First published in 1995，The Nordstrom Way is a classic guide to great customer service. This new book replaces The Nordstrom Way with an even more practical guide to becoming the “Nordstrom” of your industry. Designed for customer service managers and trainers， as well as business owners， it’s an invaluable resource for designing your own programs and initiatives. The authors not only explain the principles of the world’s best customer service company， they also show you how to implement them in your own organization. The Nordstrom Way to Customer Service Excellence will help your business make customers its number one concern， and help make your business number one in your industry. 作者简介： ROBERT SPECTOR is a bestselling business book author and international speaker on Nordstrom's principles of customer service. He has spoken to companies such as Cadillac， Dell， Wells Fargo， and the Red Cross. He has written for the New York Times， the Wall Street Journal， USA Today

"Finally, a resource....guide...roadmap....to help team members and team leaders alike understand what it takes to function as a high performing team, how doing so can personally enrich your life, and why it's critical for organizations to function only in this way. The Emotionally Intelligent Team connects the dots between the task at hand, achieving and making a difference, and personal happiness. Imagine where humankind would be if every entity on the planet operated within a series of high performing teams. Marcia Hughes and James Terrell show us that it's possible!" —Suzanne Kirk, SVP, Branch Service Center, Bank of the West "We value teams at Medtronic so we know that this book will be a powerful tool in understanding and developing successful team behaviors!" —Michael Mihalczo, District Manager, Walter Cooper, District Manager, Medtronic CRDM "Marcia Hughes' and James Terrell's latest book, The Emotionally Intelligent Team, is a 'must read' for every school district, busin

"Managing Your Aspirations: Developing Personal Enterprise inthe Global Workplace" is written for anyone who meets with thequestion: 'Tell me more about yourself and where you want to go inthe future' and realizes that the answer is not simple. It is forthose who are ready to take a step back from their regular routinesto think seriously about another question: 'Does what I'm doingtoday relate to my dreams and my identity?'. The questions abovepertain to personal development, a theme that has recently become aresponsibility for individuals in corporate organizations andhigher-educational institutions. To meet this relatively new need, Bob Aubrey, founder and CEO ofMetizo, shares the Personal Enterprise Plan, comprising a set ofpersonal development strategy tools that were previously createdfor leading multinational companies and top business schools. In sodoing, he guides the reader through questions that give meaning andvalue to decisions about work, lifestyle and development, such as:Who will I

The international bestseller The Toyota Way explained the company's success by introducing a revolutionary 4P model for organizational excellence-Philosophy, People, Process, and Problem Solving. Now, in Toyota Culture, preeminent Toyota authorities Jeffrey Liker and Michael Hoseus reveal how Toyota selects, develops, and motivates its people to become committed to building high-quality products-and how you can do the same for your company. Toyota Culture examines the “human systems” that Toyota has put in place to instill its founding principles of trust, mutual prosperity, and excellence in its plants, dealerships, and offices around the world. Beginning with a look at the evolution of the Toyota culture and why its people are the heart and soul of the Toyota Way, the authors explain the company's four-stage process for building and keeping quality people: Attract, Develop, Engage, and Inspire.

Throughout his life, three-time Indianapolis 500 winner Bobby Unser has approached his racing career and personal life the same way–with a relentless drive to succeed. Talk to him today and he’ll tell you, "I never really retired from racing, I just retired from what I was racing." This philosophy has allowed him to achieve success in business and in life, and it can help you do the same. In Winners Are Driven, racing legend Bobby Unser discusses the principles, strategies, and beliefs that have earned him prosperity, fame, and victory; and reveals how you can apply his winning formula. Blending his personal experiences from both on and off the track with some of today’s most compelling business stories, Unser will help you go faster, take the lead, and win! Step by step, Unser details each of his tenets and discusses how you can apply them to reach your goals. He begins by explaining how the road to success should start with a burning desire to succeed at whatever you do. From here you’

This book evolved from the first ten years of the Carnegie Mellon professional Master’s program in Computational Finance。The contents of the book have been used successfully with students whose mathematics background consists of calculus and calculus-based probability。The text gives both precise statements of results，plausibility arguments，and even some proofs。But more importantly，intuitive explanations，developed and refined through classroom experience with this material，are provided throughout the book。Volume I introduces the fundamental concepts in a discrete-time setting and Volume II builds on this foundation to develop stochastic calculus，martingales，risk-neutral pricing，exotic options，and term structure models，all in continuous time。The book includes a self-contained treatment of the probability theory needed for stochastic calculus，including Brownian motion and its properties。Advanced topics include foreign exchange models，forward measures，and jump-diffusion pro

The Oliver Wight Class A Checklist for Business Excellence The leading business improvement specialists who educate, coach and mentor people to lead and sustain change on the journey to business excellence and outstanding business performance Managing the Strategic Planning Process Managing and Leading People Driving Business Improvement Integrated Business Management Managing Products and Services Managing Demand Managing the Supply Chain Managing Internal Supply Managing External Sourcing

Corporate executives are struggling with a new trend: people using online social technologies (blogs, social networking sites, YouTube, podcasts) to discuss products and companies, write their own news, and find their own deals. This groundswell is global, it s unstoppable, it affects every industry and it s utterly foreign to the powerful companies running things now. When consumers you ve never met are rating your company s products in public forums with which you have no experience or influence, your company is vulnerable. In Groundswell, Charlene Li and Josh Bernoff of Forrester, Inc. explain how to turn this threat into an opportunity.

Business is booming in Second Life, and many residents are earning big bucks in-world—and so can you. This unique guide walks you through what it takes to launch and run a successful Second Life business. Packed with insider tips from some of the metaverse’s best-known entrepreneurs, it delivers the lowdown on SL business basics and shows you step by step how to succeed in popular business niches, from real estate and construction to fashion, gadgets, toys, entertainment, music, blogging and more.

Owning a small business can be a fulfilling and financially rewarding experience, but to be successful, you must know what to do before starting a business; what to do while the business is up and running; and, most importantly, what to do when the business runs into trouble. With a combined fifty years of small business experience between them, authors Barbara Weltman and Jerry Silberman know what it takes to make it in this competitive environment, and in Small Business Survival Book, they show you how. In a clear and concise voice, Weltman and Silberman reveal twelve surefire ways to help your small business survive and thrive in today's market. With this book as your guide, you'll discover how to: Delegate effectively Monitor cash flow Extend credit and stay on top of collections Build and maintain credit and restructure your debt Meet your tax obligations Grow your business with successful marketing strategies Use legal protections Plan for c

The Harvard Business Essentials series is designed to provide comprehensive advice, personal coaching, background information, and guidance on the most relevant topics in business. Drawing on rich content from Harvard Business School Publishing and other sources, these concise guides are carefully crafted to provide a highly practical resource for readers with all levels of experience. To assure quality and accuracy, each volume is closely reviewed by a specialized content adviser from a world class business school. Whether you are a new manager interested in expanding your skills or an experienced executive looking for a personal resource, these solution-oriented books offer reliable answers at your fingertips.

When it was first published in 1995, Mel Silberman's 101 Ways to Make Training Active became an instant bestseller. Now this revised and updated second edition offers the same dynamic approach and several completely new case examples. The examples support each exercise and highlight real-time uses of the highly successful Active Training method. In addition, the book includes 200 training tips that form the nuts-and-bolts of successful active training. These tips incorporated in the book's top ten lists show how to build quality, activity, variety, and direction into your training programs. For the first time 101 Ways to Make Training Active features a CD-ROM containing all the original "Top Ten Trainers Tips and Techniques" lists for easy reproduction and distribution.

Managing Projects Large and Small: The Fundamental Skills forDelivering on Cost and On TimeWhen it comes to project management,success lies in the details. This book walks managers through everystep of project oversight from start to finish. Thanks to thebook's comprehensive information on everything from planning andbudgeting to team building and after-project reviews, managers willmaster the discipline and skills they need to achieve stellarresults without wasting time and money.The Harvard BusinessEssentials series is for managers at all levels but is especiallyrelevant for new managers. It offers on-the-spot guidance,coaching, and tools on the most relevant topics in business. Eachbook includes the critical information that managers need on agiven topic-from budgeting to hiring to communication tostrategy-and offers interactive tools and worksheets that translateadvice into action. Providing ready answers to day-to-day issues,these guides make sound, trusted mentoring advice availablewhenever manag

Motorola relied heavily on teams to surpass its competition in building thelightest, smallest, and highest-quality cell phones. At 3M, teams are critical to meeting the company's goal of producing half of each year's revenues from the previous five years' innovations. Kodak's Zebra Team proved the worth of black-and-white film manufacturing in a world where color is king. But many companies overlook the potential of teams in turning around lagging profits, entering new markets, and making exciting innovations happen--because they don't know how to utilize teams successfully. Authors Jan R. Katzenbach and Douglas K. Smith talked with hundreds of people in more than thirty companies to find out whereand how teams work best and how to enhance their effectiveness.

A science fiction staple and a fantasy of those with long commutes, teleportation—sending something from here to there in the blink of an eye—has long seemed likely to remain a fictional construct. But as Darling explains in this marvelous work, teleportation in one form or another has been happening in laboratories for a few years and is on its way to becoming a routine part of life—at least for information. Darling (Equations of Eternity) uses lively, companionable prose to explain such heady subjects as quantum mechanics, the property of entanglement (which Einstein referred to as "spooky action at a distance") and information theory. While these concepts appear to fly in the face of reason, the author is able to make sense of them and put them in the context of other new ideas that at first may be impossible to accept. After tracing the history of developments that became key to teleportation, the text delves into its use for secret communications, massive parallel data processing and investigat

Training Older Workers and Learners is a groundbreaking resource that focuses exclusively on age 40-plus workers.This much-needed resource offers trainers expert guidance and practical tools designed to deliver effective training and re-training to older worker-learners (OWLS).Based on sound theory and best practices,the book shows how to maximize the workplace learning and performance potential of late-life learners.

Get what you need from your boss In this follow-up to the bestselling It's Okay to Be the Boss,Bruce Tulgan argues that as managers demand more and more fromtheir employees, they are also providing them with less guidancethan ever before. Since the number one factor in employee successis the relationship between employees and their immediate managers,employees need to take greater responsibility for getting the mostout of that relationship. Drawing on years of experience trainingmanagers and employees, Tulgan reveals the four essential thingsemployees should get from their bosses to guarantee success atwork. Shows employees how to ask for what they need to succeed in theirhigh-pressure jobs Shatters previously held beliefs about how employees shouldmanage up Outlines what employees must get from their managers: clearexpectations; the skills needed to perform their jobs; honestfeedback, recognition or rewards A novel approach to managing up, It's Okay to Manage Your

The third installment of the "Fisher Investments On" series isa comprehensive guide to the Consumer Staples industry--whichincludes companies that manufacture and sell food and beverages,tobacco, pre*ion drugs, and household products, to name a few.This reliable resource provides you with the tools to help youunderstand and analyze opportunities within today's global ConsumerStaples sector. With this book as your guide, you can quicklybecome familiar with how the Consumer Staples sector is segmentedby industries, their respective macroeconomic drivers, and thechallenges facing companies in this sector. Additionally, there arechapters dedicated to explaining many of the unique aspects ofConsumer Staples products in emerging markets and security analysistechniques focused on Consumer Staples firms. You don't have to bea professional to learn to better invest in the Consumer Staplessector--but you do need to be prepared. "Fisher Investments onConsumer Staples" can help get you up to speed in this area and

"IT WAS December, one o'clock in the morning and freezing cold, but the sweat was pouring off me. I could feel my heart pounding. It was pitch black up on the roof, but below me I could see glow of the street lights and sometimes a car going past. But I was buzzing with it though. There was the pressure of worrying would my father find out, and the police as well - I was damn sure I didn't want to be caught - and I only had a limited time to do it in, so the adrenalin was really flowing. But I kept going. I had this target that I was going to do the lot - strip the whole roof of lead. I was fifteen then, and I'd already had a couple of little scams on the side going on.The lead thing got started one day when we were playing football in the playground at school. It was in the winter. It was wet and the football pitches were getting cut up, so we used to play in the playground with a tennis ball. I remember the ball went up on the roof, and I climbed up onto a portacabin and then onto the main roof.

There has recently been dramatic growth in the medium of radio. However, advertisers and agencies too often still use radio for its basic tactical abilities, leaving the emotional power of the medium untapped. This book is a practical guide to understanding and exploiting the true power of radio as the brand conversation medium. Combining theory, listener understanding and practical advice, the authors explore the scale and effectiveness of radio advertising, how the medium communicates, its role in emerging brand thinking, and best practice for creating better radio advertising. Overviews, summaries, quotations and checklists are featured throughout, as well as case studies from companies in all sectors including Sainsburys, British Airways, Carphone Warehouse, BT and the British Government.

“This book is a study on the optimal control of manufacturing systems subject to breakdowns and repairs。……Six appendices provide mathematical technical support。 153 references are given。 There is an author index as well as a subject index。 This book is a useful reference on the stochastic optimal control of manufacturing systems and is recommended。” “The book under review is concerned with systems that consist of machines subjects to breakdown and repair …… 。 The book is written for applied mathematics， operations researchers， as well as practitioners working in manufacturing。 In summary， this is an excellent book devoted to a fast growing area， which has significant impact on the economy。 It is conceivable that … this book will further stimulate subsequent research in production planning as well as in systems theory and stochastic control。”

With their 1994 international bestseller, Dealing with People You Can't Stand, Drs. Rick Brinkman and Rick Kirschner armed a civility-starved world with no-nonsense strategies for dealing with difficult people with tact and skill. Since then, cell phones, the Internet, voice mail, and other technological wonders designed to bring people closer together have only made it that much harder to avoid "people you can't stand;" even worse, they've also created exciting new ways for annoying people to realize their talent for being pains in the butt. Updated and revised for the digital age, this new edition of Brinkman and Kirschner's bestselling guide shows readers how to successfully combat the whiners, grenades, tanks, snipers, close-talkers, pedants, and other rude, crude, and inconsiderate people who can ruin your day at work, in stores, on the street, in restaurants, at the movies, in waiting rooms, by fax, phone, and E-mail, and in cyberspace.

A different way of discovering and developing the bestbusiness ideas Jack Welch once said, "Someone, somewhere has a better idea." Inthis myth-busting book, the authors reveal that great businessideas do not spring from innate creativity, or necessarily from thebrilliant minds of people. Rather, great ideas come to those whoare in the habit of looking for great ideas all around them, allthe time. Too often, people fall into the trap of thinking that theonly worthwhile idea is a thoroughly original one. Idea Huntersknow better. They understand that valuable ideas are already outthere, waiting to be found - and not just in the usualplaces. ? Shows how to expand your capacity to find and develop winningbusiness ideas ? Explains why ideas are a critical asset for every manager andprofessional, not just for those who do "creative" ? Reveals how to seek out and select the ideas that best serveyour purposes and goals and define who you are, as aprofessional ? Offers practical tip

This hands-on guide offers strategies that will help managers: Avoid common decision-making traps； Focus on the right data； Increase the odds of being right. Managers are under increasing pressure to deliver better results faster than the competition. But meeting today’s tough challenges requires complete mastery of a full array of management skills, from communicating and coaching to public speaking and managing people. The Results-Driven Manager series is designed to help time-pressed managers hone and polish the skills they need most. Concise, action-oriented, and packed with invaluable strategies and tools, these timely guides will help managers improve their job performance today—and give them the edge they need to become the leaders of tomorrow.

When it was first published more than sixteen years ago, John Bryson's Strategic Planning for Public and Nonprofit Organizations introduced a new and thoughtful strategic planning model. Since then it has become the standard reference in the field. In this completely revised third edition, Bryson updates his perennial bestseller to help today’s leaders enhance organizational effectiveness. This new edition: Features the Strategy Change Cycle—a proven planning process used by a large number of organizations.Figures and Exhibits. Preface. Offers detailed guidance on implementing the planning process and includes specific tools and techniques to make the process work in any organization Introduces new material on creating public value, stakeholder analysis, strategy mapping, balanced scorecards, collaboration, and more. Includes information about the organizational designs that will encourage strategic thought and action throughout the entire organization Contains a wealth of updated exa