a “good” leader in all other respects would also be an effective leader of innovation. The truth is, leading innovation takes a distinctive kind of leadership, one that unleashes and harnesses the “collective genius” of the people in the organization. Using vivid stories of individual leaders at companies like Volkswagen, Google, eBay, and Pfizer, as well as nonprofits and international government agencies, the authors show how successful leaders of innovation don’t create a vision and try to make innovation happen themselves. Rather, they create and sustain a culture where innovation is allowed to happen again and again—an environment where people are both willing and able to do the hard work that innovative problem solving requires. Collective Genius will not only inspire you; it will give you the concrete, practical guidance you need to build innovation into the fabric of your business.
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