Details

Results That Last


Results That Last

Hardwiring Behaviors That Will Take Your Company to the Top
1. Aufl.

von: Quint Studer

18,99 €

Verlag: Wiley
Format: PDF
Veröffentl.: 16.10.2007
ISBN/EAN: 9780470187494
Sprache: englisch
Anzahl Seiten: 320

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Beschreibungen

<b>Praise for <i>Results That Last</i></b><br /><br />"Quint Studer is a superb communicator with a deep belief in the power of relationships. His informal tone, sense of humor, and real-world stories bring his business principles to life. Results That Last has a vital, optimistic quality that will keep readers re-reading long after other leadership books have been relegated to a dark corner of the shelf."<br />--<b>Nido Qubein</b>, author of <i>How to Get Anything You Want</i>; President, High Point University; Chairman, Great Harvest Bread Company; and founder, National Speakers Association Foundation<br /><br />"Results That Last is long overdue and fills a big gap in effective business management. There are legions of books that show us the way to achieve successful results in business, but very few that teach us how to institutionalize success. In reality, achieving success is the easy part. The real challenge is to achieve results that last. Quint Studer not only proves it is possible to hardwire a culture for lasting results, but lays out a simple, logical, and effective way to do so. Anyone who wants to make success a habit needs to read this book."<br />--<b>Bob MacDonald</b>, former CEO, Allianz Life of North America and author of <i>Beat the System: 11 Secrets to Building an Entrepreneurial Culture in a Bureaucratic World</i><br /><br />"I have always been fascinated by how the various parts of an organization work together to achieve strategic objectives. In Results That Last, Quint Studer explores the complex subject of performance improvement in a fresh, readable, and easy-to-grasp way. By standardizing certain business practices and leader behaviors, any company in any field can create an environment that allows it to achieve and sustain long-term results."<br />--<b>David F. Giannetto</b>, coauthor of <i>The Performance Power Grid: The Proven Method to Create and Sustain Superior Organizational Performance</i>
<p>Introduction Evidence-based Leadership xi</p> <p><b>Key Tactics</b></p> <p><b>Chapter 1 Up or Out Deal with Low Performers and Move Your Organization to the Next Level 3</b></p> <p>Defining High, Middle, and Low Performers</p> <p>Dealing with High, Middle, and Low Performers</p> <p><b>Chapter 2 Round for Outcomes 25</b></p> <p>Five Critical Elements Employees Want</p> <p>from Managers</p> <p>Nine Steps for Starting Rounding</p> <p><b>Chapter 3 Manage Up to Improve Performance 35</b></p> <p>We/They Phenomenon</p> <p>Art of Managing Up</p> <p>Handling Handoffs</p> <p>Create a Cultural Shift (Feedback Systems)</p> <p>The Core</p> <p><b>Chapter 4 Build the Foundation (Passion and Purpose) 55</b></p> <p>Flywheel</p> <p>Five Pillars</p> <p>Connect the Dots</p> <p><b>Chapter 5 Reduce Leadership Variance 75</b></p> <p>Why Leaders Don’t Standardize Behaviors</p> <p>Why Organizations Don’t Achieve Lasting Results</p> <p>Five Ways to Reduce Leadership Variance</p> <p><b>Chapter 6 Measurement 101 89</b></p> <p>What Gets Measured Gets Improved</p> <p>Focus on Moving 4s to 5s</p> <p>Transparency—Helping People Understand</p> <p>the Metrics</p> <p>Demonstrating Return on Investment</p> <p><b>Chapter 7 Align Behaviors with Goals and Values 105</b></p> <p>Holding Leaders Accountable</p> <p>Leader Evaluation Tool</p> <p>How to Roll Out the Leader Evaluation Tool</p> <p><b>Chapter 8 Create and Develop Leaders 123</b></p> <p>Principles for Developing Leaders</p> <p>Phases of Change</p> <p>Leadership Development Institutes</p> <p><b>Employee Tactics</b></p> <p><b>Chapter 9 Satisfied Employees Mean a Healthy Bottom Line 143</b></p> <p>Three Building Blocks of Employee Satisfaction</p> <p><b>Chapter 10 Know Your Employees’ What 161</b></p> <p>Pursuing the Whats</p> <p><b>Chapter 11 Improve Employee Selection and Retention 171</b></p> <p>Peer Interviewing</p> <p>Thirty- and Ninety-Day New-Employee Meetings</p> <p><b>Chapter 12 Build Individual Accountability 187</b></p> <p>Renters versus Owners</p> <p>Strategies to Transform Renters into Owners</p> <p><b>Chapter 13 Harvest Intellectual Capital 199</b></p> <p>Hardwiring Harvesting</p> <p><b>Chapter 14 Recognize and Reward Success 211</b></p> <p>Small Prizes Have a Big Impact</p> <p>Reward and Recognition Change as You Mature</p> <p>Power of Reward and Recognition</p> <p>Hardwiring Thank-You Notes</p> <p>How to Implement Reward and Recognition</p> <p><b>Chapter 15 Find and Recognize Difference Makers 225</b></p> <p>Power of Hero Recognition</p> <p>How to Find Heroes</p> <p><b>Customer Tactics</b></p> <p><b>Chapter 16 Build a Culture around Service 235</b></p> <p>Standards of Behavior</p> <p>Impact of Key Words</p> <p><b>Chapter 17 Implement Pre- and Post-Customer- Visit Calls 251</b></p> <p>Impact on Customer Likelihood to Recommend</p> <p>Ability to Exceed High Customer Expectations</p> <p>Impact on Bottom Line</p> <p>Opportunity to Retain a Customer Even When</p> <p>Things Go Wrong</p> <p><b>Chapter 18 Round on Your Customers: Determine Your Customers’ What and Give It to Them! 267</b></p> <p>Importance of Asking Customers Their Whats</p> <p>Rounding on Customers</p> <p>Three Faces of Rounding</p> <p>Random Rounding</p> <p>Relationship Rounding</p> <p>Deep-Impact Rounding</p> <p><b>Chapter 19 Key Words at Key Times 281</b></p> <p>What Are Key Words?</p> <p>How to Develop Key Words</p> <p>AIDET</p> <p>When to Use Key Words for Greatest Impact</p> <p>Service Recovery</p> <p>About Studer Group 295</p> <p>Other Leadership Books By Quint Studer and Studer Group 297</p> <p>Index 299</p>
<p><b>QUINT STUDER</b> not only teaches it, he has done it. After leading organizations to breakthrough results, Quint formed the Studer Group, an outcomes firm that implements evidence-based leadership systems that help clients attain and sustain outstanding results. He was named one of the "Top 100 Most Powerful People in Healthcare" by <i>Modern Healthcare</i> magazine for his work on institutional healthcare improvement. Studer was named "Master of Business" by <i>Inc.</i> magazine. For more information, visit www.studergroup.com and www.quintsbooks.com.</p>
<p><b>RESULTS THAT LAST</b> <p>Business results that truly last don't come from products and services or particular employees and leaders, no matter how good they are. Products change and evolve; people come and go. What really leads to sustainable business results over time is quality leadership—not leaders, but <i>leadership</i>. Consistently excellent leadership is the key to long-term success and profitability. But how do you develop it? <p>In <i>Results That Last</i>, "Master of Business" Quint Studer shows you how to build an organizational culture that develops great leaders <i>today</i> and instills the mechanisms and the mindset that will continue to foster great leadership <i>tomorrow</i>. Studer presents the most effective leadership practices and shows you how to apply them across every group, department, or division, resulting in improved leadership and performance on the individual, group, and organizational levels. <p>The practical and proven tools and techniques Studer reveals are designed to align your goals, behaviors, and processes in a way that virtually guarantees leadership excellence, vastly improved customer relations, and organizational outcomes. The <i>Results That Last</i> methodology provides real, workable solutions that help you: <ul> <li>Standardize the behavior and responses of leaders to ensure a consistent experience for employees and customers</li> <li>Align processes to lessen confusion and increase effectiveness</li> <li>Bring leaders in line with organizational goals and values</li> <li>Adopt and master key tactics like Rounding for Outcomes and Managing Up</li> <li>Determine what employees need and want from leadership and how to deliver it, creating better morale and increased personal accountability</li> <li>Employ an objective evaluation system that keeps leaders on track to reach organizational goals and achieve personal excellence</li> </ul> <p><i>Results That Last</i> helps you develop standardized leadership practices that will survive in your organization much longer than any individual leader or team. The result is better strategy, better employee and customer relations, and bigger long-term profits. With the right practices in place, your organization's success won't depend on individuals. Instead, excellence will be hardwired into your culture—giving you a sustainable, tangible advantage over the competition.

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