There was atime when this revered organization ranked among the lowest in the country in this area. Within ten years, however, it had climbed to among the highest and has emerged as the thought leader in the space.How did Cleveland Clinic turn itself around so effectively and so quickly?More important, how can you do the same with your organization?In gripping, visceral, on-the ground fashion, Service Fanatics reveals the strategies and tactics the Clinic applied to become one of today's leading patient-experience healthcare organizations--methods that seamlessly translate to any business seeking to improveits customer experience. This strategic guide covers:How the Clinic's leaders redefined the concept of patient experience and developed a strategy to improve itCritical lessons learned regarding organization, recruitment, training, and measuring service excellenceWays in which the Clinic aligned its entire workforce around its Patients First strategyHow leaders improved the critical element of physician communicationRather than view patients simply as sick people who need treatment, Cleveland Clinic sees them also as important stakeholders in the organization's success. Patients are customers--who desire, pay for, and deserve the best possible care and experience during what is often a challenging time in their lives.Featuring customer service case studies, as well as invaluable insight from C-level executives at top corporations in various industries, Service Fanatics provides actionable lessons for any manager and business leader beyond healthcare.Whether you run a healthcare institution, nonprofit, or for-profit business, Service Fanatics will help you create the kind of customer experience that promises to transform your organization into an industry powerhouse.

    Now it's a game for grown-ups. What really sets you apart is the relationships you build with people of influence. These people can include your peers, your employees, your organization's directors, reporters, vendors, and regulators-as well as the people directly above you in the organizational hierarchy.In senior management, you no longer answer to just one boss. There is now a hazy matrix of hundreds of bosses both inside and outside the office, any one of whom can stop you cold or give you a tremendous push forward. "Executive Warfare" offers concrete advice for handling all of them, including YOUR PEERS: They are the most valuable of allies or the most dangerous of enemies THE CEO: Her office is often where the real fairy dust is kept. Make sure you have a good relationship here THE BOARD OF DIRECTORS: They won't judge you fairly if all they see of you is your PowerPoints YOUR DIRECT REPORTS: They are your vital organs, so treat them accordingly. And if you find a blood clot among them-excise that person before he kills you YOUR RIVALS: It's not always wise to shoot at them, but if you do, do "not" shoot to woundIn his bestsellers "Brand Warfare" and "Career Warfare," author David D'Alessandro offered sharp advice for building a brand and building a career. Now "Executive Warfare" is the advanced class for the truly ambitious. Learn what it takes to rise to the top-and to do the even harder thing, which is survive there.

    The vision has to be inspiring and meaningful. Our finances have to be in order. But without people, we have nothing. With people, we have something even bigger than coffee.” During his many years as a senior executive at Starbucks, Howard Behar helped establish the Starbucks culture, which stresses the importance of people over profits. He coached hundreds of leaders at every level and helped the company grow into a world- renowned brand. Now he reveals the ten principles that guided his leadership—and not one of them is about coffee. Behar starts with the idea that if you regard employees and customers as human beings, everything else will take care of itself. If you think of your staff as people (not labor costs) they will achieve results beyond what is thought possible. And if you think of your customers as people you serve (not sources of revenue) you’ll make a deep connection with them, and they’ll come back over and over. This approach has been integral to Starbucks from the start, and remains so today. Behar shares inside stories of turning points in the company’s history as it fought to hang on to this culture while growing exponentially. He discusses the importance of building trust, facing challenges, daring to dream, and other key principles, such as: • Know Who You Are: Wear One Hat When organizations are clear about their values, purpose, and goals, they find the energy and passion to do great things. • Think Independently: The Person Who Sweeps the Floor Should Choose the Broom We need to get rid of rules—real and imagined—and encourage the independent thinking of others and ourselves. • Be Accountable: Only the Truth Sounds Like the Truth No secrets, no lies of omission, no hedging and dodging. Take responsibility and say what needs to be said, with care and respect. • Take Action: Think Like a Person of Action and Act Like a Person of Thought Find the sweet spot of passion, purpose, and persistence. “It’s all about the people” isn’t an idea, it’s an action. Feel, do, think. Find the balance, but act. Behar believes that as work becomes less hierarchical and as the world economy becomes more and more about relationships and connecting, the principles of personal leadership are more important than ever. This book will show you the way.

    But they're unsure of how to sort through it and use it to make smart decisions. The result? They're struggling with profit-sapping supply chain problems including stock-outs, overstock, and discounting.It doesn't have to be that way. In The New Science of Retailing, supply chain experts Marshall Fisher and Ananth Raman explain how to use analytics to better manage your inventory for faster turns, fewer discounted offerings, and fatter profit margins.Featuring case studies of retailing exemplars from around the world, this practical new book shows you how to:· Mine your sales data to identify "homerun" products you're missing· Reinvent your forecasting and pricing strategies· Build end-to-end agility into your supply chain· Establish incentives that align your supply chain partners behind shared objectives· Extract maximum value from technologies such as point-of-sale scanners and customer loyalty cardsHighly readable and compelling, The New Science of Retailing is your playbook for turning all that data into a wellspring for new profits and unprecedented efficiency.

    The most successful products in the marketplace are those that know their strengths and have branded and marketed those strengths to form a passionate emotional connection with loyal users and relationships with new users every step of the way. In CONTEMPORARY MARKETING, 13e, students will find a text that includes everything they need to know in order to begin a marketing career, as well as things that will help them understand how to look at their own studies and their own careers as a marketing adventure. All the components of the marketing mix are included along with a lot of other compelling and thought-provoking ideas and concepts. Since its first edition, CONTEMPORARY MARKETING continues to showcase the foundations of marketing principles while featuring the newest trends and research in the discipline.

    This is a must-have marketing reference.

    Sears distils over 20 years’ experience as a management consultant and coach into six simple conversational structures that cover every management situation. A natural storyteller with a great narrative gift, Sears delivers his message in an entirely unique manner – as a work of business fiction. In this compelling and highly instructive tale you can follow the journey of newly promoted Operations Manager Sam Mitchell as he faces the everyday pressures and challenges of managing a team, and then relate his experiences to real life scenarios in your workplace. Conversation #1 – What can you do about that? Conversation #2 – Who should really own this? Conversation #3 – How should we be behaving? Conversation #4 – Who’s really doing this? Conversation #5 – Where are we heading? Conversation #6 – How are we doing?   This highly practical guide concludes with a simple how-to chapter, explaining why and how each conversation works, and when to use them, as well as providing accompanying tips and techniques. The Six Conversations of a Brilliant Manager is an instantly-applicable and hugely powerful toolkit for every manager and HR department looking to get the very best out of their people.

    A potpourri of musings assembled with a hint of practical spirituality, to be savoured passably as an oracle of hearts to the many answers, whose questions our minds are yet to comprehend. Ivory Gleam is split into three chapters of learning, longing and loving. Each chapter is a journey traversing a different road to the ultimate destination of self-reflection.

    Daysearlier, while traversing the Straits of Sicily the crew had discovered a crack in one ofthe nuclear reactor pipes, requiring the immediate shutting down of the reactor toprevent a potential reactor accident, an operation never before conducted on a Britishsubmarine at sea.Th e previous six days had been a difficult time for the crew of the submarine. Initialindications of a nuclear reactor defect had quickly escalated into a full scale potential nuclearreactor accident at sea, requiring decisive action by the crew to make the reactor safe, toidentify the defect and attempt to repair the reactor, and then to surface the submarine andto sail her safely back to the nearest safe harbor using emergency propulsion machinerydesigned for very limited use. The resulting lack of electrical power resulted in the crewhaving to sacrifice lighting, air-conditioning, bathing facilities and even hot food until theirreturn to harbor, and to suffer in the excessively hot interior of the boat. Throughout,there remained the fear of exposure to deadly radiation and the uncertainty that the reactormight still be one step away from a major accident.For one man onboard, this episode formed the culmination of a 25 year navalengineering career almost fated for this moment. Charge Chief Stephen Bridgman,the senior nuclear propulsion technician, had needed all of his engineering knowledgeand experience in the identification and eventual repair of the submarine reactor,subsequently being awarded an MBE together with a colleague for his services to navalengineering for his actions.This book provides an insight into a remarkable naval career starting as a 16 year oldStoker on the final proper British aircraft carrier HMS Ark Royal in 1977, throughthe Falklands War, being selected for naval technician training and submarine service,submarine training, submarine patrols in the supposed post cold-war period, theKosovo conflict, progression through the ranks, submarine refi t and refueling throughto the nuclear reactor accident onboard HMS Tireless.While there are countless accounts of naval life during wartime, this book tells theunique story of life as a British naval rating in the modern era, starting from the lowestlevel at a time of decline for the Royal Navy in the late 1970s, and paralleling the majorpolitical and military events of the 1980s and 1990s.

    Originally published in 1960, this compact book tells the true story of a German soldier: from his early childhood during the First World War, through to his harrowing experiences on the frontline during the Word War II, culminating in his capture by the Red Army on 20 December 1942…An astonishing first-hand account.

    

    Life was a despairing time in the 1950s, as Veronica sought desperately to keep away from his cruelty. Astonishingly, to her and her mother, she won a scholarship to Ackworth Boarding School where she began to shine above her class-mates. A champion in all sports, Veronica at last found some happiness until her brother-in-law came into her life. It was as if she had stepped from the frying pan into the re: he took over control of her life removing her from the school she adored, two terms before she was due to take her GCEs, so he could put her to work as a cheap option on his market stall. Abused for many years by these two men, Veronica eventually ran away and applied to the Prison Service, knowing it was the only safe place she could trust. This is the astonishing, and true story of Veronica Bird who rose to become a Governor of Armley prison. Given a ‘basket case’ in another prison, contrary to all expectations, she turned it around within a year, to become an example for others to match. During her life inside, her ‘bird’, she met many Home Secretaries, was honoured by the Queen and was asked to help improve conditions in Russian Prisons. A deeply poignant story of eventual triumph against a staggeringly high series of setbacks, her story is filled with humour and compassion for those inside.

    Every officer should read and reread this text, to understand it, and to take its message to heart. Warfighting has stimulated discussion and debate from classrooms to wardooms, training areas to combat zones. The philosophy contained in this publication has influenced our approach to every task we have undertaken.

    Discover the mindsets of the best, install the rituals of the icons, run the habits of the heroes and massive improvements will be yours for the taking. In The Little Black Book of stunning success, Robin Sharma - one of the true masters of leadership + elite performance on the planet - shares the potent insights that have helped so many people just like you do legendary work, live remarkable lives and lift everyone around them in the process. If you're truly ready to live your dreams, this book is your fuel. Dream. Dare. Lead. Learn. Craft. Create. Produce. Perfect. Iterate. Optimize. Inspire. Impact. Win. Repeat. Push. Rest. Love. Live.

    Written by highly respected experts and prestigious scholars, Hitt/Ireland/Hoskisson's STRATEGIC MANAGEMENT: COMPETITIVENESS AND GLOBALIZATION, CONCEPTS AND CASES, 10E provides an intellectually rich, yet thoroughly practical analysis of strategic management today. This unique text is the only one to integrate the classic industrial organization model with a resource-based view of the firm to give readers a complete understanding of how today's businesses use strategic management to establish a sustained competitive advantage. The authors present cutting-edge research and strategic management trends within a strong global focus, using memorable examples from more than 600 companies. A wealth of learning features and selection of 30 all-new compelling cases prepare your students to face the broad range of critical issues confronting contemporary managers. Engaging video cases, CengageNOW online teaching tools, and a complete electronic business library keeps study current and relevant.