Leadership and the customer revolution: the messy, unpredictable, and inescapably human challenge of making the rhetoric of change a reality
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | Undetermined |
| Veröffentlicht: |
New York, NY <<[u.a.]>>
VanNostrand Reinhold
1995
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| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XVIII, 290 S. |
| ISBN: | 0442018525 |
Internformat
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| 245 | 1 | 0 | |a Leadership and the customer revolution |b the messy, unpredictable, and inescapably human challenge of making the rhetoric of change a reality |c Gary Heil ; Tom Parker ; Rick Tate |
| 264 | 1 | |a New York, NY <<[u.a.]>> |b VanNostrand Reinhold |c 1995 | |
| 300 | |a XVIII, 290 S. | ||
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| 700 | 1 | |a Parker, Thomas Trebitsch |e Sonstige |4 oth | |
| 700 | 1 | |a Tate, Rick |e Sonstige |4 oth | |
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Datensatz im Suchindex
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| adam_text | Contents
Foreword: New Year s Eve Every Night of the Year by Art Levitt ix
Preface: Leader as Pragmatist or Visionary? xiii
PART 1 LEADER AS REVOLUTIONARY
1 Leader as Revolutionary 3
PART 2 LEADER AS SYSTEM ARCHITECT
2 Leader as System Architect 15
3 The System Challenges 31
• Challenge 1: Strategically Planned Unreasonableness:
Building a Constituency for Change 31
vi Contents
• Challenge 2: By What Method? : Learning to
Learn 39
• Challenge 3: Rethinking Our Thinking: Building a
Foundation for Systematic Improvement 54
• Challenge 4: Managing the Gap: Sharing a Vision, Values,
and Sense of Reality 61
• Challenge 5: Information: Changing the Need to Know
to the Right to Know 81
• Challenge 6: Capturing the Advantages of Diversity:
Learning to Love the Weird 92
• Challenge 7: Competitively Disadvantaged: Building
Cooperation Instead of Internal Competition 101
• Challenge 8: Winning with Teamwork 112
• Challenge 9: Performance Appraisal or Development: The
Need to Choose 121
PART 3 LEADER AS CUSTOMER ADVOCATE
4 Leader as Customer Advocate 137
5 The Customer Advocate Challenges 149
• Challenge 10: Making Flexibility a Source of Competitive
Advantage: One Size Does Not Fit All or Even a Few 149
• Challenge 11: Making Delighting Customers Company
Policy 155
• Challenge 12: Becoming Customer-Focused:
Re-Engineering the Process from the Customer s Point
of View 165
• Challenge 13: Making Continuous Process Improvement
Everyone s Job 272
• Challenge 14: Making Proactive Recovery a Strategic
Issue 2 76
• Challenge 15: Create a Real-Time, Universally
Accessible, Decentralized, Centralized Customer
Information System 284
Contents vii
PART 4 LEADER OF PEOPLE
6 Leader of People: 195
7 The Challenges of Creating an Intrinsically Motivating
Environment 219
• Challenge 16: Sharing a Cause Worthy of
Commitment 219
• Challenge 17: Beyond Empowerment: Ensuring a
Challenging Role, Meaningful Responsibility, and the
Ability to Succeed 223
• Challenge 18: Building Organizational DNA: A
Framework for Managing Risk Effectively 243
• Challenge 19: Abolishing the Corporate Caste
System 247
• Challenge 20: Developing a Persistent, Obsessive,
Optimistic Environment 252
EPILOGUE LEADER AS HERO
8 Leader as Hero 259
Acknowledgments 263
Sources 267
Index 275
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| spelling | Heil, Gary Verfasser aut Leadership and the customer revolution the messy, unpredictable, and inescapably human challenge of making the rhetoric of change a reality Gary Heil ; Tom Parker ; Rick Tate New York, NY <<[u.a.]>> VanNostrand Reinhold 1995 XVIII, 290 S. txt rdacontent n rdamedia nc rdacarrier Parker, Thomas Trebitsch Sonstige oth Tate, Rick Sonstige oth HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=021733426&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Heil, Gary Leadership and the customer revolution the messy, unpredictable, and inescapably human challenge of making the rhetoric of change a reality |
| title | Leadership and the customer revolution the messy, unpredictable, and inescapably human challenge of making the rhetoric of change a reality |
| title_auth | Leadership and the customer revolution the messy, unpredictable, and inescapably human challenge of making the rhetoric of change a reality |
| title_exact_search | Leadership and the customer revolution the messy, unpredictable, and inescapably human challenge of making the rhetoric of change a reality |
| title_full | Leadership and the customer revolution the messy, unpredictable, and inescapably human challenge of making the rhetoric of change a reality Gary Heil ; Tom Parker ; Rick Tate |
| title_fullStr | Leadership and the customer revolution the messy, unpredictable, and inescapably human challenge of making the rhetoric of change a reality Gary Heil ; Tom Parker ; Rick Tate |
| title_full_unstemmed | Leadership and the customer revolution the messy, unpredictable, and inescapably human challenge of making the rhetoric of change a reality Gary Heil ; Tom Parker ; Rick Tate |
| title_short | Leadership and the customer revolution |
| title_sort | leadership and the customer revolution the messy unpredictable and inescapably human challenge of making the rhetoric of change a reality |
| title_sub | the messy, unpredictable, and inescapably human challenge of making the rhetoric of change a reality |
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