Authors: Janelle Barlow. Claus Moller.
Paperback, 222 pages
Publisher: Berrett-Koehler Publishers
Publication Date: 1996-01-01
Edition: 1

Reviews :

    Customer complaints can give businesses a wake-up call when they're not achieving their fundamental purpose--meeting customer needs. They are a feedback mechanism that can help organizations rapidly and inexpensively shift products, service, style, and market focus. Businesses that don't value their customers' complaints suffer from costly, negative word-of-mouth advertising.

Presenting dozens of real-life striking examples of poor--and excellent-- complaint handling, Barlow and Moller show that companies must view complaints as gifts if they are to have loyal customers....

Authors: Robert M. Grant.
Paperback, 548 pages
Publisher: Blackwell Publishers
Publication Date: 2004-09-15
Edition: 5

Reviews :

    This best-selling text has gained widespread recognition for its rigorous approach to business strategy analysis. The text introduces students to the fundamental concepts and principles of strategy. It reflects current academic thinking and management practice, and gives students the tools they need to formulate and implement strategies that will enhance the performance of their organizations. Now in its fifth edition, the text has been thoroughly revised and updated:Features additional material on the strategic planning processes within companies. Reflects recent work in the areas of resources and capabilities, industry evolution, and global strategy and the multinational company. Includes revisions to the section on knowledge management to reflect the maturing of this field. Provides a more integrated view of corporate scope, and the organization and management of the multi-business firm. Reconsiders the shareholder value model, and has more coverage of values and corporate social responsibility. Additional support is available at www .blackwellpublishing.com/grant. The website features the Instructor's Manual, downloadable PowerPoint slides and a selection of new cases to help lecturers plan their courses and make teaching even easier....

Authors: Michael Bergdahl.
Paperback, 256 pages
Publisher: Wiley
Publication Date: 2006-08-25


Reviews :

    Praise for WHAT I LEARNED FROM SAM WALTON

"Michael Bergdahl's book presents unique insights into the staggering international success of Wal-Mart. Throughout the pages of this book, you can almost hear Sam Walton himself coaching and inspiring his legion of employees to greatness."
-Tracy Mullin, President and CEO, National Retail Federation

"Retailers, non-retailers, manufacturers, and suppliers will enjoy Bergdahl's insights into Wal-Mart's service culture and its leadership icon, Sam Walton."
-Roger J. Dow, Senior Vice President Global and Field SalesMarriott International, Inc.

Bergdahl outlines his competitive strategy with the acronym P.O.C.K.E.T.S.

P-Price: Don't try to compete on price; differentiate your product selection.

O-Operations: Break the retail "ready, shoot, aim" tactical orientation bydeveloping an actual strategy to compete.

C-Culture: Build a can-do culture with a strong sense of urgency. Communicate your values and beliefs over and over again to your employees.

K-Key Item Promotion/Product: Determine who you are and uniformly communicate your brand message to your entire team.

E-Expenses: Become obsessed about controlling costs.

T-Talent: Recruit constantly and hire people who have both experience and high potential.

S-Service: Never take your customer for granted. Empower your employees to make decisions involving customer concerns....

Authors: Barnett C., Jr. Helzberg. Barnett Helzberg.
Hardcover, 224 pages
Publisher: Wiley
Publication Date: 2003-03-21
Edition: 1

Reviews :

    Expert advice for those who want to create a solid company
Through hard work and determination Barnett Helzberg built his small family owned business-Helzberg Diamonds-into a successful company that caught the attention of Warren Buffett. Buffett was so impressed with the business that in 1995 he decided to purchase Helzberg Diamonds through his holding company Berkshire Hathaway. Helzberg shares his thirty years of experience in running a successful business and outlines the steps needed to prosper within a challenging business environment. Through "helpful hints" and words of wisdom, Helzberg offers a proven road map for entrepreneurs and business owners looking to build a solid company that will stand the test of time. What I Learned Before I Sold to Warren Buffett is a comprehensive guide that will help readers get their businesses on the right track.
Barnett C. Helzberg Jr. (Kansas City, MO) was President of Helzberg Diamonds, Inc. from 1962 to 1995, a period during which he expanded his family-owned business to 143 stores in twenty-three states. His business practices have been a key ingredient to the success of Helzberg Diamonds....

Authors: Price M. Cobbs. Judith L. Turnock.
Hardcover, 304 pages
Publisher: AMACOM
Publication Date: 2003-04-21
Edition: 1st

Reviews :

    This is an unprecedented presentation of the careers of 32 African-American executives at America's most prestigious organizations. Through illuminating, exclusive interviews, these trailblazing professionals reveal the secrets to flourishing and excelling in what is still a challenging environment for minorities....

Authors: Jessica Lipnack. Jeffrey Stamps.
Hardcover, 352 pages
Publisher: Wiley
Publication Date: 2000-09-13
Edition: 2

Reviews :

    Praise for the First Edition of Virtual Teams

"If you want to see where organizational communications are going in the future, heed what these pioneers have written today."
—Howard Rheingold, author, The Virtual Community, and founder, Electric Mind

"Lipnack and Stamps have written an important book for the twenty-first-century corporation."
—Regis McKenna, The McKenna Group, author, Relationship Marketing

"This book provides a long overdue perspective on how to apply the discipline of real teams in the fast-moving, increasingly dispersed information age of the future."
—Jon R. Katzenbach, author, The Wisdom of Teams

"For those who want to lead the movement, catch up with it, or simply know where it is going, this book is packed with useful information and interesting stories."
—Dee W. Hock, founder and chairman emeritus, VISA

"Virtual Teams provides valuable insights into global teamwork and management through network technologies now available to all companies, large or small."
—Jim Lynch, director, corporate quality, Sun Microsystems, Inc....

Authors: Bill Munck. Rpbert Kegan. Lisa Laskow Lahe. Debra E. Meyerson. Donald Sull. Katherine M. Hudson. Paul F. Levy.
Paperback, 224 pages
Publisher: Harvard Business School Press
Publication Date: 2002-05-07


Reviews :

    This unique collection looks at the often messy and difficult process of changing workplace culture. The articles examine why there is resistance to change on the corporate and individual level and explains the effect of passive aversion to cultural problems on company performance....

Authors: Thomas W. Malone.
Hardcover, 240 pages
Publisher: Harvard Business School Press
Publication Date: 2004-04-02


Reviews :

    A renowned visionary on organizational theory provides the first workable model for creating and managing within the organization of the future. Malone shows us that our current notions about decentralization and empowerment merely scratch the surface of what will be possible as technological and economic forces render "command and control" management obsolete. In its place will be a "coordinate and cultivate" approach that will spawn entirely new types of decentralized organizations - from internal markets to democracies to loose hierarchies that reap the scale and knowledge efficiencies of large organizations while enabling the freedom, flexibility, and human values that drive smaller firms....

Authors: August Swanenberg.
Paperback, 304 pages
Publisher: McGraw-Hill
Publication Date: 2005-07-19
Edition: 1

Reviews :

    "Macroeconomics Demystified" offers students of all levels unique and easy-to-understand explanations of macroeconomic principles. "Macroeconomics Demystified" teaches the material in a college-level course in a friendly, informal manner. While covering the whole breadth of the topic, it is not meant to be a textbook, but rather serve as a self-teach companion guide to textbooks. It does not assume any previous knowledge of macroeconomics, microeconomics, or mathematics. "Macroeconomics Demystified" offers a clear presentation of concepts, applications, and examples, with the right mix of text and graphics....

Authors: Andy Kessler.
Paperback, 272 pages
Publisher: Collins Business
Publication Date: 2005-06-01


Reviews :

   

Best-selling author Andy Kessler ties up the loose ends from his provocative book, Running Money, with this history of breakthrough technology and the markets that funded them.

Expanding on themes first raised in his tour de force, Running Money, Andy Kessler unpacks the entire history of Silicon Valley and Wall Street, from the Industrial Revolution to computers, communications, money, gold and stock markets. These stories cut (by an unscrupulous editor) from the original manuscript were intended as a primer on the ways in which new technologies develop from unprofitable curiosities to essential investments. Indeed, How We Got Here is the book Kessler wishes someone had handed him on his first day as a freshman engineering student at Cornell or on the day he started on Wall Street. This book connects the dots through history to how we got to where we are today.

...