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Human Sigma
Six Sigma changed the face of manufacturing quality. Now, HumanSigma is poised to do the same for sales and services. Human Sigma offers an innovative research-based approach to one of the toughest challenges facing sales and services companies today: how to effectively manage the employee-customer encounter to drive business success. What would your company look like if you could increase the revenue and profitability potential of every customer by more than 20 percent? What if you could double the productivity of every employee? And what if these two phenomena together could drive overall organizational performance exponentially? What would your company look like? And how would you go abou...
Human Sigma
Six Sigma changed the face of manufacturing quality. Now, HumanSigma is poised to do the same for sales and service organizations. Human Sigma offers an innovative, research-based approach to one of the toughest challenges businesses face today: how to effectively manage the employee-customer encounter to drive business success. Based on research spanning 10 million employees and 10 million customers around the world, the Human Sigma approach combines a proven method for assessing the health of the employee-customer encounter with a disciplined process for improving it. Human Sigma is based on five rules to bring excellence to how employees engage and interact with customers: RULE #1: E Plur...
The Service State
In the past ten years, Canadians have witnessed a renaissance in the delivery of government services. New service organizations are cropping up across the country and accomplishing extraordinary things. Efforts are being made to consult citizens on how to improve and integrate services. Considerable resources are being invested in measuring and showcasing performance improvement. This book probes the central dimensions of service reform efforts from a variety of perspectives and answers some pressing questions: How can we make better decisions about service delivery? How should we measure service delivery performance? How should we engage users of government services? How can we create a service culture? How can we use the internet more effectively? Approaching service delivery as not merely technical but inherently political and controversial, the authors look beyond the rhetoric to see what has actually been achieved and what obstacles confront further improvements.
Change Management An Introductory Overview
Change Management - An Introductory Overview provides a practical approach to: • Explain the background to change management (including common management errors, trends, etc) • Look at the suitability of some frameworks used to handle organisational transition • Make explicit the ingredients in the framework required to achieve effective organisational transition, ie a road map to create a peak-performance, innovative, agile and robust organisation in a world of constant flux • Identify/explore some innovative and creative techniques that assist in successfully achieving organisational transition • Analyse you and your organisation’s current capability in meeting the change challenge • Anticipate and overcome the most common challenges in the organisational transition process • Address/explore the challenge of implanting the change process permanently in your organisation’s culture, such as behavioural changes • Highlight the importance of leadership, rather than management, in organisational transition • Identify the strategies available to facilitate empowerment and to reward others for follow-through on any change
Escape the Improvement Trap
Written by two experts who have dedicated their careers to quality improvement, Escape the Improvement Trap: Five Ingredients Missing in Most Improvement Recipes separates itself from other improvement books by looking at why most companies rarely achieve anything more than an average level of improvement maturity. They identify five critical ingre
The Leader Lab
What if you could become a great manager, leader, and communicator faster? The Leader Lab is a high-speed leadership intensive, equipping managers with the Swiss Army Knife of skills that help you handle the toughest situations that come your way. Through painstaking research and training over 200,000 managers, authors Tania Luna and LeeAnn Renninger, PhD (co-CEOs of LifeLab Learning) identified the most important skills that distinguish great managers from average. Most importantly,they’ve discovered how to help people rapidly develop these core skills. The result? You quickly achieve extraordinary team performance and a culture of engagement, fulfillment, and belonging. Too often, folks ...
Oxford Handbook of Positive Psychology and Work
Part of the Oxford Library of Psychology, the Oxford Handbook of Positive Psychology and Work examines what positive psychology offers to our understanding of key issues in working life today. Drawing on the disparate literatures from positive psychology, management, I/O psychology, and human resources, the volume begins with a consideration of the changing world of work that sets the context for the rest of the book and then moves into a specific consideration of work issues from the perspective of positive psychology. Chapters focus on such topics as strengths, leadership, human resource management, employee engagement, communications, well-being, and work-life balance. The volume will be a core resource for both researchers and practitioners interested in the application of positive psychology to work.
Strengths Based Leadership
From the authors of the bestselling "StrengthsFinder 2.0" comes a landmark study of great leaders, teams, and the reasons why people follow them.
Stop Complainers and Energy Drainers
Turn constant complainers into productive contributors Constant complainers take up resources, time, and mental bandwidth in the workplace. When you change a culture of complainers to one of contributors, you boost morale, increase productivity, and promote effective communication. In short, you get more done with less drama. In Stop Complainers and Energy Drainers, workplace communication expert Linda Swindling shares her expertise in negotiating tough situations in the workplace. Discover how to influence others to accomplish your purpose. Stop Complainers and Energy Drainers uses scenarios, engaging questions, and survey results to provide strategies that can be implemented immediately. S...
The Emotionally Strong Leader
The Emotionally Strong Leader offers those leading our workplaces, organizations, and institutions an opportunity to transform their leadership and their lives by learning to harness the power contained in recognizing and understanding their feelings. For leaders, managing their emotions and leading with a strong mind and a kind heart while using a set of clear, simple, and tested skills and strategies will enable them to connect more authentically and communicate more effectively with their colleagues and teams. This kind of connection and communication creates an environment of trust and belonging that will spur engagement, spike curiosity, and engender fraternity in the workplace. How doe...
