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.
Lee Cockerell knows that success in business--any business--depends upon winning and keeping customers. 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.
Based on an MBA course Provost has taught at New York University over the past ten years, Data Science for Business provides examples of real-world business problems to illustrate these principles. You’ll not only learn how to improve communication between business stakeholders and data scientists, but also how participate intelligently in your company’s data science projects. You’ll also discover how to think data-analytically, and fully appreciate how data science methods can support business decision-making.Understand how data science fits in your organization—and how you can use it for competitive advantageTreat data as a business asset that requires careful investment if you’re to gain real valueApproach business problems data-analytically, using the data-mining process to gather good data in the most appropriate wayLearn general concepts for actually extracting knowledge from dataApply data science principles when interviewing data science job candidates
Jeff Hawkins, the man who created the PalmPilot, Treo smart phone, and other handheld devices, has reshaped our relationship to computers. Now he stands ready to revolutionize both neuroscience and computing in one stroke, with a new understanding of intelligence itself.
Hawkins develops a powerful theory of how the human brain works, explaining why computers are not intelligent and how, based on this new theory, we can finally build intelligent machines.
The brain is not a computer, but a memory system that stores experiences in a way that reflects the true structure of the world, remembering sequences of events and their nested relationships and making predictions based on those memories. It is this memory-prediction system that forms the basis of intelligence, perception, creativity, and even consciousness.
In an engaging style that will captivate audiences from the merely curious to the professional scientist, Hawkins shows how a clear understanding of how the brain works will make it possible for us to build intelligent machines, in silicon, that will exceed our human ability in surprising ways.
Written with acclaimed science writer Sandra Blakeslee, On Intelligence promises to completely transfigure the possibilities of the technology age. It is a landmark book in its scope and clarity.
A Huffington Post Definitive Tech Book of 2013
Artificial Intelligence helps choose what books you buy, what movies you see, and even who you date. It puts the "smart" in your smartphone and soon it will drive your car. It makes most of the trades on Wall Street, and controls vital energy, water, and transportation infrastructure. But Artificial Intelligence can also threaten our existence.
In as little as a decade, AI could match and then surpass human intelligence. Corporations and government agencies are pouring billions into achieving AI's Holy Grail—human-level intelligence. Once AI has attained it, scientists argue, it will have survival drives much like our own. We may be forced to compete with a rival more cunning, more powerful, and more alien than we can imagine.
Through profiles of tech visionaries, industry watchdogs, and groundbreaking AI systems, Our Final Invention explores the perils of the heedless pursuit of advanced AI. Until now, human intelligence has had no rival. Can we coexist with beings whose intelligence dwarfs our own? And will they allow us to?
A seminal work on disruption—for everyone confronting the growth paradox.
For readers of the bestselling The Innovator’s Dilemma—and beyond—this definitive work will help anyone trying to transform their business right now.
In The Innovator’s Solution, Clayton Christensen and Michael Raynor expand on the idea of disruption, explaining how companies can and should become disruptors themselves. This classic work shows just how timely and relevant these ideas continue to be in today’s hyper-accelerated business environment.
Christensen and Raynor give advice on the business decisions crucial to achieving truly disruptive growth and propose guidelines for developing your own disruptive growth engine. The authors identify the forces that cause managers to make bad decisions as they package and shape new ideas—and offer new frameworks to help create the right conditions, at the right time, for a disruption to succeed. This is a must-read for all senior managers and business leaders responsible for innovation and growth, as well as members of their teams.
Based on in-depth research and theories tested in hundreds of companies across many industries, The Innovator’s Solution is a necessary addition to any innovation library—and an essential read for entrepreneurs and business builders worldwide.
Which paint color is most likely to tell you that a used car is in good shape? How can officials identify the most dangerous New York City manholes before they explode? And how did Google searches predict the spread of the H1N1 flu outbreak?
The key to answering these questions, and many more, is big data. “Big data” refers to our burgeoning ability to crunch vast collections of information, analyze it instantly, and draw sometimes profoundly surprising conclusions from it. This emerging science can translate myriad phenomena—from the price of airline tickets to the text of millions of books—into searchable form, and uses our increasing computing power to unearth epiphanies that we never could have seen before. A revolution on par with the Internet or perhaps even the printing press, big data will change the way we think about business, health, politics, education, and innovation in the years to come. It also poses fresh threats, from the inevitable end of privacy as we know it to the prospect of being penalized for things we haven’t even done yet, based on big data’s ability to predict our future behavior.
In this brilliantly clear, often surprising work, two leading experts explain what big data is, how it will change our lives, and what we can do to protect ourselves from its hazards. Big Data is the first big book about the next big thing.
Programming Collective Intelligence takes you into the world of machine learning and statistics, and explains how to draw conclusions about user experience, marketing, personal tastes, and human behavior in general -- all from information that you and others collect every day. Each algorithm is described clearly and concisely with code that can immediately be used on your web site, blog, Wiki, or specialized application. This book explains:Collaborative filtering techniques that enable online retailers to recommend products or mediaMethods of clustering to detect groups of similar items in a large datasetSearch engine features -- crawlers, indexers, query engines, and the PageRank algorithmOptimization algorithms that search millions of possible solutions to a problem and choose the best oneBayesian filtering, used in spam filters for classifying documents based on word types and other featuresUsing decision trees not only to make predictions, but to model the way decisions are madePredicting numerical values rather than classifications to build price modelsSupport vector machines to match people in online dating sitesNon-negative matrix factorization to find the independent features in a datasetEvolving intelligence for problem solving -- how a computer develops its skill by improving its own code the more it plays a gameEach chapter includes exercises for extending the algorithms to make them more powerful. Go beyond simple database-backed applications and put the wealth of Internet data to work for you.
"Bravo! I cannot think of a better way for a developer to first learn these algorithms and methods, nor can I think of a better way for me (an old AI dog) to reinvigorate my knowledge of the details."
-- Dan Russell, Google
"Toby's book does a great job of breaking down the complex subject matter of machine-learning algorithms into practical, easy-to-understand examples that can be directly applied to analysis of social interaction across the Web today. If I had this book two years ago, it would have saved precious time going down some fruitless paths."
-- Tim Wolters, CTO, Collective Intellect
In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head.
The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality:
Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service.
If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees?
The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver.
The rewards are there for the taking, and the pathway to achieving them is now clearly marked.
From the Hardcover edition.
Two of the authors co-wrote The Elements of Statistical Learning (Hastie, Tibshirani and Friedman, 2nd edition 2009), a popular reference book for statistics and machine learning researchers. An Introduction to Statistical Learning covers many of the same topics, but at a level accessible to a much broader audience. This book is targeted at statisticians and non-statisticians alike who wish to use cutting-edge statistical learning techniques to analyze their data. The text assumes only a previous course in linear regression and no knowledge of matrix algebra.
The key? Make tough decisions about which processes you must execute well, then implement the IT systems needed to digitize those processes. Citing numerous companies worldwide, the authors show how constructing the right enterprise architecture enhances profitability and time to market, improves strategy execution, and even lowers IT costs. Though clear, engaging explanation, they demonstrate how to define your operating model—your vision of how your firm will survive and grow—and implement it through your enterprise architecture. Their counterintuitive but vital message: when it comes to executing your strategy, your enterprise architecture may matter far more than your strategy itself.
In the world's top research labs and universities, the race is on to invent the ultimate learning algorithm: one capable of discovering any knowledge from data, and doing anything we want, before we even ask. In The Master Algorithm, Pedro Domingos lifts the veil to give us a peek inside the learning machines that power Google, Amazon, and your smartphone. He assembles a blueprint for the future universal learner-the Master Algorithm-and discusses what it will mean for business, science, and society. If data-ism is today's philosophy, this book is its bible.
How many successful businesses provide the kind of unforgettable client experience that keeps customers coming back time after time and year after year? John DiJulius has built his award-winning business around a customer service approach that has earned comparisons to Disney, Nordstrom, and other legendary customer experience pioneers. In Secret Service DiJulius reveals how to develop behind-the-scenes systems that will enable your business to * develop a great corporate culture that shows in the dedication and passion of your front-line people * “go deeper” with your existing customers * turn complaints into positive experiences * make each customer feel welcome, comfortable, important, and understood.
DiJulius will teach you all the techniques that have catapulted his business to the top, making him one of the most sought-after service experts in America. By quantifying and examining each phase of the Customer Experience Cycle, Secret Service reveals clever, practical ideas that can be transformed into repeatable best practices in any organization and at every level. Packed with examples applicable to a wide range of industries, this book provides practical, realistic ways to reap the benefits of greater customer loyalty, exponentially expanded referral networks, lower employee turnover, and stronger bottom-line results.
Great customer service is a concept organizations love to be known for. Yet most people consider the service they receive to be average, at best. Successful companies make the connection between legendary customer service and a thriving business--they recognize that the way employees treat customers is directly related to the way managers treat employees.
Kelsey Young is an optimistic but disillusioned sales associate working her way through college. Her world opens up when one of her professors challenges her to create a culture of service at her workplace by putting the five components of Legendary Service into practice. Although Ferguson's, the store where Kelsey works, certainly isn't known for service excellence, Kelsey believes she can make a positive difference. She quickly learns that culture change isn't easy--and that her role as a frontline employee is more significant than she ever could have imagined.
In characteristic Blanchard style, Legendary Service: The Key Is to Care is a quick and entertaining read for people at all organizational levels in every industry. When applied, its lessons will have a profound impact on the service experience your customers will receive. Whether a CEO or a part-time employee, every person can make a difference--and customer service is everyone's job.
PRAISE FOR LEGENDARY SERVICE:
"Read this book and establish a service culture in your organization." -- Horst Schulze, Chairman/CEO, Capella Hotel Group
"Legendary Service has great learnings for people at all organizational levels: for executives and managers, the value of a service culture; and for frontline staff, the reality that they are the face of the company and can make a difference. Legendary service--it's everyone, always." -- Mark King, CEO and President, TaylorMade Golf
"Everything I know about service I learned from my career at Hilton Hotels, Marriott International, The Walt Disney Company, and Ken Blanchard. The One Minute Manager dramatically changed my thinking 32 years ago. Legendary Service will teach the next generation how to deliver sensational service. Buy it, study it, implement it." -- Lee Cockerell, Executive Vice President, Walt Disney World (Retired & Inspired), and author of Creating Magic and The Customer Rules
"Kathy Cuff and Vicki Halsey have created a fantastic customer service model called ICARE. When you add their voices to that of the master storyteller Ken Blanchard, you have a masterpiece entitled Legendary Service. It is a must-read for everyone who, like me, has a passion for service." -- Colleen Barrett, President Emeritus, Southwest Airlines, and coauthor of Lead with LUV
"Ken Blanchard has done it again and delivered the right book at the right time. Legendary Service provides the essentials of hospitality and servant leadership in a way that everyone can adopt--right now--today!" -- John Caparella, President and COO, The Venetian, The Palazzo, and Sands Expo
"Ken, Kathy, and Vicki show us how to change everyday service events into memorable experiences. Their book is a must-read for anyone unwilling to accept mediocrity." -- Leonardo Inghilleri, coauthor of Exceptional Service, Exceptional Profit
The book begins by tracing the historical development of emergency management from the 1800s to the present world of homeland security. It then discusses the hazards faced by emergency management and the methods of assessing hazard risk; the function of mitigation and the strategies and programs emergency management or other disciplines use to reduce the impact of disasters; and emergency management preparedness.
The book also covers the importance of communication in the emergency management of the twenty-first century; the functions and processes of disaster response; government and voluntary programs aimed at helping people and communities rebuild in the aftermath of a disaster; and international emergency management. It also addresses the impact of September 11, 2001 on traditional perceptions of emergency management; and emergency management in the post-9/11, post-Katrina environment.
* Expanded coverage of risk management * Enhanced coverage of disaster communications, including social networking sites like Twitter * More material on mitigation of disasters * Up-to-date information on the role of FEMA in the Obama administration
This instructional manual focuses on pin tumbler locks, the construction and function of which are illustrated with the aid of several diagrams. Everything from straightforward lock picking to quick-entry techniques like shimming, bumping, and bypassing are explained and shown. Guides and exercises demonstrate the use of basic lock-picking tools in order to manipulate and open these locks. The text also describes the most common "alternative" designs of pin tumbler locks and summarizes the tools and techniques that can be effective against them. It comes with a DVD filled with indispensable lock picking videos and color photos.
This book is an ideal reference for penetration testers, security consultants, and IT security professionals as well as hackers.Detailed photos make learning as easy as picking a lockDVD is filled with indispensible lock picking videos and color photosExtensive appendix details tools and toolkits currently available for all your lock picking needs
(7L) The Seven Levels of Communication tells the entertaining and educational story of Rick Masters, who is suffering from a down economy when he meets a mortgage professional who has built a successful business without advertising or personal promotion. Skeptical, he agrees to accompany her to a conference to learn more about her mysterious methods. Rick soon learns that the rewards for implementing these strategies are far greater than he had ever imagined. In seeking success, he finds significance. This heartwarming tale of Rick’s trials and triumphs describes the exact strategies that helped him evolve from the Ego Era to the Generosity Generation. This book is about so much more than referrals. This is about building a business that not only feeds your family, but also feeds your soul.
Picture your ideal customer: friendly, eager to meet, ready to coach you through the sale and champion your products and services across the organization. It turns out that’s the last person you need.
Most marketing and sales teams go after low-hanging fruit: buyers who are eager and have clearly articulated needs. That’s simply human nature; it’s much easier to build a relationship with someone who always makes time for you, engages with your content, and listens attentively. But according to brand-new CEB research—based on data from thousands of B2B marketers, sellers, and buyers around the world—the highest-performing teams focus their time on potential customers who are far more skeptical, far less interested in meeting, and ultimately agnostic as to who wins the deal. How could this be?
The authors of The Challenger Customer reveal that high-performing B2B teams grasp something that their average-performing peers don’t: Now that big, complex deals increasingly require consensus among a wide range of players across the organization, the limiting factor is rarely the salesperson’s inability to get an individual stakeholder to agree to a solution. More often it’s that the stakeholders inside the company can’t even agree with one another about what the problem is.
It turns out only a very specific type of customer stakeholder has the credibility, persuasive skill, and will to effectively challenge his or her colleagues to pursue anything more ambitious than the status quo. These customers get deals to the finish line far more often than friendlier stakeholders who seem so receptive at first. In other words, Challenger sellers do best when they target Challenger customers.
The Challenger Customer unveils research-based tools that will help you distinguish the "Talkers" from the "Mobilizers" in any organization. It also provides a blueprint for finding them, engaging them with disruptive insight, and equipping them to effectively challenge their own organization.
Mullins presents realistic, thorough, and up-to-date coverage of every DBA task, including creating database environments, data modeling, normalization, design, performance, data integrity, compliance, governance, security, backup/recovery, disaster planning, data and storage management, data movement/distribution, data warehousing, connectivity, metadata, tools, and more.
This edition adds new coverage of “Big Data,” database appliances, cloud computing, and NoSQL. Mullins includes an entirely new chapter on the DBA’s role in regulatory compliance, with substantial new material on data breaches, auditing, encryption, retention, and metadata management. You’ll also find an all-new glossary, plus up-to-the-minute DBA rules of thumb.
Master Data Management equips you with a deeply practical, business-focused way of thinking about MDM—an understanding that will greatly enhance your ability to communicate with stakeholders and win their support. Moreover, it will help you deserve their support: you’ll master all the details involved in planning and executing an MDM project that leads to measurable improvements in business productivity and effectiveness.
* Presents a comprehensive roadmap that you can adapt to any MDM project.
* Emphasizes the critical goal of maintaining and improving data quality.
* Provides guidelines for determining which data to “master.
* Examines special issues relating to master data metadata.
* Considers a range of MDM architectural styles.
* Covers the synchronization of master data across the application infrastructure.
"There are three pillars of enchantment: likability, trustworthiness, and quality. The Apple experience is the best modern-day example of all three pillars. Carmine's book will help you understand and implement the same kind of world-class experience."
--Guy Kawasaki, author of Enchantment and former chief evangelist of Apple
"Carmine Gallo explains beautifully and simply just what makes the Apple retail experience so successful. No matter what kind of business you are in, there are insanely valuable lessons in this book!"
--Garr Reynolds, author of Presentation Zen and The Naked Presenter
"At its core, this book is not about Apple. It's about delivering the best experience possible." --Tony Hsieh, New York Times bestselling author of Delivering Happiness and CEO of Zappos.com, Inc.
"An exciting resource for any business owner in any country who wants to reimagine the customer experience."
--Loic Le Meur, CEO, LeWeb
"Why can't other retail experiences be as great as an Apple store's? Not only does Carmine Gallo answer that question brilliantly, but he shows precisely how to make sure your customers never ask it about your business."
--Matthew E. May, author of In Pursuit of Elegance and The Laws of Subtraction
"Carmine Gallo gets to the magic of Steve Jobs: Touching people's lives. This simple, yet delightful vision should be at the heart of every retail interaction in the world today."
--Peter Steinlauf, Chairman, Edmunds.com
"This magnificent collection of insights illuminates the way for anyone who wants to create a truly great experience, whether in retail, service, or software. "
--Dan Roam, author of The Back of the Napkin and Blah Blah Blah
Reinvent your business to deliver Apple-like customer satisfaction and profits
In The Apple Experience, internationally bestselling author Carmine Gallo details the principles and practices behind this total commitment to the customer and explains how your brand can achieve outstanding results by delivering this same high standard of service.
Carmine Gallo interviewed professionals at all levels who have studied Apple, and he spent hundreds of hours observing the selling floor in Apple’s retail space and learning about Apple’s vision and philosophy. Using insights and data from these sources, he breaks down Apple’s customercentric model to provide an action plan with three distinct areas of focus:Inspire Your Internal Customer with training, support, and communications that create a “feedback loop” for improving performance at every level Serve Your External Customer with irresistible brand stories and dedicated salespeople who embody the APPLE five steps of service-- Approach, Probe, Present, Listen, End with a fond farewell Set the Stage by ensuring that no element is overlooked in creating an immersive retail environment where customers can see, touch, and learn about your products
With The Apple Experience, you can improve the return on your investment in retail by adding real value to every customer interaction. Better still, any business that deals with people--employees or customers--can adopt the techniques to achieve Apple-like market dominance by enriching lives, building loyalty, and reimagining the customer experience.-
A social media expert with global experience with many of the world's biggest brands -including Nike, Toyota and Motorola-Simon Mainwaring offers a visionary new practice in which brands leverage social media to earn consumer goodwill, loyalty and profit, while creating a third pillar of sustainable social change through conscious contributions from customer purchases. These innovative private sector partnerships answer perhaps the most pressing issue facing business and thought leaders today: how to practice capitalism in a way that satisfies the need for both profit and a healthy, sustainable planet. Mainwaring provides case studies from companies such as P&G, Walmart, Starbucks, Pepsi, Coca-Cola, Toyota, Nike, Whole Foods, Patagonia, and Nestlé as well as a bold plan for how corporations need to rethink their strategies.
When it comes to refined service and exquisite hospitality, one name stands high above the rest: The Ritz-Carlton Hotel Company. With ceaseless attention to every luxurious detail, the company has set the bar for creating memorable customer experiences in world-class settings. Now, for the first time, the leadership secrets behind the company's extraordinary success are revealed.
The New Gold Standard takes you on an exclusive tour behind the scenes of The Ritz-Carlton Hotel Company. Granted unprecedented access to the company's executives, staff, and its award-winning Leadership Center training facilities, bestselling author Joseph Michelli explored every level of leadership within the organization. He emerged with the key principles leaders at any company can use to provide a customer experience unlike any other, such as:Understanding the ever-evolving needs of customers Empowering employees by treating them with the utmost respect Anticipating customers' unexpressed needs and concerns Developing and conducting an unsurpassed training regimen
Sharing engaging stories from the company's employees--from the corporate office and hotels around the globe--Michelli describes the innovative methods the company uses to create peerless guest experiences and explains how it constantly hones and improves them.
The New Gold Standard weaves practical how-to advice, proven leadership tools, and the wisdom of experts to help you create and embed superior customer-service principles, processes, and practices in your own organization.
Companies moving toward flexible SOA architectures often face difficult information management and integration challenges. The master data they rely on is often stored and managed in ways that are redundant, inconsistent, inaccessible, non-standardized, and poorly governed. Using Master Data Management (MDM), organizations can regain control of their master data, improve corresponding business processes, and maximize its value in SOA environments.
Enterprise Master Data Management provides an authoritative, vendor-independent MDM technical reference for practitioners: architects, technical analysts, consultants, solution designers, and senior IT decisionmakers. Written by the IBM® data management innovators who are pioneering MDM, this book systematically introduces MDM’s key concepts and technical themes, explains its business case, and illuminates how it interrelates with and enables SOA.
Drawing on their experience with cutting-edge projects, the authors introduce MDM patterns, blueprints, solutions, and best practices published nowhere else—everything you need to establish a consistent, manageable set of master data, and use it for competitive advantage.
How MDM and SOA complement each other Using the MDM Reference Architecture to position and design MDM solutions within an enterprise Assessing the value and risks to master data and applying the right security controls Using PIM-MDM and CDI-MDM Solution Blueprints to address industry-specific information management challenges Explaining MDM patterns as enablers to accelerate consistent MDM deployments Incorporating MDM solutions into existing IT landscapes via MDM Integration Blueprints Leveraging master data as an enterprise asset—bringing people, processes, and technology together with MDM and data governance Best practices in MDM deployment, including data warehouse and SAP integration
Jim Whitehurst, CEO of Red Hat, one of the world’s most revolutionary companies, shows how open principles of management—based on transparency, participation, and community—reinvent the organization for the fast-paced connected era. Whitehurst gives readers an insider’s look into how an open and innovative organizational model works. He shows how to leverage it to build community, respond quickly to opportunities, harness resources and talent both inside and outside the organization, and inspire, motivate, and empower people at all levels to act with accountability.
The Open Organization is a must-read for leaders struggling to adapt their management practices to the values of the digital and social age. Brimming with Whitehurst’s personal stories and candid advice for leading an open organization, as well as with instructive examples from employees and managers at Red Hat and companies such as Google, The Body Shop, and Whole Foods, this book provides the blueprint for reinventing your organization.
Fish! Tales focuses on diverse companies, such as a bustling Sprint regional customer service center, a quiet neuro-surgical unit at a major hospital, and a brilliant car dealership. It features dozens of short takesquick and easy ways to apply the Fish! philosophy right now. And it includes a detailed program with specific steps and action plans.
Essential SharePoint® 2010 approaches Microsoft SharePoint Server 2010 from a strict business value perspective, explaining exactly how to plan and implement SharePoint solutions to achieve superior business results.
The authors are leading enterprise SharePoint consultants and draw on their unsurpassed experience to focus on the SharePoint features that offer the most real-world value. You’ll find practical advice about how to succeed with knowledge management, business intelligence, and process improvement, and how to derive value from new innovations such as social tagging and mashups.
The book includes comprehensive, “in the trenches” guidance on planning, architecture, governance, training, and other key issues most SharePoint books ignore. The authors identify success factors, intangibles, and “gotchas,” helping you systematically reduce project risk and time-to-value ratio. Learn how toCustomize your best portal or collaboration strategy Sustain a portal for continual, measurable value Leverage the new community and social features in SharePoint 2010 Succeed with enterprise content management Streamline business processes with Workflow and Forms Choose the right roles for Web collaboration, search, and Microsoft Office Plan for secure external collaboration Migrate smoothly from SharePoint 2007 Train and communicate for a successful launch
Whether you’re a business leader, IT manager, architect, analyst, developer, or consultant, this book will help you tightly align SharePoint projects with business strategy to deliver outstanding results.
Develop and manage a multinational career and become a leader in the hospitality industry
Maximize profits from franchise agreements, management contracts, and leases
Understand and predict customer choices, and motivate your staff to provide outstanding service
Manage hospitality businesses and the real estate underlying the businesses
Control costs, coordinate branding strategy, and manage operations across multiple locations
Here is the 200,000-copy staple, praised by Warren Buffett as "a gem ... I wish everyone at Berkshire would follow [Jack Mitchell's] advice--we would own the world."
If you want to put your arms around your business and bottom line, you'll want all the updated information and practices found in the landmark business bestseller, Hug Your Customers. The only way to stay in business is to have customers; the only way to increase your profit is to attract more customer visits by providing exceptional customer service. It's that simple says Jack Mitchell. Hug Your Customers shares the hands-on practical philosophy that has allowed Mitchell and his Family of Stores to thrive and excel in today's challenging retail marketplace. Filled with accessible advice, personal case studies and tips any businessperson can use, Hug Your Customers is an energizing blueprint for customer and employee retention, increased per capita spending, and groundbreaking success.
But how does one exactly do data science? Do you have to hire one of these priests of the dark arts, the "data scientist," to extract this gold from your data? Nope.
Data science is little more than using straight-forward steps to process raw data into actionable insight. And in Data Smart, author and data scientist John Foreman will show you how that's done within the familiar environment of a spreadsheet.
Why a spreadsheet? It's comfortable! You get to look at the data every step of the way, building confidence as you learn the tricks of the trade. Plus, spreadsheets are a vendor-neutral place to learn data science without the hype.
But don't let the Excel sheets fool you. This is a book for those serious about learning the analytic techniques, the math and the magic, behind big data.
Each chapter will cover a different technique in a spreadsheet so you can follow along:Mathematical optimization, including non-linear programming and genetic algorithms Clustering via k-means, spherical k-means, and graph modularity Data mining in graphs, such as outlier detection Supervised AI through logistic regression, ensemble models, and bag-of-words models Forecasting, seasonal adjustments, and prediction intervals through monte carlo simulation Moving from spreadsheets into the R programming language
You get your hands dirty as you work alongside John through each technique. But never fear, the topics are readily applicable and the author laces humor throughout. You'll even learn what a dead squirrel has to do with optimization modeling, which you no doubt are dying to know.
The book takes you step-by-step through the analysis of case law as it applies to situations commonly faced by security practitioners. It describes the legal requirements faced by security firms and emphasizes the liability problems common to security operations, including negligence and tortious liability, civil actions frequently litigated, and strategies to avoid legal actions that affect business efficiency. It also examines the constitutional and due-process dimensions of private security both domestically and internationally, including recent cases and trends that are likely to intensify in the future. New features of this edition include: a chapter on the legal implications of private contractors operating in war zones like Afghanistan; updated coverage of statutory authority, as well as state and federal processes of oversight and licensure; and special analysis of public-private cooperative relationships in law enforcement. A historical background helps readers understand the present by seeing the full context of recent developments.
This book will appeal to: students in physical security, security management, and criminal justice programs in traditional and for-profit schools; security professionals; and those working in law enforcement.Authoritative, scholarly treatise sheds light on this increasingly important area of the lawHistorical background helps readers understand the present by seeing the full context of recent developmentsNational scope provides crucial parameters to security practitioners throughout the USNEW TO THIS EDITION! A chapter on the legal implications of private contractors operating in war zones like Afghanistan, updated coverage of statutory authority, updated coverage of state and federal processes of oversight and licensure, special analysis of public-private cooperative relationships in law enforcement
This major new edition features many topics not covered in the original, including graphical models, random forests, ensemble methods, least angle regression & path algorithms for the lasso, non-negative matrix factorization, and spectral clustering. There is also a chapter on methods for ``wide'' data (p bigger than n), including multiple testing and false discovery rates.
Trevor Hastie, Robert Tibshirani, and Jerome Friedman are professors of statistics at Stanford University. They are prominent researchers in this area: Hastie and Tibshirani developed generalized additive models and wrote a popular book of that title. Hastie co-developed much of the statistical modeling software and environment in R/S-PLUS and invented principal curves and surfaces. Tibshirani proposed the lasso and is co-author of the very successful An Introduction to the Bootstrap. Friedman is the co-inventor of many data-mining tools including CART, MARS, projection pursuit and gradient boosting.
Lopp's straight-from-the-hip style is unlike any other writer on management. He pulls no punches and tells stories he probably shouldn't. But they are massively instructive and cut to the heart of the matter whether it's dealing with your boss, handling a slacker, hiring top guns, or seeing a knotty project through to completion.
This second editions expands on the management essentials. It will explain why we hate meetings, but must have them, it carefully documents the right way to have a 1-on-1, and it documents the perils of not listening to your team.
Writing code is easy. Managing humans is not. You need a book to help you do it, and this is it.
Implementations, as well as interesting, real-world examples of each data structure and algorithm, are included.
Using both a programming style and a writing style that are exceptionally clean, Kyle Loudon shows you how to use such essential data structures as lists, stacks, queues, sets, trees, heaps, priority queues, and graphs. He explains how to use algorithms for sorting, searching, numerical analysis, data compression, data encryption, common graph problems, and computational geometry. And he describes the relative efficiency of all implementations. The compression and encryption chapters not only give you working code for reasonably efficient solutions, they offer explanations of concepts in an approachable manner for people who never have had the time or expertise to study them in depth.
Anyone with a basic understanding of the C language can use this book. In order to provide maintainable and extendible code, an extra level of abstraction (such as pointers to functions) is used in examples where appropriate. Understanding that these techniques may be unfamiliar to some programmers, Loudon explains them clearly in the introductory chapters.
Contents include:PointersRecursionAnalysis of algorithmsData structures (lists, stacks, queues, sets, hash tables, trees, heaps, priority queues, graphs)Sorting and searchingNumerical methodsData compressionData encryptionGraph algorithmsGeometric algorithms
Shanahan's aim is not to make predictions but rather to investigate a range of scenarios. Whether we believe that singularity is near or far, likely or impossible, apocalypse or utopia, the very idea raises crucial philosophical and pragmatic questions, forcing us to think seriously about what we want as a species.
Shanahan describes technological advances in AI, both biologically inspired and engineered from scratch. Once human-level AI -- theoretically possible, but difficult to accomplish -- has been achieved, he explains, the transition to superintelligent AI could be very rapid. Shanahan considers what the existence of superintelligent machines could mean for such matters as personhood, responsibility, rights, and identity. Some superhuman AI agents might be created to benefit humankind; some might go rogue. (Is Siri the template, or HAL?) The singularity presents both an existential threat to humanity and an existential opportunity for humanity to transcend its limitations. Shanahan makes it clear that we need to imagine both possibilities if we want to bring about the better outcome.
Covering cloud computing from what the business leader needs to know, this book describes how IT can nimbly ramp up revenue initiatives, positively impact business operations and costs, and how this allows business leaders to shed worry about technology so they can focus on their business. It also reveals the cloud's effect on corporate organization structures, the evolution of traditional IT in the global economy, potential benefits and risks of cloud models and most importantly, how the IT function is being rethought by companies today who are making room for the coming tidal wave that is cloud computing.Why IT and business thinking must change to capture the full potential of cloud computing Topics including emerging cloud solutions, data security, service reliability, the new role of IT and new business organization structures Other titles by Hugos include: Business Agility: Sustainable Prosperity in a Relentlessly Competitive World and Essentials of Supply Chain Management, 2nd Edition
Practical and timely, this book reveals why it's worth every company's time and effort to exploit cloud computing's potential for their business's survival and success.
Closing the sale is where most people balk, feel uncomfortable or even stall. They just can't bring themselves to ask someone for money -- even when the person will receive incredible benefits in exchange for that money. Even worse, people ask for the sale and when the buyer doesn't immediately jump at it, they change the subject and stop the sale themselves.
Don't let this happen to you. When done properly, the move into closing the sale is smooth as silk. And when you handle the close as Tom Hopkins teaches you, you'll walk away with more business than you thought you could ever get.
Knowledge builds competence and confidence. Become a more confident (and more successful) salesperson. Get started by reading and implementing the strategies in this book. It'll be the best return on your money you've ever gotten!
Implementing an enterprise-wide Configuration Management Database (CMDB) is one of the most influential actions an IT organization can take to improve service delivery and bridge the gap between technology and the business. With a well-designed CMDB in place, companies are better positioned to manage and optimize IT infrastructure, applications, and services; automate more IT management tasks; and restrain burgeoning costs. Now, there’s an objective, vendor-independent guide to making a CMDB work in your organization. The CMDB Imperative presents a start-to-finish implementation methodology that works and describes how the CMDB is shifting to the superior Configuration Management System (CMS).
Expert CMDB industry analyst Glenn O’Donnell and leading-edge architect and practitioner Carlos Casanova first review the drivers behind a CMDB and the technical, economic, cultural, and political obstacles to success. Drawing on the experiences of hundreds of organizations, they present indispensable guidance on architecting and customizing CMDB solutions to your specific environment. They’ll guide you through planning, implementation, transitioning into production, day-to-day operation and maintenance, and much more. Coverage includes
Defining the tasks and activities associated with configuration management Understanding the CMDB’s role in ITIL and the relationship between CMDBs and ITIL v3’s CMS Building software models that accurately represent each entity in your IT environment Ensuring information accuracy via change management and automated discovery Understanding the state of the CMDB market and selling the CMDB within your organization Creating federated CMDB architectures that successfully balance autonomy with centralized control Planning a deployment strategy that sets appropriate priorities and reflects a realistic view of your organization’s maturity Integrating systems and leveraging established and emerging standards Previewing the future of the CMDB/CMS and how it will be impacted by key trends such as virtualization, SOA, mobility, convergence, and “flexi-sourcing”
• Construct and interpret statistical charts and tables with Excel or OpenOffice.org Calc 3
• Work with mean, median, mode, standard deviation, Z scores, skewness, and other descriptive statistics
• Use probability and probability distributions
• Work with sampling distributions and confidence intervals
• Test hypotheses with Z, t, chi-square, ANOVA, and other techniques
• Perform powerful regression analysis and modeling
• Use multiple regression to develop models that contain several independent variables
• Master specific statistical techniques for quality and Six Sigma programs
About the Web Site
Download practice files, templates, data sets, and sample spreadsheet models—including ready-to-use solutions for your own work! www.ftpress.com/youcanlearnstatistics2e
Today, number crunching affects your life in ways you might never imagine. In this lively and groundbreaking new book, economist Ian Ayres shows how today's best and brightest organizations are analyzing massive databases at lightening speed to provide greater insights into human behavior. They are the Super Crunchers. From internet sites like Google and Amazon that know your tastes better than you do, to a physician's diagnosis and your child's education, to boardrooms and government agencies, this new breed of decision makers are calling the shots. And they are delivering staggeringly accurate results. How can a football coach evaluate a player without ever seeing him play? Want to know whether the price of an airline ticket will go up or down before you buy? How can a formula outpredict wine experts in determining the best vintages? Super crunchers have the answers. In this brave new world of equation versus expertise, Ayres shows us the benefits and risks, who loses and who wins, and how super crunching can be used to help, not manipulate us.
Gone are the days of solely relying on intuition to make decisions. No businessperson, consumer, or student who wants to stay ahead of the curve should make another keystroke without reading Super Crunchers.
From the Hardcover edition.
When the term “big data” first came on the scene, bestselling author Tom Davenport (Competing on Analytics, Analytics at Work) thought it was just another example of technology hype. But his research in the years that followed changed his mind.
Now, in clear, conversational language, Davenport explains what big data means—and why everyone in business needs to know about it. Big Data at Work covers all the bases: what big data means from a technical, consumer, and management perspective; what its opportunities and costs are; where it can have real business impact; and which aspects of this hot topic have been oversold.
This book will help you understand:
• Why big data is important to you and your organization
• What technology you need to manage it
• How big data could change your job, your company, and your industry
• How to hire, rent, or develop the kinds of people who make big data work
• The key success factors in implementing any big data project
• How big data is leading to a new approach to managing analytics
With dozens of company examples, including UPS, GE, Amazon, United Healthcare, Citigroup, and many others, this book will help you seize all opportunities—from improving decisions, products, and services to strengthening customer relationships. It will show you how to put big data to work in your own organization so that you too can harness the power of this ever-evolving new resource.
If you need the best practices and ideas for making your customers loyal and profitable--but don't have time to find them--this book is for you. Here are nine inspiring and useful perspectives, all in one place.
This collection of HBR articles will help you:
- Turn angry customers into loyal advocates
- Get more people to recommend you
- Boost customer satisfaction by satisfying your employees
- Focus on profitable customers--whether they're loyal or not
- Invest in the right CRM technology for your business
- Mine customer data for more effective marketing
- Increase your customers' lifetime value
Drawing on years of experience consulting with the top customer service companies around the world and in his role building his first business, John Robert’s Spa, into one of the top 20 salons in the US, DiJulius will show you exactly how to create your very own Customer service revolution and make price irrelevant.
Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top ten customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction. Through revealing stories from Ace’s over-the-top work with customers, Shep explores the five tactical areas of customer amazement: leadership, culture, one-on-one, competitive edge, and community.
Delivering amazing service requires everyone in your organization to step up and be a leader. It doesn’t take a title. It takes the right set of tools and principles. To help you empower employees at all levels, Shep brings the content to a deeply practical level. His 52 Amazement Tools—like “Ask the extra question” and “Focus on the customer, not the money”—are simple, clear, useful for almost anybody, and supported with compelling research and stories.
Between these covers, you will find the tools and tactics you need to transform your company into a seriously customer-focused operation that will amaze every customer every time.
Taking an integrative view that promotes teamwork across corporate functions and responsibilities, the book contains dozens of charts, diagrams, and actual Excel® screenshots to reinforce the practical applications of every topic it covers. The first two sections— Financial Statements and Cash Budgeting— explain how to use spreadsheets for:Preparing income statements, balance sheets, and cash flow statements Performing vertical and horizontal analyses of financial statements Determining financial ratios and analyzing their trends and significance Combining quantitative and judgmental techniques to improve forecasts of sales revenues and customer demands Calculating and applying the time value of money Managing inventories, safety stocks, and the allocation of resources
The third and final section—Capital Budgeting— covers capital structure, the cost of capital, and leverage; the basics of capital budgeting, including taxes and depreciation; applications, such as new facilities, equipment replacement, process improvement, leasing versus buying, and nonresidential real estate; and risk analysis of capital budgets and the potential impacts of unforeseen events.
Corporate Financial Analysis with Microsoft® Excel® takes a broad view of financial functions and responsibilities in relation to those of other functional parts of modern corporations, and it demonstrates how to use spreadsheets to integrate and coordinate them. It provides many insightful examples and case studies of real corporations, including Wal- Mart, Sun Microsystems, Nike, H. J. Heinz, Dell, Microsoft, Apple Computer, and IBM.
Corporate Financial Analysis with Microsoft® Excel® is the ideal tool for managing your firm’s short-term operations and long-term capital investments.