Heaven is a very real place. It is God’s desire that everyone spends eternity there. So, what is Heaven really like? Now, in this sequel, David E. Taylor shares his many different trips to heaven but mainly the “Special one” that he had in the fall of the year 2000. In this visit, Jesus Christ came into his room while he lay on the bed that night asleep and took his human soul and spirit out of his body on a glorious trip to the third heaven. While being toured by Jesus around Heaven he was afforded the opportunity to see and talk with some of the great men and women of our time such as: Kathryn Kuhlman, Smith Wigglesworth, Bishop C.H. Mason, and others. You will also read the important messages Jesus allowed these men and women to give him to share with His Body, the Church. Most of all, he was personally taken by the Lord Jesus Christ to meet with the Father God Jehovah in His throne room face to face which is one of the most amazing highlights shared in this sequel to David’s first book Face-to-Face Appearances with Jesus. He also tells of his horrific trips to hell and his incredible life-changing experience of Jesus taking him to meet and see physically the Holy Spirit in a face to face appearance, which has been rare for men living on the earth today and biblical times! Jesus appeared to David E. Taylor face to face and told him, “I will appear to everyone who reads this book and hears this message, tell them this.” There have been testimonies of 100’s of thousands of people whom the Lord has appeared to after hearing this message over the years and now even millions as the Lord has begun to appear openly before whole cities and nations notably working with David E. Taylor in every region he visits. As you read this book, your life will be changed like so many others and you will:
· You will learn what Heaven looks like · Gain wisdom and insight concerning your destiny and life’s assignment here on Earth · Learn more about God’s love demonstrated through His discipline and chastisement as a loving Father. · Get a glimpse of what God’s great throne room looks like and the activity that goes on there · Gain insight into 8 major levels of relationship with the Lord as described by David E. Taylor.
Experience the ultimate intimacy with God the Father as revealed by Jesus… plus much more!
This is your book, not mine. If you do the things in this book you will become a millionaire - it's that simple.
So what do you want to do? Be an authentic millionaire? Design a global brand? Start and grow your business? Avoid pitfalls? See what others don't? Become a professional speaker? Write a bestseller? Your book, your choice.
This is a work of fact - if, and only if, you do something with it. Otherwise, it's a work of fiction.
The evidence base for drug treatments in psychiatry ranges from meta-analyses and randomised controlled clinical trials to single case reports, and from NICE guidelines to individual SPCs. Where do you look for information when transferring a patient from one drug to another? Where do you find a clear overview when dealing with a complex patient (e.g, with co-morbid epilepsy or liver disease or HIV infection)? Where can you seek advice on prescribing psychotropics during pregnancy? The Maudsley Prescribing Guidelines in Psychiatry! The leading clinical reference for handling prescribing problems as encountered in daily practice and for formulating prescribing policy.
Evidence-based and written by experts
This book is the essential guide for anyone responsible for prescribing, dispensing or administering drugs for patients with mental health disorders. All the evidence has been reviewed and summarized succinctly by an expert team of psychiatrists and pharmacists.
New content and improved format
This new edition makes greater use of tables and boxes to facilitate quick reference and includes new sections on cytochrome-mediated interactions and psychiatric side effects of non-psychotropic drugs.
Chapters address plasma monitoring, schizophrenia, bipolar disorder, depression and anxiety, children and adolescents, substance abuse and special patient groups. Each section has a full reference list. The book covers prescribing drugs outside their licensed indications and their interaction with substances such as alcohol, nicotine and caffeine.
Useful for all levels of experience
Trainees will gain important information regarding the rational, safe and effective use of medications for patients with mental illness. Experienced clinicians will find excellent guidance regarding more complex issues that they may not encounter regularly.
Why the Maudsley Prescribing Guidelines in Psychiatry?
Long recognized as an international trailblazer in mental health care, the Maudsley Hospital earned its reputation for excellence in both in-patient and community care. It is highly regarded for its research, and pioneered the use of clinical neuroscience. You can trust The Maudsley Prescribing Guidelines in Psychiatry to be scientifically sound and clinically effective.
A must-have reference for prescribers, nursing staff, pharmacists, family physicians, and other professions in allied medicine, this text contains a volume of practical advice for use in common clinical situations.
Covering all aspects of psychiatric evaluation, diagnosis, and treatment, this edition:
provides background information and scientific knowledge on several psychiatric disorders, including schizophrenia, bipolar disorder, depression, and anxiety disorder
details plasma monitoring of psychotics and anticonvulsants
analyzes psychiatric disorders in children and adolescents
describes the use of psychotropics in special patient groups
educates the reader on patient substance abuse
discusses miscellaneous conditions and substances
This book cuts through all of the confusion, and presents a clear, direct, solution based focus on the key IT/business issues facing every company and business leader today.
This book contains the complete, first fifteen months of David Taylor's highly acclaimed Computer Weekly column - Inside Track. With a reputation for cutting through the hype, David focuses on the IT/business and personal leadership agenda, covering such issues as:
* The key IT issues for the boardroom - in business language
* Actions to win in the new world of e-commerce - and get started today
* The successful new IT leader - the skills you and your company need to
* Quick solutions to long-term IT problems - they can be resolved
* How to motivate your people, and slash staff turnover - save a fortune on
* True IT/business alignment - add real value to your bottom line
David Taylor is a leading authority on IT in business. He is President of the association of IT Directors, Certus, a reference partner to the UK Government's National Audit Office, and a registered expert with several global research companies. His overall aim is to enable people and organisations to be all that they can be, through the combination of world class technology, true leadership and the release of human potential. With a prestigious background across companies such as Rolls-Royce, Allianz and Cornhill, David has a driving, positive passion for IT in business, and a reputation for championing IT Directors who want to achieve board level positions in their organisations. David and his team work with FTSE 200 companies on winning in the new internet economy, with entrepreneurs starting new dot com ventures, and with CEOs, advising on the qualities they should seek in their IT leaders. A regular writer, television presenter and speaker, David gives keynote, leadership and IT presentations throughout the world. He lives with his wife, Rosalind and their two children, Anthony and Olivia, in Surrey.
So why now? Because the increasing use of computer-aided stress analysis (by FEA and other techniques) has made these methods extremely easy to use in practical situations. This is turn has prompted researchers to re-examine the underlying theory with renewed interest.
The Theory of Critical Distances begins with a general introduction to the phenomena of mechanical failure in materials: a basic understanding of solid mechanics and materials engineering is assumed, though appropriate introductory references are provided where necessary. After a simple explanation of how to use critical distance methods, and a more detailed exposition of the methods including their history and classification, the book continues by showing examples of how critical distance approaches can be applied to predict fracture and fatigue in different classes of materials. Subsequent chapters include some more complex theoretical areas, such as multiaxial loading and contact problems, and a range of practical examples using case studies of real engineering components taken from the author’s own consultancy work.
The Theory of Critical Distances will be of interest to a range of readers, from academic researchers concerned with the theoretical basis of the subject, to industrial engineers who wish to incorporate the method into modern computer-aided design and analysis.Comprehensive collection of published data, plus new data from the author's own laboratoriesA simple 'how-to-do-it' exposition of the method, plus examples and case studiesDetailed theoretical treatmentCovers all classes of materials: metals, polymers, ceramics and compositesIncludes fracture, fatigue, fretting, size effects and multiaxial loading
Stretching the Brand will help companies increase their chances of winning by looking at the lessons learnt from both successes and failure in brand stretching. It provides the tools and techniques to stretch a brand successfully.
Designed in a highly practical format, brandvision shows how to lead your team on a step-by-step 'visioning journey' that builds engagement, energy and alignment. Powerful tips, tools and tricks help you start applying the principles to your business today:Searching for true insight: creating a springboard for visioning by using different 'insight catalysts' that cover consumers, markets and competition The visioning journey: creating a compelling brand purpose, a big idea and a rallying call; combining product 'sausage' and emotional 'sizzle' Test-driving the vision: bringing the vision to life by exploring it within your business and with consumers Brand-led business: translating the vision into a business building mix that covers 'hero product' innovation, communication and internal engagement
Thought-provoking and irreverent, brandvision demonstrates all the dos and don'ts of brand visioning with many stories of success (and screw-ups) including T-Mobile, Dove, Porsche, Absolut and James Bond. It is an invaluable toolkit for anyone interested in rethinking a brand vision - whatever its shape or size.
Confused by online marketing? Think social media is for kids? Worried
your website is not up to the job? Want to know how to reach the widest
possible audience for the lowest possible cost? Then it is essential
that you read this book.
The development of modern websites, the appearance of social networking
sites, and the emergence of pay-per-click as the modern face of
advertising, have completely revolutionised the way we all communicate
with the world around us. Fusion will help you understand this new world
Topics covered include:
• Why you should do business online
• The background to the modern media landscape
• Use of websites and social media
• Establishing your brand online
• Networking face-to-face and online
• Creating a social media culture
• Protecting and managing your brand online
• Using AdWords to drive potential customers to your website
These days, it′s a common belief among business leaders across industry sectors that the best way to grow their businesses is to expand into new markets. In reality, virtually all top–performing companies achieve superior results through a leading position in their core business. Unfortunately, there′s very little in the way of practical advice on how to do this. Grow the Core shows you how tofocus on your core business for brand success, with a program of eight workouts road-tested by the author's consultancy, the brandgym.
The book provides inspiration, practical advice and proven tools for building and strengthening your core business. It is packed with case studies from brandgym clients, including Mars, Friesland Campina, SAB Miller and Danone. The book features exclusive brandgym research, in addition to front–line experience on over one hundred brand coaching projects.
The Naked Coach is the back-to-basics book on coaching that will make sense of coaching and place it back at the very heart of the business agenda. It will make understanding, learning and teaching coaching simple. The Naked Coach tells real, practical, fun, exciting and above all else relevant stories that you can apply straightaway. David Taylor strips away the hype, jargon and mystery to give coaching a clear definition in all its forms, including mentoring, training, facilitation and interventions of every kind. The Naked Coach explains coaching without being patronising, defines without being arrogant, and does it in a fun, accessible way. It is coaching from a different perspective – yours.
The fundamental principle of The Naked Coach is to be yourself – always. Find what works for you, and do it, again and again and again. Remember. No fuss. No Jargon. Just great ideas.
These fourteen essays are held together by the story of Texas pride, the sense that from West Texas to the Coastal Plains, we and the landscape are important and worthy of pride, if not downright bravado. This book addresses all the major regions of Texas. Beginning with Roy Bedichek’s essay "Still Water,” it includes Carol Cullar and Barbara "Barney” Nelson on the Rio Grande region of West Texas, John Graves’s evocative "Kindred Spirits” on Central Texas, Joe Nick Patoski’s celebration of Hill Country springs, Pete Gunter on the Piney Woods, David Taylor on North Texas, Gary Clark and Gerald Thurmond on the Coastal Plains, Ray Gonzales and Marian Haddad on El Paso, Stephen Harrigan and Wyman Meinzer on West Texas, and Naomi Shihab Nye on urban San Antonio.
This anthology will appeal not only to those interested in regional history, natural history, and the environmental issues Texans face, but also to all who say gladly, "I'm from Texas.”
The 5 Levels of Leadership are:
1. Position - People follow because they have to.
2. Permission - People follow because they want to.
3. Production - People follow because of what you have done for the organization.
4. People Development - People follow because of what you have done for them personally.
5. Pinnacle - People follow because of who you are and what you represent.
Through humor, in-depth insight, and examples, internationally recognized leadership expert John C. Maxwell describes each of these stages of leadership. He shows you how to master each level and rise up to the next to become a more influential, respected, and successful leader.
A compelling look inside the mind and powerful leadership methods of America’s coaching legend, John Wooden
"Team spirit, loyalty, enthusiasm, determination. . . . Acquire and keep these traits and success should follow."
--Coach John Wooden
John Wooden’s goal in 41 years of coaching never changed; namely, to get maximum effort and peak performance from each of his players in the manner that best served the team. Wooden on Leadership explains step-by-step how he pursued and accomplished this goal. Focusing on Wooden’s 12 Lessons in Leadership and his acclaimed Pyramid of Success, it outlines the mental, emotional, and physical qualities essential to building a winning organization, and shows you how to develop the skill, confidence, and competitive fire to “be at your best when your best is needed”--and teach your organization to do the same.
Praise for Wooden on Leadership:
“What an all-encompassing Pyramid of Success for leadership! Coach Wooden’s moral authority and brilliant definition of success encompass all of life. How I admire his life’s work and concept of what it really means to win!”
--Stephen R. Covey, author, The 7 Habits of Highly Successful People and The 8th Habit: From Effectiveness to Greatness
“Wooden On Leadership offers valuable lessons no matter what your endeavor. 'Competitive Greatness' is our goal and that of any successful organization. Coach Wooden’s Pyramid of Success is where it all starts.”
--Jim Sinegal, president & CEO, Costco
Built to Last, the defining management study of the nineties, showed how great companies triumph over time and how long-term sustained performance can be engineered into the DNA of an enterprise from the verybeginning.
But what about the company that is not born with great DNA? How can good companies, mediocre companies, even bad companies achieve enduring greatness?
For years, this question preyed on the mind of Jim Collins. Are there companies that defy gravity and convert long-term mediocrity or worse into long-term superiority? And if so, what are the universal distinguishing characteristics that cause a company to go from good to great?
Using tough benchmarks, Collins and his research team identified a set of elite companies that made the leap to great results and sustained those results for at least fifteen years. How great? After the leap, the good-to-great companies generated cumulative stock returns that beat the general stock market by an average of seven times in fifteen years, better than twice the results delivered by a composite index of the world's greatest companies, including Coca-Cola, Intel, General Electric, and Merck.
The research team contrasted the good-to-great companies with a carefully selected set of comparison companies that failed to make the leap from good to great. What was different? Why did one set of companies become truly great performers while the other set remained only good?
Over five years, the team analyzed the histories of all twenty-eight companies in the study. After sifting through mountains of data and thousands of pages of interviews, Collins and his crew discovered the key determinants of greatness -- why some companies make the leap and others don't.
The findings of the Good to Great study will surprise many readers and shed light on virtually every area of management strategy and practice. The findings include:
“Some of the key concepts discerned in the study,” comments Jim Collins, "fly in the face of our modern business culture and will, quite frankly, upset some people.”
Perhaps, but who can afford to ignore these findings?
Meng’s job is to teach Google’s best and brightest how to apply mindfulness techniques in the office and beyond; now, readers everywhere can get insider access to one of the most sought after classes in the country, a course in health, happiness and creativity that is improving the livelihood and productivity of those responsible for one of the most successful businesses in the world.
With forewords by Daniel Goleman, author of the international bestseller Emotional Intelligence, and Jon Kabat-Zinn, renowned mindfulness expert and author of Coming To Our Senses, Meng’s Search Inside Yourself is an invaluable guide to achieving your own best potential.
For decades, The One Minute Manager® has helped millions achieve more successful professional and personal lives. While the principles it lays out are timeless, our world has changed drastically since the book’s publication. The exponential rise of technology, global flattening of markets, instant communication, and pressures on corporate workforces to do more with less—including resources, funding, and staff—have all revolutionized the world in which we live and work.
Now, Ken Blanchard and Spencer Johnson have updated The One Minute Manger to introduce the book’s powerful, important lessons to a new generation. In their concise, easy-to-read story, they teach readers three very practical secrets about leading others—and explain why these techniques continue to work so well.
As compelling today as it was thirty years ago, this classic parable of a young man looking for an effective manager is more relevant and useful than ever.
Eric Ries defines a startup as an organization dedicated to creating something new under conditions of extreme uncertainty. This is just as true for one person in a garage or a group of seasoned professionals in a Fortune 500 boardroom. What they have in common is a mission to penetrate that fog of uncertainty to discover a successful path to a sustainable business.
The Lean Startup approach fosters companies that are both more capital efficient and that leverage human creativity more effectively. Inspired by lessons from lean manufacturing, it relies on “validated learning,” rapid scientific experimentation, as well as a number of counter-intuitive practices that shorten product development cycles, measure actual progress without resorting to vanity metrics, and learn what customers really want. It enables a company to shift directions with agility, altering plans inch by inch, minute by minute.
Rather than wasting time creating elaborate business plans, The Lean Startup offers entrepreneurs - in companies of all sizes - a way to test their vision continuously, to adapt and adjust before it’s too late. Ries provides a scientific approach to creating and managing successful startups in a age when companies need to innovate more than ever.
The Globe and Mail Top Leadership and Management BookForbes Top Creative Leadership Book
From the visionary head of Google's innovative People Operations comes a groundbreaking inquiry into the philosophy of work-and a blueprint for attracting the most spectacular talent to your business and ensuring that they succeed.
"We spend more time working than doing anything else in life. It's not right that the experience of work should be so demotivating and dehumanizing." So says Laszlo Bock, former head of People Operations at the company that transformed how the world interacts with knowledge.
This insight is the heart of WORK RULES!, a compelling and surprisingly playful manifesto that offers lessons including:
Take away managers' power over employeesLearn from your best employees-and your worstHire only people who are smarter than you are, no matter how long it takes to find themPay unfairly (it's more fair!)Don't trust your gut: Use data to predict and shape the futureDefault to open-be transparent and welcome feedbackIf you're comfortable with the amount of freedom you've given your employees, you haven't gone far enough.
Drawing on the latest research in behavioral economics and a profound grasp of human psychology, WORK RULES! also provides teaching examples from a range of industries-including lauded companies that happen to be hideous places to work and little-known companies that achieve spectacular results by valuing and listening to their employees. Bock takes us inside one of history's most explosively successful businesses to reveal why Google is consistently rated one of the best places to work in the world, distilling 15 years of intensive worker R&D into principles that are easy to put into action, whether you're a team of one or a team of thousands.
WORK RULES! shows how to strike a balance between creativity and structure, leading to success you can measure in quality of life as well as market share. Read it to build a better company from within rather than from above; read it to reawaken your joy in what you do.
While many people talk about how great it is to start a business, very few are honest about how difficult it is to run one. Ben Horowitz analyzes the problems that confront leaders every day, sharing the insights he’s gained developing, managing, selling, buying, investing in, and supervising technology companies. A lifelong rap fanatic, he amplifies business lessons with lyrics from his favorite songs, telling it straight about everything from firing friends to poaching competitors, cultivating and sustaining a CEO mentality to knowing the right time to cash in.
Filled with his trademark humor and straight talk, The Hard Thing About Hard Things is invaluable for veteran entrepreneurs as well as those aspiring to their own new ventures, drawing from Horowitz's personal and often humbling experiences.
Simply put, an organization is healthy when it is whole, consistent and complete, when its management, operations and culture are unified. Healthy organizations outperform their counterparts, are free of politics and confusion and provide an environment where star performers never want to leave. Lencioni’s first non-fiction book provides leaders with a groundbreaking, approachable model for achieving organizational health—complete with stories, tips and anecdotes from his experiences consulting to some of the nation’s leading organizations. In this age of informational ubiquity and nano-second change, it is no longer enough to build a competitive advantage based on intelligence alone. The Advantage provides a foundational construct for conducting business in a new way—one that maximizes human potential and aligns the organization around a common set of principles.
Thinking in Systems, is a concise and crucial book offering insight for problem solving on scales ranging from the personal to the global. Edited by the Sustainability Institute’s Diana Wright, this essential primer brings systems thinking out of the realm of computers and equations and into the tangible world, showing readers how to develop the systems-thinking skills that thought leaders across the globe consider critical for 21st-century life.
Some of the biggest problems facing the world—war, hunger, poverty, and environmental degradation—are essentially system failures. They cannot be solved by fixing one piece in isolation from the others, because even seemingly minor details have enormous power to undermine the best efforts of too-narrow thinking.
While readers will learn the conceptual tools and methods of systems thinking, the heart of the book is grander than methodology. Donella Meadows was known as much for nurturing positive outcomes as she was for delving into the science behind global dilemmas. She reminds readers to pay attention to what is important, not just what is quantifiable, to stay humble, and to stay a learner.
In a world growing ever more complicated, crowded, and interdependent, Thinking in Systems helps readers avoid confusion and helplessness, the first step toward finding proactive and effective solutions.
Maxwell also opened the floodgates and invited people from around the world to ask him any leadership question. He answers seventy of them--the best of the best--including . . .
What are the top skills required to lead people through difficult times?
How do I get started in leadership? How do I motivate an unmotivated person? How can I succeed working under poor leadership? When is the right time for a successful leader to move on to a new position? How do you move people into your inner circle? No matter whether you are a seasoned leader at the top of your game or a newcomer wanting to take the first steps into leadership, this book will change the way you look at questions and improve your leadership life.
Do you remember the last major initiative you watched die in your organization? Did it go down with a loud crash? Or was it slowly and quietly suffocated by other competing priorities?
By the time it finally disappeared, it’s likely no one even noticed.
What happened? The “whirlwind” of urgent activity required to keep things running day-to-day devoured all the time and energy you needed to invest in executing your strategy for tomorrow! The 4 Disciplines of Execution can change all that forever.
The 4 Disciplines of Execution (4DX) is a simple, repeatable, and proven formula for executing on your most important strategic priorities in the midst of the whirlwind. By following The 4 Disciplines:
• Focusing on the Wildly Important
• Acting on Lead Measures
• Keeping a Compelling Scoreboard
• Creating a Cadence of Accountability
leaders can produce breakthrough results, even when executing the strategy requires a significant change in behavior from their teams.
4DX is not theory. It is a proven set of practices that have been tested and refined by hundreds of organizations and thousands of teams over many years. When a company or an individual adheres to these disciplines, they achieve superb results—regardless of the goal. 4DX represents a new way of thinking and working that is essential to thriving in today’s competitive climate. Simply put, this is one book that no business leader can afford to miss.
From the Trade Paperback edition.
In DELIVERING HAPPINESS, Zappos CEO Tony Hsieh shares the different lessons he has learned in business and life, from starting a worm farm to running a pizza business, through LinkExchange, Zappos, and more. Fast-paced and down-to-earth, DELIVERING HAPPINESS shows how a very different kind of corporate culture is a powerful model for achieving success-and how by concentrating on the happiness of those around you, you can dramatically increase your own.
To learn more about the book, go to www.deliveringhappinessbook.com.
In the future, historians may look back on human progress and draw a sharp line designating “before Scrum” and “after Scrum.” Scrum is that ground-breaking. It already drives most of the world’s top technology companies. And now it’s starting to spread to every domain where leaders wrestle with complex projects.
If you’ve ever been startled by how fast the world is changing, Scrum is one of the reasons why. Productivity gains of as much as 1200% have been recorded, and there’s no more lucid – or compelling – explainer of Scrum and its bright promise than Jeff Sutherland, the man who put together the first Scrum team more than twenty years ago.
The thorny problem Jeff began tackling back then boils down to this: people are spectacularly bad at doing things with agility and efficiency. Best laid plans go up in smoke. Teams often work at cross purposes to each other. And when the pressure rises, unhappiness soars. Drawing on his experience as a West Point-educated fighter pilot, biometrics expert, early innovator of ATM technology, and V.P. of engineering or CTO at eleven different technology companies, Jeff began challenging those dysfunctional realities, looking for solutions that would have global impact.
In this book you’ll journey to Scrum’s front lines where Jeff’s system of deep accountability, team interaction, and constant iterative improvement is, among other feats, bringing the FBI into the 21st century, perfecting the design of an affordable 140 mile per hour/100 mile per gallon car, helping NPR report fast-moving action in the Middle East, changing the way pharmacists interact with patients, reducing poverty in the Third World, and even helping people plan their weddings and accomplish weekend chores.
Woven with insights from martial arts, judicial decision making, advanced aerial combat, robotics, and many other disciplines, Scrum is consistently riveting. But the most important reason to read this book is that it may just help you achieve what others consider unachievable – whether it be inventing a trailblazing technology, devising a new system of education, pioneering a way to feed the hungry, or, closer to home, a building a foundation for your family to thrive and prosper.
From the Hardcover edition.
See the ship through the eyes of the crew: By soliciting a sailor's suggestions, Abrashoff drastically reduced tedious chores that provided little additional value. Communicate, communicate, communicate: The more Abrashoff communicated the plan, the better the crew's performance. His crew would eventually call him "Megaphone Mike," since they heard from him so often. Create discipline by focusing on purpose: Discipline skyrocketed when Abrashoff's crew believed that what they were doing was important. Listen aggressively: After learning that many sailors wanted to use the GI Bill, Abrashoff brought a test official aboard the ship-and held the SATs forty miles off the Iraqi coast. From achieving amazing cost savings to winning the highest gunnery score in the Pacific Fleet, Captain Abrashoff's extraordinary campaign sent shock waves through the U.S. Navy. It can help you change the course of your ship, no matter where your business battles are fought.
In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40+ year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the Rules for serving customers so well they'll never want to do business with anyone but you. For example:
Rule #1: Customer Service Is Not a Department
Rule #3: Great Service Follows the Laws of Gravity
Rule #5: Ask Yourself "What Would Mom Do?"
Rule #19: Be a Copycat
Rule #25. Treat Every Customer like a Regular
Rule #39: Don’t Try Too Hard
As simple as they are profound, these principles have been shown to work in companies as large as Disney and as small as a local coffee shop; from businesses selling cutting-edge technologies like computer tablets to those selling products as timeless as shoes and handbags; at corporations as long-standing as Ford Motors and those as nascent as a brand new start-up. And they have been proven indispensible at all levels of a company, from managers responsible for hiring and training employees, setting policies and procedures, and shaping the company culture to front line staff who deal directly with clients and customers
Chock-full of universal advice, applicable online and off, The Customer Rules is the essential handbook for service excellence everywhere.
From the Hardcover edition.
For more than 25 years, The Leadership Challenge has been the most trusted source on becoming a better leader, selling more than 2 million copies in over 20 languages since its first publication. Based on Kouzes and Posner's extensive research, this all-new edition casts their enduring work in context for today's world, proving how leadership is a relationship that must be nurtured, and most importantly, that it can be learned.Features over 100 all-new case studies and examples, which show The Five Practices of Exemplary Leadership in action around the world Focuses on the toughest organizational challenges leaders face today Addresses changes in how people work and what people want from their work
An indispensable resource for leaders at all levels, this anniversary edition is a landmark update and must-read.
The silver lining is that “who” problems are easily preventable. Based on more than 1,300 hours of interviews with more than 20 billionaires and 300 CEOs, Who presents Smart and Street’s A Method for Hiring. Refined through the largest research study of its kind ever undertaken, the A Method stresses fundamental elements that anyone can implement–and it has a 90 percent success rate.
Whether you’re a member of a board of directors looking for a new CEO, the owner of a small business searching for the right people to make your company grow, or a parent in need of a new babysitter, it’s all about Who. Inside you’ll learn how to
• avoid common “voodoo hiring” methods
• define the outcomes you seek
• generate a flow of A Players to your team–by implementing the #1 tactic used by successful businesspeople
• ask the right interview questions to dramatically improve your ability to quickly distinguish an A Player from a B or C candidate
• attract the person you want to hire, by emphasizing the points the candidate cares about most
In business, you are who you hire. In Who, Geoff Smart and Randy Street offer simple, easy-to-follow steps that will put the right people in place for optimal success.
From the Hardcover edition.
Strategy is not complex. But it is hard. It’s hard because it forces people and organizations to make specific choices about their future—something that doesn’t happen in most companies.
Now two of today’s best-known business thinkers get to the heart of strategy—explaining what it’s for, how to think about it, why you need it, and how to get it done. And they use one of the most successful corporate turnarounds of the past century, which they achieved together, to prove their point.
A.G. Lafley, former CEO of Procter & Gamble, in close partnership with strategic adviser Roger Martin, doubled P&G’s sales, quadrupled its profits, and increased its market value by more than $100 billion in just ten years. Now, drawn from their years of experience at P&G and the Rotman School of Management, where Martin is dean, this book shows how leaders in organizations of all sizes can guide everyday actions with larger strategic goals built around the clear, essential elements that determine business success—where to play and how to win.
The result is a playbook for winning. Lafley and Martin have created a set of five essential strategic choices that, when addressed in an integrated way, will move you ahead of your competitors. They are:
• What is our winning aspiration?
• Where will we play?
• How will we win?
• What capabilities must we have in place to win?
• What management systems are required to support our choices?
The stories of how P&G repeatedly won by applying this method to iconic brands such as Olay, Bounty, Gillette, Swiffer, and Febreze clearly illustrate how deciding on a strategic approach—and then making the right choices to support it—makes the difference between just playing the game and actually winning.
Based on research conducted in more than seventy countries over a forty-year span, Cultures and Organizations examines what drives people apart—when cooperation is so clearly in everyone’s interest. With major new contributions from Michael Minkov’s analysis of data from the World Values Survey, as well as an account of the evolution of cultures by Gert Jan Hofstede, this revised and expanded edition:Reveals the “moral circles” from which national societies are built and the unexamined rules by which people think, feel, and act Explores how national cultures differ in the areas of inequality, assertiveness versus modesty, and tolerance for ambiguity Explains how organizational cultures differ from national cultures—and how they can be managed Analyzes stereotyping, differences in language, cultural roots of the 2008 economic crisis, and other intercultural dynamics
In factories around the world, Toyota consistently makes the highest-quality cars with the fewest defects of any competing manufacturer, while using fewer man-hours, less on-hand inventory, and half the floor space of its competitors. The Toyota Way is the first book for a general audience that explains the management principles and business philosophy behind Toyota's worldwide reputation for quality and reliability.
Complete with profiles of organizations that have successfully adopted Toyota's principles, this book shows managers in every industry how to improve business processes by:Eliminating wasted time and resources Building quality into workplace systems Finding low-cost but reliable alternatives to expensive new technology Producing in small quantities Turning every employee into a qualitycontrol inspector
Drawing on a decade of research, Noam Wasserman reveals the common pitfalls founders face and how to avoid them. He looks at whether it is a good idea to cofound with friends or relatives, how and when to split the equity within the founding team, and how to recognize when a successful founder-CEO should exit or be fired. Wasserman explains how to anticipate, avoid, or recover from disastrous mistakes that can splinter a founding team, strip founders of control, and leave founders without a financial payoff for their hard work and innovative ideas. He highlights the need at each step to strike a careful balance between controlling the startup and attracting the best resources to grow it, and demonstrates why the easy short-term choice is often the most perilous in the long term.
The Founder's Dilemmas draws on the inside stories of founders like Evan Williams of Twitter and Tim Westergren of Pandora, while mining quantitative data on almost ten thousand founders.
People problems are the leading cause of failure in startups. This book offers solutions.
THE OLD RULES NO LONGER APPLY . . .
When General Stanley McChrystal took command of the Joint Special Operations Task Force in 2004, he quickly realized that conventional military tactics were failing. Al Qaeda in Iraq was a decentralized network that could move quickly, strike ruthlessly, then seemingly vanish into the local population. The allied forces had a huge advantage in numbers, equipment, and training—but none of that seemed to matter.
TEACHING A LEVIATHAN TO IMPROVISE
It’s no secret that in any field, small teams have many advantages—they can respond quickly, communicate freely, and make decisions without layers of bureaucracy. But organizations taking on really big challenges can’t fit in a garage. They need management practices that can scale to thousands of people.
General McChrystal led a hierarchical, highly disciplined machine of thousands of men and women. But to defeat Al Qaeda in Iraq, his Task Force would have to acquire the enemy’s speed and flexibility. Was there a way to combine the power of the world’s mightiest military with the agility of the world’s most fearsome terrorist network? If so, could the same principles apply in civilian organizations?
A NEW APPROACH FOR A NEW WORLD
McChrystal and his colleagues discarded a century of conventional wisdom and remade the Task Force, in the midst of a grueling war, into something new: a network that combined extremely transparent communication with decentralized decision-making authority. The walls between silos were torn down. Leaders looked at the best practices of the smallest units and found ways to extend them to thousands of people on three continents, using technology to establish a oneness that would have been impossible even a decade earlier. The Task Force became a “team of teams”—faster, flatter, more flexible—and beat back Al Qaeda.
BEYOND THE BATTLEFIELD
In this powerful book, McChrystal and his colleagues show how the challenges they faced in Iraq can be relevant to countless businesses, nonprofits, and other organizations. The world is changing faster than ever, and the smartest response for those in charge is to give small groups the freedom to experiment while driving everyone to share what they learn across the entire organization. As the authors argue through compelling examples, the team of teams strategy has worked everywhere from hospital emergency rooms to NASA. It has the potential to transform organizations large and small.
From the Hardcover edition.