The Value Profit Chain : Treat Employees Like Customers and Customers Like Employees

The Value Profit Chain : Treat Employees Like Customers and Customers Like Employees
Average customer rating:

As Good As It Gets

A Good Idea, But not a Clear Argument.

The Value Profit Chain : Treat Employees Like Customers and Customers Like Employees
James L. Heskett , W. Earl Sasser , and Leonard A. Schlesinger
Manufacturer: Free Press
ProductGroup: Book
Binding: Hardcover

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ASIN: 0743225694
Release Date: 2002-12-31

Book Description

James Heskett, Earl Sasser, and Leonard Schlesinger reveal powerful new evidence that paying close attention to the employee-customer relationship will enable any organization to be a low-cost provider and achieve superior results -- proving that you can have it all, a goal thought inadvisable just a few short years ago. At the heart of this bold assertion is the authors' indisputable conclusion supported by thirty-one years of groundbreaking research: today's employee satisfaction, loyalty, and commitment strongly influences tomorrow's customer satisfaction, loyalty, and commitment and ultimately the organization's profit and growth -- a quantifiable set of associations the authors call the value profit chain.

In what may be the most far-reaching study ever undertaken of the strategic importance of the employee-customer relationship, Heskett, Sasser, and Schlesinger offer profound new insights into the life-long value of both employees and customers and the increasingly important concept of employee-relationship management. Readers will discover how organizations as diverse as aluminum maker Alcoa, travel agency Rosenbluth International, and the Willow Creek Community Church treat employees like customers (in the case of Willow Creek, volunteers as well). Conversely, the authors show how advertising agency Merkley Newman Harty and financial services provider ING Direct treat customers like employees, pursuing the ones they want most. At the Vanguard Group, Cisco Systems, and Southwest Airlines, both practices are common. The authors explain how these organizations and many others -- whether large or small, public or private, or not-for-profit -- achieve profitability and growth or the equivalent by leveraging results and process quality to deliver differentiated products and services at the lowest cost.

Timely, essential, and important reading, The Value Profit Chain should be readily accessible on the desk of every forward-thinking manager.

Customer Reviews:

As Good As It Gets.......2003-11-01

The Value Profit Chain provides tremendous insight into the critical elements of a world class operating strategy. I particularly found Chapters 1 and 2 extremely helpful in providing a framework to think about the details of what is required to support our brand positioning. As they say, God is in the details and this book helped me understand which details matter and which don't. I highly recommend this book to anyone trying to lead customer-focused change in their organizations.

A Good Idea, But not a Clear Argument........2003-05-22

This book has some value but it is jumbled up with a lot of that mumbo jumbo that people in HR use when they have little to add to a discussion.

Most employees are not owners and will never really behave (work hard) like owners - they talk much about loyalty and responding to good practices but experience tells me that when it comes to the choice of a midnight session to complete a presentation, most will have an excuse (got to take the cat to the vet) and those that stay will want two days off as their matching reward while telling you for the next year how hard they work.

This book sides with the employees as being open to great things so you just have to treat them as per their instructions.

Yes in some cases, employees will meet the expectations. But mostly they will let you down, as does this book.

In Action : Linking HRD Programs with Organizational Strategy (In Action Case Study Series)
Average customer rating:
In Action : Linking HRD Programs with Organizational Strategy (In Action Case Study Series)
William Rothwell
Manufacturer: ASTD
ProductGroup: Book
Binding: Paperback

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ASIN: 1562860879

Book Description

The case studies included in this volume show you how organizations of varied sizes and types have attempted to link human resource development (HRD) efforts-some successfully and others not so successfully-to organizational strategy. Many cases are drawn from U.S. domestic organizations lead you through the best practices.

Book Description

1847... Gerard Keegan, a schoolteacher, and his young bride left County Sligo to travel aboard the now infamous coffin ships to Canada. In his diary Gerard Keegan charts the reality of famine and emigration--relatives seeking his advice, the walk from Sligo to Dublin, fever on board the ship, a fight with the first mate, a catch of fish, storms, sighting whales, the passengers' first sight of land--and the bittersweet fate of those who survived to reach the promised New World.

Book Description

This volume contains the papers presented at the Third Alexander von Humboldt Colloquium on Celestial Mechanics. The papers cover a large range of questions of current interest, from the behaviour of dust particles to the stability of the solar system as a whole. The motions of asteroids and their classification into families are also discussed. Specific topics addressed are KAM theory, chaotic motions, resonances, Lyapunov characteristic exponents, perturbation theory and numerical integration.

Book Description

This book is intended for use as a text in International Forestry and for reference purposes for students of forestry, range management, and other fields of natural-resource management. Laarman/Sedjo explain cross country patterns of international trade in forest products, evaluate issues linking forests to the biosphere, and the management of forests and wildlands in the global context.

Spinning the Globe : The Rise, Fall, and Return to Greatness of the Harlem Globetrotters
Average customer rating:

A three Pointer at the buzzer

Spinning the Globe : The Rise, Fall, and Return to Greatness of the Harlem Globetrotters
Ben Green
Manufacturer: Amazon Remainders Account
ProductGroup: Book
Binding: Hardcover
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ASIN: B000ENBSZ4

Customer Reviews:

A three Pointer at the buzzer.......2005-10-02

It is an honor to be the first person to review this book. One of my greatest childhood memories is of my father taking my brother and I to see the Globetrotters in the late 60's. I fell in love with the show then and have gone to see them about ten times since then. I love introducing people to the trotters who never saw them in person before.Now this great new book comes along about the Trotters. It was too good to be true. This is a very scholarly tome. It is richly detailed. I came away from it marveling at the stamina and endurance of this team. Being in existence for 80 years is truly remarkable. This book traces the teams' history from their humble beginnings in the 1920's to their resurgence in 2005. I was startled by the poor conditions they played under early on. Abe Saperstein, the founder and owner of the team is an enigma. I found myself admiring him greatly at times and hating him for his veiled prejudice and sense of superiority.Mr Green devotes a lot of space to Goose Tatum and Marques Haynes. It is worth it to get to know these great players that came before my time. The story about Goose and his "son" was very funny. I was really looking forward to reading the section on Meadowlark Lemon. He was my globetrotter hero growing up and it was a bit sad to read about his career as a Trotter. The book really picks up steam when Mannie Jackson is introduced as the current owner of the team and all of his changes are instituted and the Globetrotters are returned to glory. The book has great closure.If I had one quibble with this book I would have liked to know more about the inner workings of the games and how the Trotters work with the Washington Generals or whichever team they are playing. I would have loved to have read what it is like playing against the Trotters night after night. It would have been interesting to read about the referees throughout the years. They have borne the brunt of many a globetrotter riff. It would have been nice to have seen them paid their due.I applaud Mr Green for an exhaustively written book about one of the greatest sports teams of all times.

Spinning the Globe: The Rise, Fall, and Return to Greatness of the Harlem Globetrotters

Average customer rating:

Spinning the Globe: The Rise, Fall, and Return to Greatness of the Harlem Globetrotters
Ben Green
Manufacturer: Amistad
ProductGroup: Book
Binding: Paperback
ASIN: B000OEMQKE

Customer Reviews:

Invaluable!.......2006-07-03

I would have been lost in China without this book! It gives the most common words needed by a traveler and except for the short conversational sentences, shows the words in Chinese script as well as pinyin and phonetic English. Having the words in Chinese is important because when you can't pronounce them, you can then point to them! Chinese friends told me that some words were wrong, and indeed the word for 'Bandaid' was wrong- using that got only some sort of long, hardly sticky tape, however overall, the book was excellent, well laid out and with most of the words and phrases one needs to survive in China.

Excellent beginner's dictionary, very good phrasebook.......2006-06-11

The book opens with an excellent 45 page section on basic ways of forming common sentences: yes/no questions, questions about how much or how many, handling verbs, et c.

The English to Chinese dictionary gives 160 pages with examples, and notes on usage, and some cultural notes to explain nuances of meaning. The Chinese words are given in pinyin, and a phonetic spelling (adapted to Chinese sounds but to American ideas of how a sound might be spelled), and Chinese characters -- so if you cannot successfully pronounce one you can point to it and people anywhere in China will be able to read the characters.

Then come 50 pages of Chinese to English alphabetized by Pinyin spelling. When you achieve mastery of Mandarin you'll use dictionaries arranged by Chinese characters but I can assure you that would do me no good at this point.

Useful signs like "information desk" or "International departures" are collected in one section, and menu items in another. Signs are organized thematically with Chinese character spellings -- since you may see them that way, or you may need to point to one in the book to ask a local where it is -- and they are also in pinyin, and English. Menu items get all of that plus a phonetic spelling since you are more likely to try to say them. All very nice.

However, this is much more a dictionary than a phrasebook. The rival Chinese Phrases for Dummies has many more phrases, very usefully organized by theme. They are given in Chinese by pinyin and a suggestive phonetic spelling. The Dummies book also gives basic grammar and probably more helpful advice on pronunciation than the Rough Guide and it gives very much more help on how to talk to a waiter, for example, and it has a long section on how to deal with medical questions (which the Rough Guide barely touches) and other topics. Dummies collects a number of especially useful idioms at the end, mostly to make you more graceful or polite. Plus Dummies is laid out in a large and systematically varied typeface which will help you to find a phrase on a page if you are bit flustered, rushed, or tired.

If you want this kind of book at all then you should probably buy both the Rough Guide and the Dummies. They are cheap.

A warning: Many beginners' dictionaries try to "help" you by not using the official pinyin romanization -- the official Chinese method of putting Chinese into the basic western alphabet. Instead they give something between their idea of how pinyin ought to be done, and their own idea of a phonetic spelling. Some omit the tones altogether. Do not even look at anything that omits the tones. Mandarin, like all varieties of Chinese, is incomprehensible without the tones. As to pinyin, there are serious problems with making it universal in China: It works better for Mandarin than for other dialects such as Cantonese; and it fails to distinguish between homophones so that it works poorly for people's names and for literature. But the usage in China seems decisive to me:

China means to become the world's number one tourist destination. They know that will not happen unless they include western alphabetic spellings on important street signs and shop signs and so on. And they have chosen to use pinyin. They use English too in especially international places, but not everywhere. When you go to China you will see pinyin and you will not see some American publisher's idea of how it should have been done instead. So you may prefer some other phonetic system but I want to learn the official hanyu pinyin that I will see there. It is just a small investment of time learning, for example, to say "ch" when you see q, plus you get help with this in both the Rough Guide and the Dummies since they give phonetic spellings along with pinyin.

I have not seen the The Rough Guide to Mandarin Chinese Dictionary Phrasebook 3 published by Rough Guides; Updated edition (May 29, 2006). It is just a few pages shorter than this and is probably just a minor update.

A Must Have Guide to Mandarin.......2006-02-14

I spent a month in Beijing this past summer and this particular guide was absolutely invaluable. I went to China with about 30 other Americans and we all agreed that of all of the guides we had, this book was by far the easiet to use. It provides short phrases in Mandarin, Pinyin and English. I used the book to buy "Bandaids" and special order a birthday cake. You simply have to point to the phrases that are applicable. I also liked the book because of its compact size.

Very good phrasebook.......2005-11-03

For the first year of my life in China, I carried this phrasebook with me at all times. It covers most of what you need in a very small package and also (essential to learning Mandarin) has tones accurately and clearly marked over pinyin characters. If "worse comes to worst," you can show the Chinese character in the book to the person you are trying to communicate with. There are helpful explanations in various places in the book as well. For instance the listing for train carries an explanation of the different categories of seats available (hard seat, soft seat, hard sleeper, and soft sleeper). There are sample conversations, there's a very brief section for translating some Mandarin back into English. For those who are trying to learn the language more in depth, the introductory sections in the front are helpful when it comes to grammar and verb tense. For what it's worth, this book is sold for double its face value in bookshops located inside hotels that cater to foreigners within China.

Very disappointed.......2005-07-07

My copy is actually missing pages. (I bought it brand new) As I was flipping through it when I received it, I saw blank pages throughout the book. I thought maybe these were placed there to write notes or stuff so I didn't pay much attention to it. Then about three weeks later as I was looking up an entry, I flipped from page 25 to 26 and 26 was a blank page. So was 27. I flipped again and there was page 28 in tact. But the words made a huge jump and I then realized these weren't blank pages for notes, they were blank pages because the information didn't get printed on them. This book is full of this missing data! I assume it's too late to return the book now so it's not very useful to me. Also, from what I did see, it is quite a bit different from the Chinese I have been learning by using the Pimsleur method, Rossetta Stone and my ABC dictionary. So if you're not used to seeing the differences in Chinese for the same word, it may be a little confusing. I won't buy another book from this publisher.

The Rough Guide to Mandarin Chinese Dictionary Phrasebook 3 (Rough Guide Phrasebooks)

Average customer rating:

ITS OK
The best book if you want to be able to say more than hello during your trip.
fun to read
Great asset on my recent trip

The Rough Guide to Mandarin Chinese Dictionary Phrasebook 3 (Rough Guide Phrasebooks)
Rough Guides
Manufacturer: Rough Guides
ProductGroup: Book
Binding: Paperback

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The Rough Guide to China 4 (Rough Guide Travel Guides)
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SPEAK E-Z CHINESE In Phonetic English
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ASIN: 1843536358

Book Description

Whether you want to reserve a hotel room, hire a bicycle or pay the restaurant bill Â- The Rough Guide Mandarin Chinese Phrasebook will help you all the way. The A-Z English to Mandarin and A-Z Mandarin to English translations will have you speaking the language even before you step off the plane. Practice your pronunciation with 16-pages of additional scenario material; available as downloadable audio files, the scenarios have been recorded by native Mandarin speakers and are compatible to either your computer or iPod. This thoroughly-revised third edition includes a detailed grammar section and a helpful menu and drinks list reader to ensure you always choose the right dish. With this phrasebook in your pocket you are sure to have a great trip!

Customer Reviews:

ITS OK.......2007-08-05

As with most of these books the print is small. There needs to be more English to PinYin translation of both words and phrases.

The best book if you want to be able to say more than hello during your trip........2007-02-07

Rough Guide Mandarin is structured completely different from most phrase books: The first 40+ pages gives you numbers, days of the week, time, etc., and a 20 minute course in grammar. Oh no, you might be saying, but it is presented very simply. For instance it presents a handful of common verbs and their conjugations. So on one page you can see how to say "I have," "he has, " etc. and "I like," "he/ she likes," etc.

The rest of the book is split between an English-Mandarin dictionary (160 pages approx), a Mandarin-English dictionary (40 pages, approx.), and a 20 page menu reader. What makes the English-Mandarin dictionary pages unique, though, is that most every other page (at least) has dialogue boxes relating to the most useful word(s) on that particular page. For instance, when you thumb through the book for the word "live," you get the word itself, but also the phrases "I live in..." and "Where do you live?" It'll take you 10 minutes to find such a phrase in Berlitz or Lonely Planet in their "getting to know others' section. But because Rough Guide is structured as a dictionary, with hundreds of really useful phrases highlighted in boxes within, you can access something you want to say rather swiftly...and actually deliver it just a minute or so after looking for it. Add the grammar section, where you learn useful verbs and how to conjugate their past tenses, and the number section, and you can learn easily to chat with someone about where you are from, where you are going, where you have traveled thus far, what you like/liked, and so on. Likewise, knowing have to say "have" make sit easily to ask whether a hotel has rooms, whether the room has a shower (after thumbing through the book for the word for shower), etc. And when the answer comes back that the hotel doesn't have, or say "we have," you can actually catch what they are saying.

If still not persuaded, next time you're in a bookstore compare a Berlitz, a Lonely Planet, and a Rough Guide language phrase book side by side. Lonely Planet Mandarin, for example, is basically several pages of basic grammar followed by many sections of phases you won't likely ever use. For instance, the guide provides several pages each of lists of occupations, nationalities, college majors, items of stationary, jewelery, colors, insects, flowers, aquatic sports(!), electrical appliances, camping terms,and so on. Also provided are pat phrases to employ at a hotel's front desk, at a doctor's, at the optometrist, and eating out, among other mini-sections. The book, in effect, is set up to be taken out to be used once a day, if that. It's an improvement on Berlitz phrase books, but not by much. (Berlitz simply divides their books into 10 or so color coded sections such as: "sightseeing," "relaxing," "shopping," traveling around," "money," "eating out," etc.)

So, if you just want a book for emergencies (say, breaking a leg, etc.) then Berlitz and/or Lonely Planet phrase books will serve you well...in your pocket until you are faced with such a situation, since they do have many more specific terms (like 50 different parts of the the body), but if you really want to be able to say some things in Chinese on a daily basis during your trip you'll be much better served by Rough Guide Mandarin. Cheers

fun to read.......2007-01-20

This book is fun to read and easy to find a phrase that your looking for.
Good phrases for shopping and getting directions.

Great asset on my recent trip.......2007-01-05

Although the book favors the Beijing style pronunciation, the Chinese characters within are worth their weight in jade. I frequently pointed at more difficult characters. Coupled with a few phrases I'd picked up from the beginning of the book, I got around China really well.

Missing was a section on how to properly tell off street peddlers and other nuisances. I would have loved a dialogue page with the following exchange:

"Would you like a 'Rolex' watch?"
"No. Go away and never pester me again you troglodyte!"

Even with the above-mentioned shortcoming, I'd take this book back with me to China if I ever get the chance to return there. Take this with you and keep it very handy. I compared it to the newest Lonely Planet guide and this one is superior.

Mandarin Phrasebook: A Rough Guide Phrasebook (Phrase Book, Rough Guide)

Average customer rating:

Invaluable for those travelling to China
Good, basic, single source. Useful and practical

Mandarin Phrasebook: A Rough Guide Phrasebook (Phrase Book, Rough Guide)
Lexus
Manufacturer: Rough Guides
ProductGroup: Book
Binding: Paperback

General | Foreign Languages | Reference | Subjects | Books

Linguistics | Words & Language | Reference | Subjects | Books

General | Reference | Subjects | Books
ASIN: 1858282497

Amazon.com

Chinese is a difficult spoken language for most Westerners to master, and its written characters are even harder. A good phrasebook smoothes out the necessary transactions involving shelter, food, and transportation, but it's nice for your cross-cultural communication to get past "thank you" and "good" on that 72-hour train ride, too. Lightweight and pocket-sized, the phrasebook is divided into "The Basics," "English-Chinese," "Chinese-English," "Signs and Notices," and a "Menu Reader of Food and Drink," telling how to pronounce the Chinese words, and spelling them out in characters for when your pronunciation just isn't making it.

Customer Reviews:

Invaluable for those travelling to China.......2000-02-12

I've recently had reason to review a vast quantity of teach-yourself-chinese literature and this is one of my favorites.

The first thirty pages or so give a wonderful concise summary of the language's grammar which I've found invaluable. The majority of it is organized as a E-C/C-E dictionary, with many phrases and cultural descriptions near definitions of important words.

It makes a passable dictionary, and includes character, pinyin and an 'intuitive phonetic' for everything in chinese. It's small enough to take on a trip too.

Highly recommended.

Good, basic, single source. Useful and practical.......1999-07-21

This is a solid phrasebook for anyone who is not well versed in Chinese. While no single phrasebook or dictionary can do everything, this is the best single source we've found. It has the three necessary requirements - easy-to-read, Mandarin characters for all definitions (so you can show the non-English speaker), and it fits into a pocket. It should be accompanied by a basic dictionary that has the three necessary requirements, if you can find one. (We are still struggling) Useful and practical for everyday use for the business person or visitor.

Trial by Wilderness (Houghton Mifflin Leveled Library)
Average customer rating:

It's ok, very detailed and interesting; captivating

This story was not very good.

Trial by Wilderness (Houghton Mifflin Leveled Library)
Houghton Mifflin Company , and David Mathieson
Manufacturer: Houghton Mifflin Company
ProductGroup: Book
Binding: Paperback

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ASIN: 0395618401

Customer Reviews:

It's ok, very detailed and interesting; captivating.......2000-09-29

I thought this book was one of the best survival books I have ever read! I recommend this book who has some curiosity about nature and how cunning and dangerous it can be. Two thumbs up!

This story was not very good........1999-04-08

This book was very difficult to understand. It had to be read for my reading class. I usually love to read but this book was a chore. It did not hold my interest at all. If it wasn't an assignment I probably never would have finished it. If you really love survival stories then you should try this book but I don't guarantee that you'll like it!!

4 Titles By Harold Coyle : Team Yankee - Sword Point - Trial By Fire - Savage Wilderness

Average customer rating:

4 Titles By Harold Coyle : Team Yankee - Sword Point - Trial By Fire - Savage Wilderness
Harold Coyle
Manufacturer: various
ProductGroup: Book
Binding: Mass Market Paperback
ASIN: B000VJ6JKU

Product Description

multiple books ship as one item. save on shipping/handling charges.

From Wilderness to Wasteland: The Trial of the Puritan God in the American Imagination (Literary criticism series)

Average customer rating:

From Wilderness to Wasteland: The Trial of the Puritan God in the American Imagination (Literary criticism series)
Charles Berryman
Manufacturer: Associated Faculty Pr Inc
ProductGroup: Book
Binding: Hardcover

General | Religion & Spirituality | Subjects | Books
ASIN: 0804692351

The Temptation of Jesus: A Study of Our Lord's Trial in the Wilderness

Average customer rating:

The Temptation of Jesus: A Study of Our Lord's Trial in the Wilderness
A. Morris Stewart
Manufacturer: REVELL
ProductGroup: Book
Binding: Hardcover
ASIN: B00087GMKW

Average customer rating:

TRIAL BY WILDERNESS

Manufacturer: D. Appleton-Century
ProductGroup: Book
Binding: Hardcover
ASIN: B000HTHQSS

Average customer rating:

TRIAL BY WILDERNESS
Earl Schenck Miers
Manufacturer: Publisher Unknown
ProductGroup: Book
Binding: Hardcover
ASIN: B000WQQXTO

Average customer rating:

Trial by wilderness
Thomas Morris Longstreth
Manufacturer: Appleton-Century
ProductGroup: Book
Binding: Hardcover
ASIN: B0008A6EUC

Trial By Wilderness..the Emergence of George Washington as Revealed in His Own Journal 1753-1754

Average customer rating:

Trial By Wilderness..the Emergence of George Washington as Revealed in His Own Journal 1753-1754
Earl Schenck Miers
Manufacturer: Kingsport Press
ProductGroup: Book
Binding: Hardcover
ASIN: B000FSR8UW

Average customer rating:

Trial by Wilderness: The Emergence of George Washington As Revealed In His Own Journal, 1753-1754
Editor And Introduction Earl Schenck Miers; Prefatory Statement Edward
Manufacturer: KINGSPORT PRESS, INC.
ProductGroup: Book
Binding: Hardcover
ASIN: B000OK3FAI

Trial by wilderness: The emergence of George Washington as revealed in his own journal, 1753-1754 (American keepsake)

Average customer rating:

Trial by wilderness: The emergence of George Washington as revealed in his own journal, 1753-1754 (American keepsake)
George Washington
Manufacturer: Kingsport Press
ProductGroup: Book
Binding: Unknown Binding

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