Service design is the activity of utilizing resources and people to build and sustain services that not only meet customers' needs, but also add that little bit of magic or true competitive advantage. In an overcrowded marketplace there is often little opportunity to break away from the pack and influence customer perceptions; Customer-Driven Transformation demonstrates how to use design thinking as a driver for organizational change to translate your vision into ...

What's the secret to sales success? If you're like most business leaders, you'd say it's fundamentally about relationships-and you'd be wrong. The best salespeople don't just build relationships with customers. They challenge them.The need to understand what top-performing reps are doing that their average performing colleagues are not drove Matthew Dixon, Brent Adamson, and their colleagues at Corporate Executive Board to investigate the skills, behaviors, knowled...

#1 NEW YORK TIMES BESTSELLER • More than two million copies in print! The premier resource for how to deliver results in an uncertain world, whether you’re running an entire company or in your first management job.“A must-read for anyone who cares about business.”—The New York TimesWhen Execution was first published, it changed the way we did our jobs by focusing on the critical importance of “the discipline of ex...

In 2014 when Tim Wiegel was introduced to the concept of Obeya, pieces of a puzzle started falling into place. The Obeya (Japanese for ‘big room’) is a physical space where visual management is used to align operational teams and leadership in their efforts to translate strategy into meaningful day-to-day work and results. Toyota started using Obeya during the development of the Prius in the 90’s. Both the car itself and the way it was developed were a huge success from a project managemen...

The Right Phrase for Every Situation . . . Every TimeCommunication is the single most important skill for excelling as a manager. What you say and how you say it sets the tone for your department and your entire organization.Perfect Phrases for Managers and Supervisors, second edition, has been completely revised to help you communicate in today’s workplace, where collaboration, cooperation, and personalization are critical to building an efficient...

One book for the entire journey: How to digitally transform your organizationInnovation in the face of major external change is critical for any organization's success, but attempting to do so often leads to more questions than actions: Where do you start? How do you get the right resources? How should work be implemented? What data should you measure?For the first time, these questions are answered in a single book that covers the end-to-end execution of d...

THE RIGHT PHRASE FOR EVERY SITUATION . . . EVERY TIME DON'T MISS THESE OTHER BOOKS IN THE PERFECT PHRASES SERIESHow do you get face time with someone who doesn't accept sales calls? What is the best way to present the value of your offering? How do you handle price objections? Answer: You need to speak the right language.This fully revised second edition of the popular Perfect Phrases for the Sales Call provides an arsenal of persuasive language and word-for-word...

THE NEW AND UPDATED EDITION OF THE CLASSIC WORK ON DISRUPTIVE HR. THE WAY WE WORK IS CHANGING FAST, AND TRADITIONAL HR IS NO LONGER FIT FOR PURPOSE.Equipping our organizations to meet today’s demands requires something very different. This book provides HR professionals with:a compelling case for changing HRpractical people solutions for a disrupted worldstrategies to make the changes they needways to equip HR with the right capabilities ...

The award-winning Q&A guide on management from the authors of The Big Book of HR.2020 Winner, Next Generation Indie Book Award in the Career CategoryCongratulations, you're a manager! Now what?Of course, you have expertise in the field you're managing—but there's so much more to know, and your responsibilities can become overwhelming at times. A management career means continuous learning: encountering new situations, solving new prob...

The Right Phrase for Every Situation…Every TimeWhether you're a project manager, department head, or CEO, you have to choose the perfect words to inspire real teamwork. This quick-reference guide addresses all the issues you could possibly encounter working with a team-offering hundreds of ready-to-use phrases for every situation. From managing interpersonal conflicts to motivating an entire company, you'll find the exact words you need to:Get people ...

THE RIGHT PHRASE FOR EVERY SITUATION . . . EVERY TIMEWith more and more employees working offsite, effective communication among remote team members is absolutely critical. Perfect Phrases for Virtual Teamwork provides hundreds of ready-to-use phrases that will ensure your virtual teams collaborate as effectively as the most cohesive face-to-face team. Learn the most effective language for:Defining and aligning team culturePersonali...

The companion follow-up to one of the bestselling Six Sigma books ever publishedAn alarming number of Six Sigma projects are failing--not because of misuse of Six Sigma's statistical tools but because of internal politics and poor communication between team members and the rest of the organization.The Rath & Strong's Six Sigma Team Pocket Guide helps team leaders and members reverse this trend, explaining the interpersonal and political skills need...