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Engineer Ownership Through Anticipatory Management: Address Employee and Customer Needs Before They Arise
Heskett, James L.; Sasser, W. Earl, Jr.; Wheeler, JoeBook Chapter HBS-3830BC-EService and Operations ManagementOrganizations that engineer customer and employee ownership learn to predict and respond to customers' needs before they arise. Technology and information systems can be a great help in this endeavor. But just as important are the combined efforts from all parts of the organization-especially marketing, operations, human resources, and information technology-working seamlessly together to help frontline employees deliver value to customers. This ...Starting at €8.20
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Sustain Your Success: Foster Employee and Customer Ownership to Lock in Success
Heskett, James L.; Sasser, W. Earl, Jr.; Wheeler, JoeBook Chapter HBS-3832BC-EService and Operations ManagementGoogle, the company "Fortune" magazine recently identified as the best place to work in the U.S., offers an inspiring example of management practices that engage employee and customer owners to help create the value that both groups desire. But Google, like so many other companies, faces the challenge of how to lock in this success. According to the authors, the key to overcoming this challenge is a relentless focus on innovating and improving th...Starting at €8.20
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Francis, Berther and Alfreed (Spanish Version)
Maister, David H.; Foote, John P.; Doyle, ShaunaCase HBS-606S01Service and Operations ManagementEn una gran agencia de publicidad, una campaña para una cuenta importante desarrolla problemas en el último minuto, y la campaña debe ser rehecho. El supervisor de la dirección debe determinar lo que salió mal, quién era el culpable, y qué hacer al respecto.Starting at €8.20
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Build Ownership into Your Strategic Value Vision: Deliver Value for Customers and Employees
Heskett, James L.; Sasser, W. Earl, Jr.; Wheeler, JoeBook Chapter HBS-3826BC-EService and Operations ManagementA strong customer and employee ownership quotient starts with developing a strategy that delivers differentiated, customized value to these parties. To build a strategy that fosters ownership, you need to think systematically about questions such as these: which customers do you want to serve? What specific, customized results are you trying to deliver for them? Will your approach differentiate you from competitors? Will your customers and employ...Starting at €8.20
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Leverage Value Over Cost: Developing Customer and Employee Ownership
Heskett, James L.; Sasser, W. Earl, Jr.; Wheeler, JoeBook Chapter HBS-3827BC-EService and Operations ManagementOrganizations that foster customer and employee ownership gain an edge on the competition by designing their operating strategies and systems to leverage value over cost. They carefully align all the elements of the strategic value vision to create a unified, self-reinforcing enterprise focused on ownership-and in the process they achieve enviable margins. They pay particular attention to what the authors call "deep indicators," or key value leve...Starting at €8.20
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Build a Strong and Adaptive Ownership Culture
Heskett, James L.; Sasser, W. Earl, Jr.; Wheeler, JoeBook Chapter HBS-3831BC-EService and Operations ManagementWhy is it that many of the same companies appear on lists of the best places to work, the best providers of customer service, and the most profitable in their industries? What do managers at the best places to work understand that others don't? They understand that the identification of organization values is meaningless without a determination of the behaviors, measures, and actions that reinforce the values. They understand that strong and adap...Starting at €8.20
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Auditing Ownership: Measuring Your Organization's Employee and Customer Ownership Capabilities
Heskett, James L.; Sasser, W. Earl, Jr.; Wheeler, JoeBook Chapter HBS-3833BC-EService and Operations ManagementIs your organization capable of making the transition to an ownership state of mind, focusing on the kinds of practices and processes that foster and sustain employee and customer owners? This chapter provides a tool for assessing your ownership capabilities. The ownership audit is intended as more than just a checklist of "must do's" to achieve a higher level of employee and customer ownership in your organization. It is designed to be used peri...Starting at €8.20
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Introduction: Beyond Customer and Employee Satisfaction-The Ownership Quotient
Heskett, James L.; Sasser, W. Earl, Jr.; Wheeler, JoeBook Chapter HBS-6538BC-EService and Operations ManagementA customer owner is one who tries a product or service, is so satisfied that she returns to buy more, states a willingness to tell others of her experiences, actually convinces others to buy, provides constructive criticism of existing offerings, and even suggests or helps test new products or ideas. A customer who behaves like an owner is worth more than a hundred typical price-sensitive customers over the customer owner's lifetime with your org...Starting at €8.20
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Put Customers to Work: Determining the Right Level of Customer Engagement
Heskett, James L.; Sasser, W. Earl, Jr.; Wheeler, JoeBook Chapter HBS-3828BC-EService and Operations ManagementFully engaged customers are potential owners who can help customize the aspects of value that mean the most to them. Most self-selecting customer owners prefer the control that goes with greater input into the process. Many gain a great deal of satisfaction from this work, but to maximize customer engagement, you need to consider several important questions: What kind of work is most appropriate for customers? Why do they choose to work for (or a...Starting at €8.20
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Boost Your Employee OQ: Employee Ownership Leads to Increased Customer Satisfaction and Profitable Growth
Heskett, James L.; Sasser, W. Earl, Jr.; Wheeler, JoeBook Chapter HBS-3829BC-EService and Operations ManagementBeyond satisfaction, loyalty, and commitment, employee owners experience real pleasure in their ability to deliver value to customers. They offer suggestions for improving the business and making it a better place to work, and they identify and recruit other high-potential employees. This chapter discusses the ways you can foster value and a sense of ownership for employees. This chapter is excerpted from "The Ownership Quotient: Putting the Ser...Starting at €8.20