Book Description
Not just another book on the theory of strategic planning, here are dozens of recipes for creative group activities to facilitate strategic planning in any organization. Designed for use by consultants, facilitators, and management team leaders, step-by-step instructions guide you through exercises for gaining employee and management participation, gathering feedback from management about the current state of the organization, creating an organized mission, vison and values statement, and planning so that the vision becomes reality. Ready-to-use reproducible materials and handouts are also included.
Customer Reviews:
Too simplistic. .......2006-11-10
Even popular textbooks in strategic management (Wheelen and Hunger, Davis, etc.), which are oriented toward more thoughtful study of the subject, do a better job presenting a sound applied process in strategic planning. Don't waste your money.
Unique.......2005-09-21
Thee is little written for facilitators and this is a complete summary and approach to the topic with all the tools. I just wish there had been more stories of how each of the tools worked.
Invaluable tools for Organizational Planning.......2003-10-17
I have had the opportunity to use the designs in this book over the past year. The designs or "strategic activities" are creative and guarnateed to advance the planning process for a wide range of organizations. The instructions have just the right amount of detail to adaquately prepare the facilitator. There is tremendous felxibility with each acitivity to accomodate longer or shorter amounts of time. The designs are
crip, imaginative, thoughtful, rooted in practice. Its a book I refer to again and again. Its been an invaluable tool to my work.
Intelligent and Interesting.......2001-08-23
impressive, interesting and different ideas .I like the down to earth , inclusive quality of this book. Thing are explained well and frameworks are provided, so that you can conduct these activities with confidence.I highly recommend it.
Planning First - Learning Always.......2001-08-13
If you have ever been involved in a strategic planning effort that fell short of expectations then this book is for you. In plain language the authors lay out a planning framework with supporting involvement practices to gain organizational buy-in. They provide explanations and case study examples to show the connections between "what needs to be done and how to do it." A chapter titled "The Toolbox" covers the rational and procedures for involvement mechanisms that include "Nominal Group Process to generate ideas, Affinity Diagrams & Mindmaping to organize complex issues and Collapsing Consensus & Las Vegas Voting to help in problem solving & decision-making." There are valuable discussions on organizing the planning effort and post-planning followup / accountability. This volume supports any organizational effort to set goals, improve quality or enhance effectiveness in resource management through collaborative processes.
Book Description
'Bottom-Line Call Center Management breaks new ground by addressing key skills and techniques in assessing and implementing effective management practices to maximize the human and capital resources at the call center manager's disposal. Drawing on the author's unique data sets and years of research experience in the industry, 'Bottom-Line Call Center Management' helps call center managers evaluate their current status, implement cost-effective changes, and measure results of their changes to ensure a culture of accountability within the call center at all levels increasing the bottom line.
The processes include an evaluation of current customer service representatives, defining, delimiting and assessing the labor shed of the center, and exploring the customer service representative's unique skills and leveraging those skills into a unique and dynamic work environment. Likewise, the process also determines the learning skills and competencies necessary to meet and exceed the basic requirements for all call centers. Furthermore, each step has a pre, in-process, and post evaluation to ensure projects are progressing according to plan. Lastly, all evaluations are measured against the bottom line through a return on investment (ROI) model.
The framework for this book uses the culture of call centers, defined and lived through the customer service representatives, as the lens to view all processes, measurements, accountability and return on investment. This framework is critical since there has been much emphasis on technology-as-a-solution which treats the employees as a hindrance instead of the enablers of positive change. Likewise, customer service representatives eventually act as strong determinants of success with the call center and thus the bottom line.
*The only book to focus on accountability in call center management within a framework of progressive management and HR practices
*Draws on the author's unique data sets about best practices in call center management
*Step-by-step processes to assess, implement, and measure the ROI of effective management practices, with pre-, in-process, and post-evaluation built in
Customer Reviews:
A hands-on guide to customer running customer call centers.......2004-05-20
Until recently, customer call centers were very much back-end operations, out of site and out of the minds of corporate chiefs. That was before several recent high-profile fiascos in the US, UK and Australia, where badly-run call centers destroyed in a few months the customer goodwill that had been expensively built up over years.
It doesn't have to be that way. David Butler shows how call centers can be a bottom-line asset to companies, not just a money sink. It cites, for example, the case of a highly cost-effective center in the south-west United States with an annual employee turnover of under 3% and (if I guess the real identity of the company correctly) many happy repeat customers, including myself.
David Butler owns a call center management company and is a recognized expert on the subject. "Bottom-Line Call Center Management" contains detailed information on where best to locate new call centers, how to evaluate and implement new call center technology, how to calculate the value of a call center in dollar terms, and how to create an environment that will attract and retain a loyal and productive staff.
For those of us on the customer side of the business, Dr Butler stresses the need to ensure that representatives are familiar with the products they support or sell. Call center representatives, just like all customer-facing staff, need to understand how customers use the company products and services. If representatives can't articulate product knowledge and understand customer concerns, they really are just a "cost center" and, as the author repeatedly warns, are in danger of having their jobs eliminated or sent abroad. That represents a disaster to their communities and a financial loss to the companies that employed them.
Book Description
During the past decade, employee turnover has become a very serious problem for organizations. Managing retention and keeping the turnover rate below target and industry norms is one of the most challenging issues facing business. All indications point toward the issue compounding in the future and, even as economic times change, turnover will continue to be an important issue for most job groups. Yet despite these facts employee turnover continues to be the most unappreciated and undervalued issue facing business leaders.
There are a variety of reasons for this, for example, the true cost of employee turnover is often underestimated. The causes of turnover are not adequately identified, and solutions are often not matched with the causes, so they fail. Preventive measures are either not in place or do not target the issues properly, and therefore have little or no effect, and a method for measuring progress and identifying a monetary value (ROI) on retention does not exist in most organizations.
'Managing Employee Retention' is a practical guide for managers to retain their talented employees. It shows how to manage and monitor turnover and how to develop the ROI of keeping your talent using innovative retention programs. The book presents a logical process of managing retention, from identifying turnover costs and causes, designing solutions that match the causes of turnover, developing tools for tracking turnover and placing alerts when action is needed, and measuring the ROI of retention programs.
* Shows how to accurately cost turnover, providing examples and actual data from hundreds of organizations
* Presents effective ways to identiry the causes of turnover so the problems can be quickly rectified
* Shows how to measure the monetary return on investment of retention programs
Product Description
What You Accept is What You Teach offers practical advice to managers on how to hold employees accountable for a strong work ethic, intrinsic motivation, a positive attitude and constructive conduct toward customers and co-workers. It describes a leader's rights and responsibilities relative to maintaining standards for teamwork and customer service. It discusses how to effectively confront and set limits with employees who demonstrate counter productive and passive-aggressive behaviors that raise havoc on group morale.
Book Description
Praise for The Art of Constructive Confrontation
"There's no magic formula for building a successful enterprise, large or small. If you're in the business of making a profit, you're in the business of building people. First you build your people. After that, your people produce the profit. The Art of Constructive Confrontation is an easy-to-follow, systematic process that makes sure you don't get those things backwards. Constructive confrontation is the closest thing you'll ever find to hold people accountable for what they do, while at the same time reducing the conflicts that get in the way of productivity and, ultimately, profits."
—Spencer Hays, founder, The Tom James Company Executive Chairman, Southwestern/Great American, Inc.
"The Art of Constructive Confrontation is a clear and concise road map to making the all-important conversations between team leaders and team members happen. More than that, the constructive confrontation process keeps those conversations happening, keeps them consistent and constructive, keeps everybody accountable, and unleashes the leadership potential in everyone."
—Angelo Valenti, PhD, leader of The Company Psychologist and coauthor, Unleashing Leadership
"Embracing constructive confrontation builds a strong, effective leader with a strong, effective team. This book covers the step-by-step process to make you that kind of leader."
—Danny Cox, coauthor, Leadership When the Heat's On
Download Description
A manager's guide to improving efficiency, increasing accountability, and lessening conflict Confrontation is used too often among business leaders as a last resort or a way to express frustration. But using confrontation constructively can actually improve leadership and organizational effectiveness. Constructive confrontation is a structured, systematic, three-step approach that decreases conflict and increases accountability by connecting the dots between what people want and what organizations need. Stressing the importance of well-articulated expectations, detailed follow-up, and recognition of achievement, constructive confrontation improves accountability, clears up misunderstandings about goals, and actually lessens conflict. This book shows every manager how to use constructive confrontation to enhance organizational performance through accountability and action
Customer Reviews:
great book, maybe coud be shorter.......2006-04-01
This is a great book filled with bunch of great tips for leaders. Personally I greatly appreciated the idea of covenant, and the questions to ask people. I took one star off just b/c I felt like the book could have been a bit shorter. Bunch of things were repeated again and again and at some parts some water was just added to the text. But overall, great book!
Compassionate Leadership.......2005-10-24
If only business leaders would do this stuff . . .
As the authors readily admit, the basic concepts forming the foundations of "constructive confrontation" are not particularly new. Communicating, listening, forming concensus, agreeing on courses of action, making course changes, and celebrating progress should be pillars of leadership for any good corporate leader. Yet, for most they aren't.
This book explores just why that is and provides concrete, real-life examples of successful confrontation. The book has an easy to follow format, and non-threatening steps for leaders to take. If the goal is more productivity, less turnover, and a happier work environment, then this is a wonderful place to start.
Confrontation has such a negative connotation, normally, but here it is presented in the most positive light. It is nothing more than the meeting of two (or more) parties, face-to-face, to communicate about common goals, etc. I was really impressed that these activities surely can aid in communication outside the workplace. Try confronting a teenager about goals and expectations, and arriving at a commitment from both parties, with a means to guage results . . . and a means to modify the plan. Know what the consequences are when expectations are not met, and celebrate when they are.
Seriously, follow these steps and guidleines and you can be a great leader, even in your own home.
Good Information.......2005-09-23
The authors have conveyed a simple way to have less conflict with greater accountability. It's a great read for upper as well as middle management. Following the suggestions in the book, also reduces a great deal of stress in the workplace.
This is the Manual for doing business!.......2005-08-19
This book illustrates the way to practicing confrontation (constructively) that forwards projects and gets the job done! My stress level has dropped greatly from using the principles in this book. I wish everyone would read it!
Great, practical advice!.......2005-08-18
I have always thought of confrontation as being something to be avoided because of it's negative connotation. This book showed me how important and positive confrontation can actually be - not only in the workplace but in our personal relationships as well. Great book! All people in leadership positions should take this great advice.
Average customer rating:
- A reference book on measurement and evaluation for HR
- Tracking success in HRpractitioners need this book.
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Accountability in Human Resource Management (Improving Human Performance)
Jack J. Phillips
Manufacturer: Gulf Professional Publishing
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Finding & Keeping Great Employees
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Human Resource Champions
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HR to the Rescue (Improving Human Performance)
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Ten Steps to Empowerment
ASIN: 0884153967 |
Book Description
Techniques for evaluating the human resource function, and measuring its bottom-line contribution.
This guide develops a results-based approach to human resources that keeps an eye on the bottom line. Based on actual experiences, accepted practices, and a strong 10-year research base, it clearly shows you how to:
Uncover and monitor the costs of human resource (HR) programs
Develop programs emphasizing accountability
Design data-collection instruments for evaluation
Measure the contribution of human resources
Calculate the return on investment
Elevate management's commitment to HR programs
Phillips' nine-step, results-based human resource model helps you analyze, create, and execute successful HR programs. In addition, you'll find a Human Resources Effectiveness Index you can use to measure the overall effectiveness of HR performance. A benchmarking chapter assists you in comparing your success against other organizations. HR professionals, top- and middle-level managers, and students of human resources management will find this book an invaluable resource in which each technique and idea has been tested and proven in actual practice.
'Accountability in Human Resource Management' develops a results-based approach to human resources that keeps an eye on the bottom line. Based on actual experiences, accepted practices, and a strong 10-year research base, it clearly shows you how to:
*Uncover and monitor the costs of human resource (HR) programs
*Develop programs emphasizing accountability
*Design data-collection instruments for evaluation
*Measure the contribution of human resources
*Calculate the return on investment
*Elevate management's commitment to HR programs
Phillips' nine-step, results-based human resource model helps you analyze, create, and execute successful HR programs. In addition, you'll find a Human Resources Effectiveness Index you can use to measure the overall effectiveness of HR performance. A benchmarking chapter assists you in comparing your success against other organizations. HR professionals, top- and middle-level managers, and students of human resources management will find this book an invaluable resource in which each technique and idea has been tested and proven in actual practice.
Based on actual experiences, accepted practices, and a strong 10-year research base, it clearly shows you how to:
Uncover and monitor the costs of human resource (HR) programs
Develop programs emphasizing accountability
Design data-collection instruments for evaluation
Measure the contribution of human resources
Calculate the return on investment
Elevate management's commitment to HR programs
Customer Reviews:
A reference book on measurement and evaluation for HR.......2000-06-16
"During the last decade, the Human Resources (HR) function experienced drastic change in its role, status, and influence". Jack J. Phillips writes, "Some HR executives recognized the change and stepped up to the challenge. A panel of top-level HR executives recently assembled by Personnel Journal agreed that HR is moving away from the transactional, paper-pushing, hiring/firing support function it has been and is becoming a bottom-line business decision maker...Peter Drucker predicted these changes in The Wall Street Journal over ten years ago when he asserted that the personnel department, in addition to changing its name to human resources, must behave quite differently and follow the line mode of behavior rather than the staff mode"(pp.1-5).And hence, he rightly argues that "from recent articles, reports, books, and interviews on the subject, seven trends can be identified that have a significant impact on an organization's bottom-line results and the HR function's role in the process. These trends include the increased importance of the HR function, increased accountability, organizational change and quality programs, improvement in productivity, adoption of HR strategies, growing use of HR's information systems, and reliance on partnership relationships. Collectively these trends enhance or complement the efforts of the HR department to monitor and improve its contribution to organizational performance" (pp.5-6).
Within this context, he divides his book into four parts as follows:
Part I- presents a general framework for evaluating the HR function (Chapters 1-2)
Part II- presents the issues involved in developing a results-based approach to HR (Chapters 3-4)
Part III- focuses on specific ways to measure the contribution of HR (Chapters 5-9)
Part IV- explores data analysis and presentation results.
One of the core concepts of the book, in Chapter 1, he focuses on paradigm shifts from traditional HR approach to a more results-based approach demanded in today's environment, and summarizes these paradigm shifts necessary for a results-based approach as follows:
Traditional Approach:
(1) New programs initiated by request or suggestion of any significant manager or group.
(2) A maltitude of programs in all areas.
(3) Existing programs are rarely, if ever, eliminated or changed.
(4) Count activities, hours of involvement, number of employees involved, etc.
(5) Limited management involvement in the HR process.
(6) HR viewed as cost center.
(7) HR staff unfamiliar with operations issues.
(8) HR staff lack knowledge of finance and business concepts.
Results-Based Approach:
(1) New programs initiated only after a legitimate need is established.
(2) Fewer programs with greater opportunity to make an impact.
(3) Existing programs are regularly reviewed and eliminated when necessary.
(4) Measure the impact of programs on the organization.
(5) Extensive involvement and collaboration with management.
(6) HR is viewed as an investment in employees.
(7) HR staff very knowledgeable about operations issues.
(8) HR staff versed in basic finance and business concepts.
I highly recommend this invaluable study to all HR executives.
Tracking success in HRpractitioners need this book........1999-03-11
This important work shows you how to take a results-oriented approach to human resources. It explains how to develop programs with an emphasis on accountability, determine the costs of HR programs, calculate the return on investment, design data collection instruments and techniques for evaluation, and strengthen management's commitment to HR efforts. The author presents a nine-step model to analyze, develop, and implement programs and illustrates its use. He also presents a methodology for measuring overall effectiveness of HR. This book shows how to benchmark against other organizations. Comprehensive and useful. Overall, tracking success is crucial for HR practitioners to understand and do! Ergo, HR practitioners need this book.
Average customer rating:
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HIPAA 1 Overview
Daniel, M.D. Farb
Manufacturer: UniversityOfHealthCare
ProductGroup: Book
Binding: CD-ROM
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ASIN: 1932634282 |
Book Description
This title is part of the UniversityOfHealthCare/ UniversityOfBusiness Interactive Training Library, which offers authoritative, clearly written material in an interactive form for better comprehension and documentation of completion. The HIPAA series teaches the HIPAA regulations by engaging you in the soap opera of how Roy L. Paine, a British tabloid reporter, obtains information on the movie stars going to Dior Armani Medical Center in Beverly Hills. The story not only engrosses you in the learning, but also integrates case studies into the plot. HIPAA 1 covers the basics of HIPAA and how to prepare for HIPAA, the appointment of a privacy officer and preparation of the organization, some of the simple areas of HIPAA to start with, some sample memos, and references to relevant regulations. A graded test is included. The nursing accreditation reviewers noted, "The use of a hospital soap opera to explain HIPAA content is extremely clever, humorous, and engaging. It is a valuable learning method and increases retention of this content. Interactivity in the course is used extremely well and is meaningful." Approved for 4 national nursing contact hours--requires purchase of separate test. 139 pages. You must have Internet Explorer 4.0 or higher running on your computer. Supported operating systems are Windows 95, 98, 98 SE, ME, 2000, or XP. You will need Internet access to e-mail us your unique key and receive a password key. License is for one user on one computer.
Book Description
A decade ago, The Oz Principle took the business world by storm. At its root, the principle works like this: Like Dorothy and the gang in The Wizard of Oz, most businesspeople have the tools to succeed, but when things go wrong they blame circumstance or others instead of looking within for the true cause of unsatisfactory results. Once individuals learn to accept responsibility, they can use the Oz Principle to become better leaders.
Now, with corporate scandals in the headlines and the culture of victimization running rampant at every level of the business world, Roger Connors, Tom Smith, and Craig Hickman return with a new edition of The Oz Principle. Fully revised, this edition will update the statistics, concepts, and relevant companies through fresh, timely anecdotes and stories.
Customer Reviews:
I built a company culture on this book!.......2007-10-02
I'm now using this book to build a corp. culture for the second time. I buy a copy for every employee. I know they don't all read it. But, we use it as the text for company meetings, training and performance expectations. Big help in getting people to take more responsibility for our success as a company.
enjoyed the book.......2007-09-30
normally I am a cynical employee and our company is going into this hot and heavy. I figured that for once I should read about something before I talk bad about another fad. I read it cover to cover with a open mind and I agree with what it is pushing and I hope that my company really tries to follow the example.
Sadly, I do not see this taking hold where I work as the "CYA" principal will never go away and that is a shame.
Old Fashion.......2007-06-08
I guess i can understand the purpose of the material. However, it all seems to be common sense to a recent college grad who had to do any teamwork. I would find books on "treating women equal" just as useful. The concept is outdated, these things are already being taken care of in society.
Hackeneyed cliches and unsupported conclusions.......2007-05-15
I could not have been more disappointed in a supposedly useful business book. The entire book consisted of assertions on how "accountability" leads to better results, without a single empirical example to support it. Rather, there were plenty of quotes from Jack Welch (he who had 5 good years out of 20 at the top) and anecdotal stories linked to the Wizard of Oz. How dumbed down has business press gotten? What's next, management according to "Go Dog Go"? It was just bloody awful
Book and tape combo.......2006-02-19
I listened to the tape and used the book as documentation of the most important parts. It worked really well as a study method.
Average customer rating:
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Accountability and Radical Change in Public Organizations
Manufacturer: Quorum Books
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ASIN: 1567201792 |
Book Description
Sims and the contributors to this challenging new volume maintain that public sector organizations must radically reinvent themselves, if they are to survive and succeed in their missions: to provide quality service to their clients at a cost taxpayers can afford (or are willing to pay). They offer a firsthand look at how change occurs at all levels of government, and from this and other experiences they lay out strategies and tools that others in government can use quickly and with good results in their own public organizations. However, Sims and his panel of experts also note that not everything in organizational change will produce positive benefits; some results will be negative, and these too must be understood and dealt with. By compiling the viewpoints, advice, experiences, recommendations of public managers themselves, plus consultants, academics, and citizens who benefit from government (and are often its harshest critics), Sims gives readers a solid, realistic insight into the problems of today's public agencies, and workable advice on how to solve them. Accountability and Radical Change in Public Organizations examines the current government and reinvention initiative occurring in public organizations at the local, county, state, federal and international levels. The book highlights the importance of understanding that change in government will continue to be a way of life for public managers, thus requiring an ongoing analysis of those forces driving change and the need to increase our understanding of why certain change efforts work and others fail miserably in government. The contributors to this volume emphasize that while reinvention, accountability, and change are serious initiatives that public managers must confront they must take caution and learn from each others' experiences.
Books:
- History: Fiction or Science? (Chronology, No. 1)
- How to Develop and Promote Successful Seminars and Workshops: The Definitive Guide to Creating and Marketing Seminars, Workshops, Classes, and Conferences
- Human Dynamics : A New Framework for Understanding People and Realizing the Potential in Our Organizations
- Human Side of Organizations, The (9th Edition)
- Job Analysis: Methods, Research, and Applications for Human Resource Management in the New Millennium
- Leadership By Encouragement (St Lucie)
- Leaf Man (Ala Notable Children's Books. Younger Readers (Awards))
- Learning by Doing: A Comprehensive Guide to Simulations, Computer Games, and Pedagogy in e-Learning and Other Educational Experiences
- Legal Aspects of Health Care Administration
- Living a Life that Matters
Books Index
Books Home
Recommended Books
- Victims of Progress
- The Practice of the Presence of God
- Microbiology Lab Manual, Second Edition
- Molecular Spectra and Molecular Structure: Infrared and Raman of Polyatomic Molecules
- School Builders
- The Long Tail: Why the Future of Business is Selling Less of More
- The Fat Free Living Family Cookbook
- Building in France, Building in Iron, Building in Ferroconcrete
- Minimalism DesignSource
- The Case Of The Murdered Muckraker: A Daisy Dalrymple Mystery
Simplified Strategic Planning: A No-Nonsense Guide for Busy People Who Want Results Fast!
Team-Based Strategic Planning: A Complete Guide to Structuring, Facilitating and Implementing the Process
Applied Strategic Planning: How to Develop a Plan That Really Works
Strategic Thinking: A Step-By-Step Approach to Strategy, Second Edition
Creating and Implementing Your Strategic Plan: A Workbook for Public and Nonprofit Organizations, 2nd Edition
