All Summaries
All Summaries
For 30 years, Dr. Clotaire Rapaille has used a revolutionary idea to improve the bottom line of such diverse companies as Chrysler, Procter & Gamble, GE, AT&T, Boeing, Honda, Kellogg, and L’Oreal. This...
Until recently, the issue of quality has been dealt with in a "transcendent" way by many industries and organizations. People now realize, however, that quality is a serious business issue, perhaps the only business...
The Customer Is Usually Wrong doesn’t blame less than satisfactory service on the customer, but instead thinks an organization must determine what customers believe its service to be; create...
Although we are in the midst of Internet and wireless communications revolutions, the transformation that matters most is the “customer revolution,” and companies that are not ready for it will not survive. In this...
C. Britt Beemer and Robert L. Shook’s The Customer Rules presents the argument that the world’s most successful companies are those with an unwavering commitment to customer satisfaction. According to...
The Death of Money details the movement of money from a government-mandated equivalent to a new electronic form that is nothing more than a configuration of ones and zeros-the fundamental units of...
In The Deciding Factor, industry experts Larry Rosenberger and John Nash show how an organization can make better decisions through a combination of data, mathematics, and software, and ultimately...
For more than seven decades, Peter Drucker’s advice, and observation of organizations, provided him with a unique perspective on business as an innovative agent of change. This perspective has resulted in practical and...
In The Devil’s Casino, Vicky Ward examines the leadership behind Lehman from its start as an independent firm in the mid 1990s to its fall in 2008. The Lehman Brothers was one of the most infamous and...
Social media has grown exponentially in the past ten years. It has gained prominence not only as a social tool but also as a marketing tool. In The Digital Handshake, Paul Chaney discusses the change...
