Unleashing Excellence

Unleashing Excellence PDF

Author: Dennis Snow

Publisher: John Wiley & Sons

Published: 2009-11-16

Total Pages: 261

ISBN-13: 0470503807

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A step-by-step guide to designing and implementing an amazing customer service culture In today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It's not always clear what works and what doesn't, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance. Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company's individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book. Offers proven best practices for designing and implementing an excellent customer service culture Simple format divides content into nine "leadership actions" that guide you through a step-by-step process Shows you how to build a common customer service vision for your entire organization Customer service is vital to the survival of your business. If you want to move your organization's customer service practices from good to great, Unleashing Excellence is the key.

Guidebook to Excellence 1994

Guidebook to Excellence 1994 PDF

Author: DIANE Publishing Company

Publisher: DIANE Publishing

Published: 1995-10

Total Pages: 292

ISBN-13: 9780788125256

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A comprehensive directory of Federal offices, programs, & facilities for K-12 education in mathematics & science. Intended to inform educators & the public about Federally-supported resources in these subjects & to increase access to them. Contains information about Federal offices & programs at the national & regional levels, & also lists state-by-state contacts for many of these resources. All entries include a description of the program, a contact name, & full address & phone & fax number. Index.

Discover Excellence

Discover Excellence PDF

Author: Gerhard J. Plenert

Publisher: Taylor & Francis

Published: 2017-11-03

Total Pages: 253

ISBN-13: 1351860097

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A facility-wide improvement initiative is expensive in terms of both time and money. Perhaps the most disappointing thing about them is that they often end up as temporary measures that may produce early results but are unsustainable in the long run. The unseen cost is that after they see such initiatives come and go, employees begin to see them as futile, temporary annoyances rather than the permanent improvements they are meant to be. The Shingo ModelTM begins with culture informed by operational excellence principles that lead to an understanding of what aligns systems and tools and can set any organization on a path toward enterprise excellence with sustainable continuous improvement. The Shingo Model is not an additional program or another initiative to implement. Instead, it introduces Shingo Guiding Principles on which to anchor current initiatives. Ultimately, the Shingo Model informs a new way of thinking that creates the capability to consistently deliver ideal results to all stakeholders. This is enterprise excellence – the level of excellence achieved by Shingo Prize recipients. In Discover Excellence: An Overview of the Shingo Model and Its Guiding Principles, readers will learn the basics of the Shingo Model, discover the Three Insights of Enterprise ExcellenceTM, and explore how the Shingo Guiding Principles inform the kind of ideal behaviors that lead to sustainable results. This book is the introduction to the Shingo Model and prepares the reader for a deeper dive into the Shingo Guiding Principles.

School Leadership

School Leadership PDF

Author: Stuart C. Smith

Publisher: Corwin Press

Published: 2006-06-08

Total Pages: 521

ISBN-13: 1483364194

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Emphasizing the school leader's role in student learning, this new edition covers the principalship, accountability, leadership effects, distributed leadership, political leadership, resource allocation, and more!

Excellence: How to Pursue an Excellent Spirit

Excellence: How to Pursue an Excellent Spirit PDF

Author: Andrew Wommack

Publisher: Harrison House

Published: 2019-03-12

Total Pages: 146

ISBN-13: 9781680313802

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If you're honest, you'll admit you want to be promoted in life. You want the benefits of success, influence, and prosperity, and there's nothing wrong with that. It's what God wants for you too! Promotion even comes from God, and though relative to what God has called each person to do, it is available to every born-again believer! But even though promotion comes from God, it isn't God who determines whether you are promoted or not. It's you. You choose to be promoted by choosing to develop an excellent spirit, and in this book, Andrew Wommack will show you how. Using examples from the lives of Daniel and his friends, and from his own life, Andrew outlines the key characteristics of excellence including identity in Christ, true humility, full obedience, endurance, and an uncompromising stand on God's word. In contrast, Andrew also explains the dangers of moral relativity and man-pleasing and how those characteristics often mire believers in a life of mediocrity and impotence. Personal talent, beauty, education, and intelligence are also not what produce promotion; it is a devoted relationship with God. No matter how much money you make or where you live; no matter who your connections are or the color of your skin; it's an excellent spirit that will be the true determiner of your promotion. Let Andrew's book encourage you to pursue Excellence.

In Search of Excellence

In Search of Excellence PDF

Author: Thomas J. Peters

Publisher: Harper Collins

Published: 2012-11-27

Total Pages: 404

ISBN-13: 0062263617

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The "Greatest Business Book of All Time" (Bloomsbury UK), In Search of Excellence has long been a must-have for the boardroom, business school, and bedside table. Based on a study of forty-three of America's best-run companies from a diverse array of business sectors, In Search of Excellence describes eight basic principles of management -- action-stimulating, people-oriented, profit-maximizing practices -- that made these organizations successful. Joining the HarperBusiness Essentials series, this phenomenal bestseller features a new Authors' Note, and reintroduces these vital principles in an accessible and practical way for today's management reader.

The Façade of Excellence

The Façade of Excellence PDF

Author: John Dyer

Publisher: CRC Press

Published: 2019-09-12

Total Pages: 183

ISBN-13: 0429627467

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The crucial need to substitute true leadership for bad management practices such as Management By Objectives (MBO) and the use of fear is now well known and was often championed by Dr. W. Edwards Deming. While significant progress has been made, many organizations (especially outside of manufacturing) are either just getting started with their improvement efforts or they are faking their way forward (going through the motions), trying to imitate what they have read in books or have seen at conferences. The executives of these organizations might give permission for the tools of Lean and Six Sigma to be taught but many of them still refuse to look in a mirror and change their own leadership style. They have built a "façade of excellence" that crumbles quickly whenever a bit of chaos is introduced. Not being able to sustain improvements over the long term is one of the top complaints from improvement professionals. What ingredient is missing that prohibits changes to occur throughout the leadership ranks that might create a culture that embraces teamwork, collaboration and improvement? To start, what exactly do we mean by leadership? The common mistake is to try and put all effective leaders into the same box. Leadership actually has many dimensions and several definitions. This book explores four different styles of leadership that includes "The Crisis Leader," "The Idea Gathering Leader," "The Team Forming Leader," and "The Empowerment Leader." Each of the four styles is appropriate when given a certain set of circumstances (an organization in trouble needs a "Crisis Leader" for example). The goal is to shift the organization, including the leaders and all of the employees at every level, toward collaboration and empowerment. Why go through the pains to rebuild an organization’s culture and leaders? In the annual "IndustryWeek Magazine - Best Plants" competition, the companies that have made the transition to high performance, fully empowered teams ("The Empowerment Leader"), in general, demonstrate far better results than all other applicants (and they tend to win "Best Place to Work" awards as well). So, what is keeping organizational leaders, especially those in the middle of the organization chart, from adopting the "The Empowerment" leadership style? This book defines and helps the reader understand what this new normal of leadership consists of and: Explains the four different styles of leaders and how these are different than a typical "old style" manager. Indicates which style is appropriate given a certain set of circumstances and how a leader knows when it is time to migrate from one style to another. Illustrates what it means for an organization to shift from a "dictator" culture to one of collaboration and what steps can be taken to help this transformation. Explores the current definition of a "promotable manager" and how this differs from a new normal definition of an outstanding, effective "Empowerment" leader. Defines Mission, Vision, Strategy, and Values and how these four cultural principles fit into the leadership progression model. Shows how the culture within the organization will be different after the adoption of empowered teams and introduces the concept of "Enthusiastic Productivity."

Virtuous Leadership

Virtuous Leadership PDF

Author: Alexandre Havard

Publisher: Scepter Publishers

Published: 2017-03-31

Total Pages: 174

ISBN-13: 1594171114

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Drawing on the lives of some of the greatest political, intellectual and religious leaders of modern times, and the author’s personal experience, Virtuous Leadership demonstrates that leadership and virtue are not only compatible, they are actually synonymous. Virtuous Leadership defines each of the classical human virtues most essential to leadership – magnanimity, humility, prudence, courage, self-control and justice. It demonstrates how these virtues promote personal transformation and the attainment of self-fulfillment. It also considers the Christian supernatural virtues of faith, hope and charity without which no study of leadership can be complete. The book’s final section, Towards Victory, offers a methodology for the achievement of interior growth tailored to the needs of busy, professional people intent on imbuing their lives with a transcendent purpose. Thus, the aim of Virtuous Leadership is ultimately practical. It is meant to be your guidebook in the quest for excellence.