The Quest for Quality: Prescriptions for Achieving Excellence Service. Quality Excellence. Re-Engineering
The book offers:
- Boxed service Rx "prescriptions" that articulate basic principles
- Ways to improve service quality without tearing down your existing program
- Strategies for increasing growth and profits by improving service and employee relations
- Real-life anecdotes from scores of business situations, demonstrating how service can win - or lose - repeat customers
- Four zones of service quality that show where you are - and where your company can go
The Whole Systems Approach
The Whole Systems Approach is a model for transforming any business into a thriving organization by aligning the company's internal systems with external forces, and by engaging employees. Whole Systems changes are sustainable because the key elements can be used to run the business long after changes have been implemented. At a macro level, the Whole Systems Approach is a model for building an effective and successful organization.
In the Whole Systems Approach, every necessary system within the organization is assessed; created, modified, or redesigned; and integrated and aligned. The perspective of every stakeholder group, customer, employee, investor, and supplier/partner is integrated.
The Whole Systems Approach is particularly valuable when
- Business results are marginal or declining
- The company needs or strongly desires fundamental change
- A system or process is not running effectively or optimally
- A compelling business opportunity requires new capabilities
- Current efforts are not on track - they lack speed, quality or broad ownership
- Good company wants to become a great company
The Change Handbook: Group Methods for Shaping the Future
The Change Handbook: The Definitive Resource on Today's Best Methods for Engaging Whole Systems
The Change Handbook: The Definitive Resource on Today's Best Methods for Engaging Whole Systems by Tom Devane, Steven Cady, and Peggy Holman (Berrett-Koehler Publishers) is the most comprehensive guide available to methods of organization and community change. It's designed for quick and easy access to information about high leverage change from today's foremost practitioners.
This new edition is updated to describe more than 43 additional change methods and includes new chapters on selecting a method, mixing and matching methods, responsibilities of the people involved, conditions for success, and more. This tremendously expanded second edition - 400 pages longer, nearly twice the length of the first edition - will undoubtedly become the definitive resource in this rapidly expanding area.
This book offers practical insights and how to affect systems in positive ways to make them do the things we wish them to do and to mitigate the harm cause by some systems. Anyone who is interested in social change and personal change at any level will find the practical suggestions for intervention in this book to be positively enlightening.
The Equality Myth
The Equality Myth is rich with information including distinctions on personal values, beliefs and attitudes, nature and nurture, difference in 'genderlects', decision making, risk taking, role modeling, achieving dreams and goals and what it means to lead and influence with integrity.