Valuation provides up-to-date insights and practical advice on how to create, manage, and measure an organization's value. Along with all-new case studies that illustrate how valuation techniques and principles are applied in real-world situations, this comprehensive guide has been updated to reflect the events of the Internet bubble and its effect on stock markets, new developments in academic finance, changes in accounting rules (both U. S. and IFRS), and an enhanced global perspective. This edition contains the solid framework that managers at all levels, investors, and students have come to trust.

    A lively, down-to-earth narrative, it set the standard for customer service excellence and became a perennial bestseller. Building on that solid foundation, this expanded edition features five completely new chapters, as well as significant additions to the original material, based on the lessons Sewell has learned over the last ten years.Sewell focuses on the expectations and demands of contemporary consumers and employees, showing that businesses can remain committed to quality service in the fast-paced new millennium by sticking to his time-proven approach: Figure out what customers want and make sure they get it. His "Ten Commandants" provide the essential guidelines, including:- Underpromise, overdeliver: Never disappoint your customers by charging them more than they planned. Always beat your estimate or throw in an extra service free of charge.- No complaints? Something's wrong: If you never ask your customers what else they want, how are you going to give it to them?- Measure everything: Telling your employees to do their best won't work if you don't know how they can improve.

    Porter’s groundbreaking study of international competitiveness has shaped national policy in countries around the world. It has also transformed thinking and action in states, cities, companies, and even entire regions such as Central America.Based on research in ten leading trading nations, The Competitive Advantage of Nations offers the first theory of competitiveness based on the causes of the productivity with which companies compete. Porter shows how traditional comparative advantages such as natural resources and pools of labor have been superseded as sources of prosperity, and how broad macroeconomic accounts of competitiveness are insufficient. The book introduces Porter’s “diamond,” a whole new way to understand the competitive position of a nation (or other locations) in global competition that is now an integral part of international business thinking. Porter's concept of “clusters,” or groups of interconnected firms, suppliers, related industries, and institutions that arise in particular locations, has become a new way for companies and governments to think about economies, assess the competitive advantage of locations, and set public policy. Even before publication of the book, Porter’s theory had guided national reassessments in New Zealand and elsewhere. His ideas and personal involvement have shaped strategy in countries as diverse as the Netherlands, Portugal, Taiwan, Costa Rica, and India, and regions such as Massachusetts, California, and the Basque country. Hundreds of cluster initiatives have flourished throughout the world. In an era of intensifying global competition, this pathbreaking book on the new wealth of nations has become the standard by which all future work must be measured.

    It then identifies and describes the advantages of this system, which needs less of everything including time, human effort, inventories, and investment to produce products with fewer defects in smaller volumes at lower costs for fragmenting markets. The Machine That Changed the World even gave the system its name: lean.In the decade since its launch in the fall of 1990, The Machine That Changed the World has sold more than 600,000 copies in 11 languages and has introduced a whole generation of managers and engineers to lean thinking. No lean library is complete without this groundbreaking book."The fundamentals of this system are applicable to every industry across the globea[and] will have a profound effect on human society. It will truly change the world." - New York TimesPaperback / 1990 / 323 pages

    Watson Sr. and his son, Thomas J. Watson Jr., together built the international colossus that is IBM. This is their story: a riveting and revealing account of two men who loved each other--and fought each other--with a terrible fierceness.But along with the story of a father and son, this is IBM's story too. It chronicles the management insights that shaped its course and its unique corporate culture, the style that made Thomas Watson Sr. one of America's most charismatic bosses, and the daring decisions by Thomas Watson Jr. that transformed IBM into the world's largest computing company. One of the greatest business-success stories of all time, Father, Son & Co. is a moving lesson for fathers who dream for their children, as well as a testament to American ingenuity and values, told in a disarmingly frank and eloquent voice.Promising to remain an important business reference as we move into the next century, FATHER, SON & CO. takes a look at the management insight that helped to shape IBM's course and unique corporate culture.  It looks at Watson, Sr., one of America's most charismatic bosses, and Watson, Jr., who spurred IBM into the computer age.Ten years after its original publication, FATHER, SON & CO. remains a uniquely honest book. Watson's willingness to write about the loving but ferociously combative relationship he had with his father and the turbulent battles behind some of IBM's most far-reaching decisions gives readers rare insights into the realities of leadership. -->

    Provides lists of words, phrases, sentences, and paragraphs that help letter writers know what to say and how to say it when writing such letters as cover letters, fundraising letters, invitations, and refusals.

    Deming and his work. The author and Dr. Deming were friends and colleagues who worked together to be sure that readers would clearly understand the principles and philosophy developed and taught by Dr. Deming over the course of a half century. The book begins with a first-rate historical perspective and then goes on to explain the basic tenets of the Deming philosophy, including such topics as The Fourteen Points, The Deadly Diseases, The Obstacles, and the System of Profound Knowledge (updated shortly before Deming's death in 1993). Dr. Neave has powerfully communicated both the message and its importance to the business world of today

    W. Edwards Deming, a household name in Japan, became the prime catalyst behind the incredible success of Japanese industry. In fact, since 1951, the Deming Prize has been the most coveted and prestigious award among Japanese corporations, similar to the Malcolm Baldrige Award for quality in business in the United States. Today, Deming is finally becoming a household name in his own country. The lessons he has to teach American business are more urgent than ever. Just how different is the Deming Management Method? Compare just a few of the many differences in beliefs between conventional organizations and Deming organizations: Standard Company * Quality is expensive * Defects are caused by workers * Buy at lowest cost * Fear and reward are proper ways to motivate * Play one supplier off against another Deming Company * Quality leads to lower costs * Most defects are caused by the system * Buy from vendors committed to quality * Fear leads to disaster * Work with suppliers

    Equally important, the author reveals the devastating impact that an organization's psychology can have on the process of improvements. Theory of Constraints is a crucial document for understanding what it takes to achieve manufacturing breakthroughs.

    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.

    Stanley shows salespeople how to approach this enormously attractive market, open doors, appeal to the hot buttons of the affluent, and sell to extremely successful people.He provides insights into different affluent groups including:Business ownersSales professionalsWomenAsian AmericansRetired millionairesStanley also discusses how to sell both tangible products, such as luxury cars and real estate, as well as intangibles, such as financial services. Selling to the Affluent is the most authoritative and comprehensive guide available for selling products and services to the affluent market.

    It was the first such approach to bridge the gap between organization strategy and the individual. Now, in this revised and expanded new edition, Rummler and Brache reflect on the key needs of organizations faced with today's challenge of managing change. With multiple charts, checklists, hands-on tools and case studies, the authors show how they implemented their Performance Improvement methodology in over 250 successful projects with clients such as Hewlett-Packard, 3M, Shell Oil, and Citibank.

    Millions have embraced his teachings. His amazing writings have helped our Nikken businss greatly. As the leading expert in his field for 20 years, he is now also a Independant Nikken Distributor. We are proud he chose Nikken!

    In the fourth edition of Growing Pains, authors Eric Flamholtz and Yvonne Randle have thoroughly revised and updated the book to include new ideas and concepts including information about strategic planning, Sarbanes-Oxley, family businesses, and overcoming growing pains, as well as new examples and cases of companies.

    This comprehensive introduction to the concepts and techniques of operations management places importance on operations strategy early, with balanced coverage of quantitative techniques and managerial issues.

    This new edition has been significantly reorganizsed to reflect more closely the organisation of professional certification exams. Discussion follows the step-by-step decision-making process, including topics such as: establishment of management objectives, long-, medium-, and short-range planning, execution, and control. It also features increased emphasis on tactical and technological considerations.

    The Theory, as introduced by R.N. Elliott in the early 1930's, defines, quantifies and classifies the seemingly random undulations of mass psychology (market action) into visual patterns. Unfortunately, in its original form, many concepts and ideas concerning real-time application of the Elliott Wave Theory were left to the analyst to discover. After over a decade of exhaustive research, real-time trading and teaching, author Glenn Neely has greatly expanded upon and refined the concepts first discovered by R.N. Elliott to help you more accurately apply them to your trading and investments. For the first time, these concepts are presented in a logical, step-by-step fashion in the actual order they should be applied to a chart. Consequently, all guess work typically associated with the Wave Theory has been eliminated for you. If you yearn for both a greater understanding of the dynamics of price action and an ability to accurately forecast future price action, this book will help you achieve that goal like no other. It is widely regarded as the most complete explanation of Elliott Wave Theory available...and a feast for both novice and experienced Elliotticians alike.

    This collection of on-target how-to's, insights, and self-tests translates into immediate take-to-the-office results on EVERY page. Discover the secrets on servicing sales that are worth millions, add the missing ingredient--courage--to your career, learn how to love your job, take a manager's quiz that will revolutionize your style, and much, much more!From the autor of SWIM WITH THE SHARKS WIHOUT BEING EATEN ALIVE."Can Mackay do it again? The answer is a resounding yes. He joins Bob Townsend (UP THE ORGANIZATION) as master of brief, biting, and brilliant business wit and wisdom."Tom PetersA Selection of the Book-of-the-Month, Fortune and Macmillan Book Clubs

    Discusses basic skills, such as goal setting and decision making, and demonstrates the economic and emotional consequences of quitting school, using harmful substances, and becoming a teen parent. Career Choices, recently adopted by the state of Texas and 19 high schools in Duval County, Florida, is being used in more than 4,300 secondary schools and 100 job readiness programs and has sold more than 400,000 copies. Nationally acclaimed over the years by a variety of educational entities, in July 2000, the United States Department of Education awarded the Career Choices series its coveted “promising” citation as a curriculum that works along with a Best Practices citation from the U.S. Department of Labor.

    This book shows how to diagnose the organization to expose the weaknesses. Each chapter contains advice about how to reduce organizational defences to bring about improved involvement and performance.

    Structured around a traditional analysis, formulation and implementation framework, based on a mini-case approach, and supported by unrivalled supplementary resources, John Thompson's accessible text encourages students to think about strategy through the successes and failures of real companies.

    

    Drucker gives examples and explanations of mission, leadership, resources, marketing, goals, people development, decision making, and much more. Included are interviews with nine experts that address key issues in the non-profit sector.

    Now, here's a book that shows you, step by step, how to market your services--painlessly, confidently, profitably. Marketing Your Services shows you: * How to define and promote your services to the right market * How to differentiate your business from other similar businesses * How to price and package your services * How to turn qualified prospects into customers and build long-term relationships with clients This is the best book I have seen about Marketing--making your mark in a way that hits the mark. You will be provoked, persuaded, and pleased by this guidebook for painless marketing mastery. --Chip R. Bell Author, Service Wisdom Simply put, this is the most useful book on marketing for service firms I know of. It is also the best written. Read it. --Clay Carr Author, Front-Line Customer Service An excellent guide to the marketing maze for any small business that wants to get a firm handle on just what service they provide, and learn how to enjoy making money doing it. --Martin T. Cannon Director, Paper Product Development The Procter & Gamble Company

    Whether you want to be better at selling or socializing ... managing or motivating ... producing or parenting ... winning or wooing, this book has the answers.

    

    Obviously he can teach them a lot. More than 25,000 copies sold! First to owners and managers then reordered for the staff. Feargal lists the basics for successful service including Listening, The Boomerang Principle and People Power. Read how focus groups are only one of eight listening channels, why you should abolish your head office, the power of the smile and much more.

    Using examples, quotations, and stories, Walton describes the method as it is used by companies and organizations from throughout the business spectrum - large and small, from service industries to manufacturiong to local government agencies.

    350 illustrations.

    The powerful resources are already inside us, it's just a matter of unlocking them and using them effectively--and this #1 people-proven success plan tells readers just how to do that.

    The complete guide to biblical principles for businessmen and women.

    John Heron′s writing is clear and his depth of counselling experience is evident. He tackles the immense and difficult issues of responsibility and power within a helping relationship with great sensitivity and insight′- Clinical Psychology Forum `Those who claim to have counselling among their skills should read this book and reflect on their own practice. This would in itself be a growth experience for many′- British Journal of Psychiatry `The author rewards one with a wealth of interventions which are, as the subtitle suggests, very creative but also very practical′- Nursing Times H

    (c)Kaoru Ishikawa 1989, published by JUSE Press Ltd. Softcover reprint of the hardcover 1st edition 1989 Distributed outside Japan and North America by: CHAPMAN & HALL 2 -6 Boundary Row, London SEl 8HN, UK. ISBN-13: 978-94-011-7690-3 e-ISBN-13: 978-94-011-7688-0 DOl: 10. 1007/978-94-011-7688-0 All rights reserved. No part of this book may be reproduced in any form or by any means, without permission in writing from the publisher. First Printing . . . . . October 1990 Translated by J. H. Loftus Contents Preface XVII Acknowledgment XIX CHAPTER 1 WHAT IS QUALITY CONTROL? 1 1. 1 What is Quality Control? 1 1. 1. 1 The Definition of Quality Control 1. 1. 2 Some Misunderstandings about Quality Control and Total Quality Control 1. 1. 3 The Benefits of Companywide Quality Control 1. 2 The History and Current Status of Quality Control 7 1. 3 Advances in Quality Assurance 13 1. 4 What is Quality? 15 1. 4. 1 Quality to Satisfy the Consumer 1. 4. 2 True Quality Characteristics and Substitute Characteristics; Product Research 1. 4. 3 Quality Analysis and Product Research 1. 4. 4 Clarifying Definitions Concerning Quality 1. 4. 5 What are Good Quality and Good Products? 1. 5 What is Control? 36 1. 5. 1 The Old-Fashioned Approach to Control 1. 5. 2 Control Methods and Philosophy 1. 5. 3 Action for Recurrence Prevention ("Permanent Fix") 1.

    A step-by-step plan even the busiest owner can master leads straight to ultimate success: reaping top dollar when you sell or transfer your business. Real life case studies and progressive checklists show you how to:- Create and preserve value within your business using tools you already have.- Transfer ownership and value as profitably as possible no matter who you plan to sell to.- Integrate personal, financial and estate planning goals with the goals of the business to maximize profit and minimize tax liability.

    

    

    A rare and innovative work, it will enable you to manage brilliantly and profitably during the day ... and sleep well at night. In business, it is no longer necessary to sacrifice integrity and peace of mind in favor of profits. Successful Fortune 500 executive James A. Autry effectively explodes the myth that "nice guys finish last" in what is perhaps the most practical, honest and humane management book ever written -- an indispensable handbook that explores every aspect of the fine art of creative and caring leadership.

    Everyone has a customer -- the next department, office, shop, or person -- at the hundreds of pioneering companies Schonberger has studied throughout the world.Schonberger demonstrates the universality of customer wants: Both the next and final customers want ever better quality, quicker response, greater flexibility, and lower cost. This condition provides a common strategy and calls for common methods to be used across the organization. Every employee is a data gatherer and analyst, unearthing more and better ways to provide for these customers' wants -- before the competition does so.As the new thinking and methods permeate every comer of the firm, they topple departmental walls and adjust gang-like mind-sets and "them-versus-us" attitudes. Performance is no longer measured by internal costs but by improvement as seen by the next customer; direct control of causes generally replaces after-the-fact control of costs. Design is brought out of isolation. Finally, with the rest of the firm reoriented toward customer service, marketing escapes from a "negative" mode -- covering up for failures -- to a positive one -- crowing about the firm's competence and ability to improve.With the close attention to detail for which he has become famous, Schonberger constructs a blueprint for unifying corporate functions, brilliantly describing the new microcosms that will make up the company of the 1990s -- focused teams of multi-skilled, involved employees arranged according to the way the work flows or the service is provided -- that compose the chain of customers. Aetna, for example, is organizing customer-focused teams that cut across underwriting and the administrative functions. At Hewlett-Packard, teams of marketing, manufacturing, and R&D people have already gone through several iterations of "activity-based costing", which provides product designers with previously unavailable data for shaving costs throughout product life cycles. And at Du Pont, even production people on the factory floor are involved in assessing competitors' product quality and probable costs and methods. Through these and hundreds of other real company examples, Schonberger shows how the customer-driven chain of action leads directly to the kinds of bottom-line performance that have been so elusive to executives who manage at a distance "by the numbers" -- namely, higher profits, greater security, and gains in market share at the expense of the laggard competion.

    It reflects the latest information (in 2001), including the impact of global competition and rapid technological advances, that have accelerated trends such as shared service centres, outsourcing and just-in-time training. A number of actual company examples demonstrates how concepts are being used in several leading-edge organizations.

    This bestselling book includes complete instructions for obtaining federal 501(c)(3) tax exemption and for qualifying for public charity status with the IRS. It will help you: complete an IRS tax-exemption applicationprepare articles of incorporationwrite the bylaws of your nonprofitfill in minutes of the organizational meetingunderstand your state's specific nonprofit requirements The 9th edition is completely updated to provide the latest federal and state rules, including brand new requirements for filling out Form 1023 and other essential IRS documents. Plus, all the forms you need can be found both as tear-outs and on the CD-ROM. What are you waiting for? Incorporate your nonprofit and pursue your worthy cause

    It takes the reader through accounting and financial techniques, concepts and terms in an easy-to-follow, approachable style. Up to date with the latest changes in taxation law, it introduces concepts in a way intended to aid non-financial students as well as managers from organizations of all sizes. The book is organized into three main sections: Annual accounts, Management accounting and Financial management. Throughout the book there are suggestions for further reading and questions to test the reader's understanding of each chapter. Accounting for Non-Accountants is already widely used as an introductory text for business and management students on a variety of courses, and it remains essential reading for anyone wishing to truly understand accounting principles and practice.

    It covers the biomechanics and biochemistry of running and goal-setting for competitive runners.

    

    businesses now in the service industry, it is crucial that American companies begin facing up to the different demands of their customers. This innovative book spells out the new technology of customer-driven management and includes a 12-step strategy to insure that a company gets in tune with what its customers want. "A great blueprint for any business interested in customer value and loyalty".--J.W. Marriott, Jr., Chairman, Marriott Corporation.

    From the earliest print ads for Ivory soap, Quaker oats and Kodak cameras, to today's ads for Polaroid and Jordache jeans, Advertising in America: the first 200 years presents an illustrated history of print advertising.

    Drawing on their extensive experience teaching abroad, the authors introduce international issues in the first chapter and provide ongoing discussion throughout the text. Instructors can discuss and revisit strategic HRM, ethics, utility (cost/benefit analysis), plus productivity and quality at any point.

    These well-known methods have been collected from consulting coprations and analysts and are presented step by step. Charts, diagrams and index.

    Now he shares his business expertise with more than 100 tactics, techniques and strategies for winning.

    A major revision of a classic text is now under the stewardship of the team of instructors who teach the course to first-year students at the Wharton School of Business; includes over 100 real-world and current cases/examples, using actual companies, as well as six new or thoroughly revised chapters, focused on the cutting-edge topics in Economics and Business today.

    It is now being printed on demand by the publisher. While this process keeps information readily available, the print quality of these books is generally that of a copier and not of a normal book. This is a copy of the original book. Based on the method used successfully at Digital Equipment Corporation, this volume details the time-phased approach to software development for project managers working with mini- or microcomputers. Features: Focuses on planning and control. Covers practical skills such as software estimating; a quantitative approach to risk assessment, and contingency planning; and important development tools such as prototyping, Fourth Generation Languages, and SQL. Explains the personal aspects of managing a project - including staffing, delegation, motivation, organization, and communication. Contains an integrated case study - complete with examples of each project document.

    The story of a pioneering approach to organizational revitalization.

    Routledge is an imprint of Taylor & Francis, an informa company.

    Major revisions have been made to this fourth edition while preserving the central objective of the book, which is to explain the relevant principles and the relationships between public expenditure, taxation and the behaviour of economic agents such as individuals, households and firms. A thoroughly revised edition of the standard UK text in the area All statistics bought up to date A wealth of new material, particularly on taxation

    

    Highly recommended by the Professional Association of Innkeepers International, it presents the facts from the insiders on how to start, operate, and promote a successful establishment. Now completely revised and updated, So - You Want to Be an Innkeeper also includes new information on cottages, luxury properties, and spa services - a reflection of recent trends in innkeeping. Charts and worksheets for financial planning, property evaluation, and cash flow projection keep potential innkeepers' feet planted firmly on the ground. For anyone who has ever dreamed of opening their own cozy little B&B, here is the inn-side scoop from those who've been there.

    But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides brilliant theoretical insight into customer expectations and service delivery.

    Paperback