Make customer-centricity tangible, sustainable, and real by implementing structural and systemic changes to the DNA of your company.Businesses need to do more than sell to customers—they need to help them live their best lives. This superior experience is what customers expect and deserve from companies and it’s possible to deliver just that with the framework provided in The Customer Excellence Enterprise: A Playbook for Creating Customers for Life. An en...

Businesses need to do more than sell to customers—they need to help them live their best lives. This superior experience is what customers expect and deserve from companies, and it's possible to deliver just that with the framework provided in The Customer Excellence Enterprise: A Playbook for Creating Customers for Life. An enlightening and pragmatic guide, The Customer Excellence Enterprise is for everyone who needs to elevate the customer experience to a fundamental re...

Offering a practical way to generate effective and efficient project-specific system architecture engineering methods, this volume addresses the entire range of systems architecture including hardware, software, subsystems, and systems of systems. It defines a set of architectural roles and teams and provides a repository of reusable architectural engineering process components to develop high-quality system architectures. It examines a cohesive set of tailorable tasks and components steps...

In their first book, Ten Rules for Strategic Innovators, the authors provided a better model for executing disruptive innovation. They laid out a three-part plan for launching high-risk/high-reward innovation efforts: (1) borrow assets from the existing firms, (2) unlearn and unload certain processes and systems that do not serve the new entity, and (3) learn and build all new capabilities and skills.In their study of the Ten Rules in action, Govindarajan and Trimble observed many ...

his is the official Open Group Pocket Guide for TOGAF Version 9.1 and is published in hard copy and electronic format by Van Haren Publishing on behalf of The Open Group. TOGAF®, an Open Group Standard, is a proven enterprise architecture methodology and framework used by the world's leading organizations to improve business efficiency. It is the most prominent and reliable enterprise architecture standard, ensuring consistent standards, methods, and communication among enterprise architec...

Innovation is a key source of competitive advantage, but it remains frustratingly elusive for many organizations. This book shows you how to close the innovation gap by making individuals and organizations systematically and sustainably innovative. You will learn how to embrace a culture of innovation and make it permeate every level of the organization. You will find a clear road map and practical tools to redefine your workplace's culture, identify and tap into the existing innovative in...

Bridge the gap between business and design to improve the customer experienceBusinesses thrive when they can engage customers. And, while many companies understand that design is a powerful tool for engagement, they do not have the vocabulary, tools, and processes that are required to enable design to make a difference. Experience Design bridges the gap between business and design, explaining how the quality of customer experience is the key to unlocking g...

This invaluable resource helps you understand what it takes to be a great sales manager, allowing you to avoid many of the common first-time sales management mistakes, and be successful right out of the gate.Making the leap into sales management means meeting a whole new set of challenges. As a manager, you’re going to have to quickly develop the skills that allow you to build and supervise a sales team, communicate effectively, set goals, be a mentor, and much, mu...

As an employee, you suspect that your best ideas are valuable and could greatly benefit your organization. Management also recognizes that a company's ability to compete is contingent on how well it leverages its employees' ideas. So, why are individuals at all levels of organizations typically poor advocates for ideas? Intrapreneurship provides an engaging guide for both managers and employees on how to direct the flow of ideas and foster a culture of entrepreneurship within thei...

Studies consistently show that quality leadership development programs pay off for companies -- in the form of shareholder returns, market share growth, and sales. However, many companies have inadequate leadership development programs. This book challenges traditional views of leadership development with a perspective that focuses on recognizing leadership as a source of competitive advantage. If you're a manager or an HR leader, The Leadership Gap offers the practical, e...

Provides a clear road map to instilling a culture of safety excellence in any organizationDid you know that accidental injury is among the top ten leading causes of death in every age group? With this book as your guide, you'll learn how to help your organization develop, implement, and sustain Safety Culture Excellence, vital for the protection of and improvement in the quality of life for everyone who works there.STEPS to Safety Culture Excellence

For trainers free additional material of this book is available. This can be found under the "Training Material" tab. Log in with your trainer account to access the material. TOGAF is a framework - a detailed method and a set of supporting tools - for developing an enterprise architecture, developed by members of The Open Group Architecture Forum. TOGAF Version 9.1 is a maintenance update to TOGAF 9, addressing comments raised since the introduction of TOGAF 9 in 2009. It retains the major...