All Summaries
All Summaries
According to Albrecht’s Law, "Intelligent people, when assembled into an organization, will tend toward collective stupidity." This, says the author, is a situation that is all too common throughout business and...
A process for formulating a corporate vision and direction, and communicating that vision in a compelling way to everyone in the organization. Albrecht uses the metaphor of riding a train as a focusing concept for...
There are two kinds of useful customer knowledge: (1) general- pertaining to buying patterns and motives, and (2) individual-from one-to-one interactions between employees and customers. Large businesses must usually...
The topics discussed in Service Management Effectiveness are by leading researchers in the field of service management and they provide a comprehensive model for managing service businesses. The work shatters the...
Many service firms are paying a high price in lost business due to mediocre service, while few firms are truly oriented toward quality customer service. Businesses often don't understand customers and their priorities...
Having pondered why some people with very high IQ scores fail miserably in their personal lives, Harvard professor Howard Gardner, concluded that the concept of “intelligence,” as a singular measure of competence,...
Determining that IQ, as a singular measure of competence, could no longer be supported, Harvard professor, Howard Gardner, proposed (in Frames of Mind, 1985) a range of key competencies, which he calls multiple...
In 5% More, Michael Alden offers simple, common-sense methods for giving 5 percent more to your family, your colleagues, your managers, your business, and yourself. He illustrates how adopting the 5...
Every executive, even those in charge of successful companies, needs nurturing and coaching every once in a while. Tales From the Top by Graham Alexander gives busy executives access to a highly-rated...
Project failures are a common occurrence regardless of a project’s size. From a botched residential kitchen remodel to HealthCare.gov’s disastrous rollout, even seasoned project managers may fall victim to delays,...
