Putting Customers First '95
Author | : National Performance Review (U.S.) |
Publisher | : |
Total Pages | : 236 |
Release | : 1995 |
Genre | : Business & Economics |
ISBN | : |
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Author | : National Performance Review (U.S.) |
Publisher | : |
Total Pages | : 236 |
Release | : 1995 |
Genre | : Business & Economics |
ISBN | : |
Author | : Vineet Nayar |
Publisher | : Harvard Business Press |
Total Pages | : 210 |
Release | : 2010 |
Genre | : Business & Economics |
ISBN | : 1422139069 |
Imagine a management philosophy based not upon serving a company's customers, but on serving the company's employees. Vineet Nayar, CEO of HCL Technologies in India, has put such a philosophy into practice with remarkable results. His "employee first, customer second" mantra has been recognized globally as an example of organizational innovation, and was deemed a "new and radical management philosophy" ripe for the picking in the Western world by Business Week. In this book, Nayar himself describes his blunt refusal to treat the flesh and blood of HCL--its people--as "human resource" or as "intellectual capital" or even as an asset like all its other assets-and how his unique perspective led to an holistic transformation of his organization. By putting employees on top of the organizational pyramid, he argues, your company can fully realize the value created in the interface between customers and employees. This book leads managers and executives through the five core aspects of Nayar's approach, demonstrating how to create a sense of urgency, overhaul incentives and reporting structures, foster transparency in communications and feedback, provide platforms for achievement and personal growth, and finally recognize the potential of every individual in the organization. The "Employee First" philosophy should be the fulcrum of the transformation journey of any organization.
Author | : |
Publisher | : |
Total Pages | : 36 |
Release | : 1995 |
Genre | : Customer services |
ISBN | : |
Author | : National Performance Review (U.S.) |
Publisher | : |
Total Pages | : 32 |
Release | : 1997 |
Genre | : Administrative agencies |
ISBN | : |
Author | : National Performance Review (U.S.) |
Publisher | : |
Total Pages | : 28 |
Release | : 1997 |
Genre | : Administrative agencies |
ISBN | : |
Author | : Frances X. Frei |
Publisher | : Harvard Business Press |
Total Pages | : 262 |
Release | : 2012 |
Genre | : Customer relations |
ISBN | : 1422133311 |
Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems.
Author | : Andy Bruce |
Publisher | : Penguin |
Total Pages | : 132 |
Release | : 2002-09-09 |
Genre | : Business & Economics |
ISBN | : 0756662710 |
DK's best-selling Essential Managers series are ideal for managers at every level. These compact references demonstrate the techniques and skills that are useful in any work environment, making this series the most accessible single-subject business guides on the market.
Author | : |
Publisher | : |
Total Pages | : 120 |
Release | : 2004 |
Genre | : |
ISBN | : |
Author | : Andy Bruce |
Publisher | : Dorling Kindersley Ltd |
Total Pages | : 130 |
Release | : 2009-07-01 |
Genre | : Business & Economics |
ISBN | : 1405352337 |
Focus your organisation on customers and form successful working partnerships with clients.
Author | : Harley Manning |
Publisher | : Houghton Mifflin Harcourt |
Total Pages | : 275 |
Release | : 2012 |
Genre | : Business & Economics |
ISBN | : 0547913982 |
For readers of "Delivering Happiness" and "The New Gold Standard"--a revolutionary approach to understanding and mastering the customer experience from Forrester Research.