From Berry's exacting study of fourteen mature, highly successful, labor-intensive companies comes an astonishing revelation: the single most important factor in building a lasting service business is not a matter of savvy business practice, but of humane values. In all fourteen award-winning companies -- Bergstrom Hotels, The Charles Schwab Corporation, Chick-fil-A, The Container Store, Custom Research Inc., Dana Commercial Credit, Dial-A-Mattress, Enterprise Rent-A-Car, Midwest Express Airlines, Miller SQA, Special Expeditions, St. Paul Saints, USAA, and Ukrop's Super Markets -- values-driven leadership connects with strategic focus, executional excellence, control of destiny, trust-based relationships, generosity, investment in employee success, acting small, and brand cultivation to drive customer satisfaction, innovation, and growth. Dedicating a chapter to each of these nine drivers, this book is the most far-reaching and insightful vision ever presented of the principles and step-by-step actions that continuously bring success to life in a company. Berry's comprehensive model reveals the soul that underlies the strategies and day-to-day operations of great service companies, guiding the thousands of daily decisions of individual employees. Clear, compelling, pathbreaking, Discovering the Soul of Service is essential reading for managers everywhere.

    It seems so basic. Why is it so hard to actually get right? According to innovation expert Phil McKinney, the real problem is that we're teaching people to ask the wrong questions about their businesses--or none at all. There has to be a better way. In Beyond the Obvious, McKinney will help you use his proven FIRE (Focus, Ideation, Rank, Execution) Method to dig deeper and get back to asking the right questions--the ones all companies must ask to survive. Full of real-world examples, this book will change the way you operate, innovate, and create, and it all begins with battle-tested questions Phil has gathered on note cards throughout his career. Shared for the first time here, these "Killer Questions" include:What are the rules and assumptions my industry operates under? What if the opposite were true?What will be the buying criteria used by my customer in 5 years?What are my unshakable beliefs about what my customers want?Who uses my product in ways I never anticipated? These questions will reframe the way you see your products, your customers, and the way the two interact. Whether you're a company of thousands or a lean startup, Beyond the Obvious will give you the skills and easy-to-follow plan you need to make both the revolutionary changes and nuanced tweaks required for success. Praise for Beyond the Obvious "Human beings are creatures of habit, so getting ourselves and our teams to think beyond the obvious is a challenge we face all the time. Phil McKinney is an innovation expert, and his killer questions and hit-the-spot anecdotes provide a great way to get out in front of opportunities we otherwise won't see." -- Geoffrey Moore, author of Crossing the Chasm and Escape Velocity "I've always believed that asking the right questions is the essence of design. Phil McKinney proves that point with this wonderful set of killer questions that will jumpstart-or greatly enhance- your innovation efforts." -- B. Joseph Pine II, co-author, The Experience Economy & Infinite Possibility. "Product Innovation is a prerequisite to building great brands. Phil's questions are a prerequisite to building innovative products." -- Satjiv S. Chahil, former global marketing chief, Apple"

    Hartmut explains innovation through the lens of design, and it's about time we gained his valuable perspective." --Guy Kawasaki, former chief evangelist, Apple and co-founder of Alltop.com"At Flextronics, we fell in love with Hartmut and frog, and their passion for bringing crazy great designs and design processes into the forefront of great product companies. We used their expertise to help our customers, many of the greatest product companies in the world, including Apple, HP, Cisco, Microsoft and others. It is a credit to Hartmut that in the midst of a shocking global recession, frog still sets quarterly revenue records. Theirs is a unique and fascinating story." --Michael Marks, partner, Riverwood Capital LLC and former CEO, Flextronics"Hartmut's new approach to design is felt in every room in every house in every country and in every business around the world. He proved that thoughtful design is not only good for people but is good for business--and that both are interlinked. I have been fortunate to have observed first hand his impact at Sony, Apple, and HP?and have learned so much from him. He is an unsung hero of our times! A Fine Line is a must-read for designers and business people alike." --Satjiv Chahil, senior vice president, Hewlett-Packard"A fascinating, breathtaking, and exemplary insight into a success story that never had so much topicality, and so much informative potential as just now. Esslinger offers an honest and encouraging portrait of the incredible power of the business and design alliance. A Fine Line is a handbook of design expertise and the art of business at its best, showing a variety of radical solutions and fresh new ideas." --Professor Dr Peter Zec, president, ICSID and founder, red dot awards

    Peter Hinssen's most recent book

    Eight years (and 30,000 copies) after publication Scenarios is still acknowledged as the definitive work in the field. Now, Kees van der Heijden brings his bestseller up to date, following up on his original case studies and adding significant new material. The Second Edition changes focus slightly by providing more in-depth analysis and application of the concept of the 'strategic conversation'. While maintaining the underlying rigour of the first edition, van der Heijden revisits the text to make it far more practical and accessible, and in doing so gives you the tools you need to set out and negotiate a successful future course for your organization in the face of significant uncertainty.

    For nearly twenty years his infamous fund--Tiger Management--was the talk of the town, routinely delivering double-digit performance. This biography will explore this legendary fund manager's role in the development and popularity of hedge funds, examine his investment methodology and strategy, and look at the growth of his fund and his 'Tigers'--individuals who have gone on to great success themselves. * Includes candid interviews of Robertson, his colleagues, and his peers * Uncovers the trading strategies and investment style of a legendary fund manager * Offers a rare glimpse inside the personal world of Julian Robertson READERSHIP: Those with any interest in or knowledge of hedge funds, business readers, investment professionals. Daniel A. Strachman is Managing Director of Answers Company, a New York-based money management firm that offers investment management services to individuals and institutions. He has contributed many articles on investment management and strategies to publications including the New York Post and the Financial Times and is also the author of Getting Started in Hedge Funds (Wiley 2000). Also available by Daniel Strachman, Getting Started in Hedge Funds, 0471316962 Paper. EAN - 9780471323631 Carton Quantity - 41

    We have learned little from the cataclysms of September 11 and Hurricane Katrina. When it comes to catastrophe, America is living on borrowed time-and squandering it. In this new book, leading security expert Stephen Flynn issues a call to action, demanding that we wake up and prepare immediately for a safer future. The truth is acts of terror cannot always be prevented, and nature continues to show its fury in frighteningly unpredictable ways. Resiliency, argues Flynn, must now become our national motto. With chilling frankness and clarity, Flynn paints an all too real scenario of the threats we face within our own borders. A terrorist attack on a tanker carrying liquefied natural gas into Boston Harbor could kill thousands and leave millions more of New Englanders without power or heat. The destruction of a ship with a cargo of oil in Long Beach, California, could bring the West Coast economy to its knees and endanger the surrounding population. But even these all-too-plausible terrorist scenarios pale in comparison to the potential destruction wrought by a major earthquake or hurricane. Our growing exposure to man-made and natural perils is largely rooted in our own negligence, as we take for granted the infrastructure handed down to us by earlier generations. Once the envy of the world, this infrastructure is now crumbling. After decades of neglect, our public health system leaves us at the mercy of microbes that could kill millions in the next flu pandemic. Flash flooding could wipe out a fifty-year-old dam north of Phoenix, placing thousands of homes and lives at risk. The next San Francisco earthquake could destroy century-old levees, contaminating the freshwater supply that most of California relies on for survival. It doesn't have to be this way. "The Edge of Disaster "tells us what we can do about it, as individuals and as a society. We can-and, Flynn argues, we must-construct a more resilient nation. With the wounds of recent national tragedies still unhealed, the time to act is now. Flynn argues that by tackling head-on, eyes open the perils that lie before us, we can remain true to our most important and endearing national trait: our sense of optimism about the future and our conviction that we can change it for the better for ourselves-and our children. "Steve Flynn offers the answer not only to protecting America from terrorist attacks and natural disaster but also to revitalizing our democracy. This book is a must-read for all members of Congress, 2008 presidential candidates, and ordinary citizens who want to build a better and safer future."-Anne-Marie Slaughter, dean, Woodrow Wilson School of Public and International Affairs, Princeton University Advance praise for "The Edge of Disaster" "Steve Flynn has done it again. Like America the Vulnerable before it, "The Edge of Disaster" is the must-read book for every American, elected official, and presidential candidate who is committed to ensuring that our nation continue to thrive in perilous times."-Mark Warner, former governor of Virginia "Since 9/11, protecting our nation against a terrorist attack has consumed policy makers in Washington. What Stephen Flynn points out in The Edge of Disaster is that much of this effort has been directed overseas, often at the expense of our homeland and its much more likely areas of vulnerability. Laying out a series of potential disasters both manmade and natural, Flynn calls for a greater emphasis on preparedness and the ability of communities and the nation to recover. Painting an often frustrating and infuriating picture of missed opportunities, "The Edge of Disaster "is a call to action. The time to act is now. We can only hope that policy makers are listening." -Christine Todd Whitman, former governor of New Jersey and former administrator, Environmental Protection Agency (2001-03) "Steve Flynn's book makes the very persuasive argument that national security preparedness is linked to natural disaster preparedness. By investing significantly in our critical infrastructure, in citizen preparedness, and most importantly in leadership, we can be better prepared for all hazards. A great book that I highly recommend." -James Lee Witt, former director, Federal Emergency Management Agency "Steve Flynn has become a relentless contributor to the dialogue on prioritizing the work of the post-9/11 security environment. "The Edge of Disaster" calls into question the neglect of domestic preparedness in favor of the Department of Defense-driven offensive in the global war on terrorism. The book offers provocative challenges to both our elected and our private-sector leaders, and both should read it thoroughly." -Admiral James M. Loy, former commandant, U.S. Coast Guard, and former deputy secretary of homeland security

    This eye-opening book shows business leaders at all levels how to examine their choices by leading them systematically through these fundamental questions:* Should we restructure to meet our strategic goals?* What are the best structural options to achieve our success?* What lateral processes are necessary to support the new structure?* How do we staff the restructured organization to optimize results?Based on Galbraith's world-renowned approach, this guide includes examples and worksheets that pilot readers through the essential steps of organizational design.

    Starting in the early 1980s the top one percent (1%) broke away from the rest of us to become the most unstable force in the economy. An elite that had once been the flat line on the American income charts - models of financial propriety - suddenly set off on a wild ride of economic binges.              Not only do they control more than a third of the country’s wealth, their increasing vulnerability to the booms and busts of the stock market wreak havoc on our consumer economy, financial markets, communities, employment opportunities, and government finances.        Robert Frank’s insightful analysis provides the disturbing big picture of high-beta wealth. His vivid storytelling brings you inside the mortgaged mansions, blown-up balance sheets, repossessed Bentleys and Gulfstreams, and wrecked lives and relationships: • How one couple frittered away a fortune trying to build America’s biggest house —90,000 square feet with 23 full bathrooms, a 6,000 square foot master suite with a bed on a rotating platform—only to be forced to put it on the market because “we really need the money”.    • Repo men who are now the scavengers of the wealthy, picking up private jets, helicopters, yachts and racehorses – the shiny remains of a decade of conspicuous consumption financed with debt, asset bubbles, “liquidity events,” and soaring stock prices.  • How “big money ruins everything” for communities such as Aspen, Colorado whose over-reliance on the rich created a stratified social scene of velvet ropes and A-lists and crises in employment opportunities, housing, and tax revenues.  • Why California’s worst budget crisis in history is due in large part to reliance on the volatile incomes of the state’s tech tycoons.  • The bitter divorce of a couple who just a few years ago made the Forbes 400 list of the richest people, the firing of their enormous household staff of 110, and how one former spouse learned  the marvels of shopping at Marshalls,  filling your own gas tank, and flying commercial.  Robert Frank’s stories and analysis brilliantly show that the emergence of the high-beta rich is not just a high-class problem for the rich. High-beta wealth has national consequences: America’s dependence on the rich + great volatility among the rich = a more volatile America.   Cycles of wealth are now much faster and more extreme. The rich are a new “Potemkin Plutocracy” and the important lessons and consequences are brought to light of day in this engrossing book.  high-beta rich (hi be’ta rich) 1. a newly discovered personality type of the America upper class prone to wild swings in wealth. 2. the winners (and occasional losers) in an economy that creates wealth from financial markets, asset bubbles and deals. 3. derived from the Wall Street term “high-beta,” meaning highly volatile or prone to booms and busts. 4. an elite that’s capable of wreaking havoc on communities, jobs, government finances, and the consumer economy. 5. a new Potemkin plutocracy that hides a mountain of debt behind the image of success, and is one crisis away from losing their mansions, private jets and yachts.From the Hardcover edition.

    When it collapsed in February 2014, lawyers across Canada and the business community were stunned. What went wrong? Why did so many lawyers run for the exit? How did it implode? What is it that holds professional partnerships together?This is the story of the rise and fall of a great company by the ultimate insider, Norman Bacal, who served as managing partner until a year before the firm's demise. Breakdown takes readers into the boardroom offices during the heady growth of a legal empire built from the ground up over 40 years. We see how after a change of leadership tensions erupted between the Toronto and Montreal offices, and between the hard-driving lawyers themselves. It is a story about the extraordinary fragility of the legal partnership, but it's also a classic business story, a cautionary tale of the perils of ignoring a firm's culture and vision.Normal0falsefalsefalseEN-USJAX-NONE<!--StartFragment--><!--EndFragment--><!--EndFragment-->

    Stalwart brands are losing market share to upstarts that capture our collective consciousness. Trillions of dollars are at stake.   Brands know a new approach is needed. But most don’t realize the strategic underpinnings need to change. Great brands are no longer built through interruptive advertisements.   Friction  argues that brands don't simply need clever messages or new, shiny technologies. They need a fundamental change in strategy. Friction provides a system for embracing transparency, engaging audiences, creating evangelists, and unleashing unprecedented growth.   The authors of  Friction  have worked on some of the industry's most innovative assignments for the world’s most successful brands. This groundbreaking book reveals how corporations can divorce themselves from legacy business models to create a passion brand. A brand that breaks its addiction to traditional advertising. A brand that empowers its customers. A brand that dominates the competition.

    Finely focused on how-to and why throughout, it provides specific tactical guidelines for planning, building, measuring, and managing brand equity. It includes numerous examples on virtually every topic and over 75 Branding Briefs that identify successful and unsuccessful brands and explain why they have been so. Case studies will familiarize readers with the real-life stories of Levi' s Dockers, Intel Corporation, Nivea, Nike, and Starbucks. For industry professionals from brand managers to chief marketing officers.

    The value chain. Five forces. Industry structure. Differentiation. Relative cost. If you want to understand how companies achieve and sustain competitive success, Michael Porter’s frameworks are the foundation. But while everyone in business may know Porter’s name, many managers misunderstand and misuse his concepts.Understanding Michael Porter sets the record straight, providing the first concise, accessible summary of Porter’s revolutionary thinking. Written with Porter’s full cooperation by Joan Magretta, his former editor at Harvard Business Review, this new book delivers fresh, clear examples to illustrate and update Porter’s ideas.Magretta uses her wide business experience to translate Porter’s powerful insights into practice and to correct the most common misconceptions about them—for instance, that competition is about being unique, not being the best; that it is a contest over profits, not a battle between rivals; that strategy is about choosing to make some customers unhappy, not being all things to all customers.An added feature is an original Q&A with Porter himself, which includes answers to managers’ FAQs.Eminently readable, this book will enable every manager in your organization to grasp Porter’s ideas—and swiftly deploy them to drive your company’s success.

    This means channeling resources into the right efforts, striking a balance between innovation and control, and getting everyone pulling in the same direction.How to accomplish all this? Continually ask the right questions, advises Harvard Business School professor Robert Simons. By posing these provocative questions, you identify critical gaps in your strategy execution processes, focus on the most important choices you must make, and understand what's at stake in each one.In this concise guide, Simons presents the seven key questions you and your team must regularly explore together:·Who is your primary customer? Have you organized your company to deliver maximum value to that customer?·How do your core values prioritize shareholders, employees, and customers? Is everyone in your company committed to those values?·What critical performance variables are you tracking? How are you creating accountability for performance on those variables?·What strategic boundaries have you set? Does everyone know what actions are off-limits?·How are you generating creative tension? Is that tension catalyzing innovation across units?·How committed are your employees to helping each other? Are they sharing responsibility for your company’s success?·What strategic uncertainties keep you awake at night? How are you riveting everyone's attention on those uncertainties?These questions force you to reexamine the unspoken assumptions underlying your strategy and analyze how it's implemented through your business processes and structures. Simons' extensive examples then help you understand your options and make the tough choices needed for your company to excel at execution.Drawing on decades of research into performance management systems and organization design, Seven Strategy Questions is a no-nonsense, must-read resource for all leaders in your organization.

    We also know why we should be doing it and (often) how to do it. Figuring all that out is not too difficult. What is very hard is actually doing what you know to be good for you in the long-run, in spite of short-run temptations. The same is true for organizations. What is noteworthy is how similar (if not identical) most firms' strategies really are: provide outstanding client service, act like team players, provide a good place to work, invest in your future. No sensible firm (or person) would enunciate a strategy that advocated anything else. However, just because something is obvious does not make it easy. Real strategy lies not in figuring out what to do, but in devising ways to ensure that, compared to others, we actually do more of what everybody knows they should do. This simple insight, if accepted, has profound implications forHow organizations should think about strategy How they should think about clients, marketing and selling and How they should think about management. In 18 chapters, Maister explores the fat smoker syndrome and how individuals, managers and organizations can overcome the temptations of the short-term and actually do what they already know is good for them.