Reviews (7)

Great Concept but Outdated
This is the book I've assigned to graduate HR Management students studying staffing.It does the job, but needs more than just a cosmetic overhaul - which is what happened between the former edition and this one.
An in-depth exploration of the Staffing function
I personally loved this book. Its content is enriched with a wealth of professional and practical theory about corporate staffing strategies and systems. The Staffing Organizations Model that shapes the structure of this text is considered a profound, intergrated, and coherent framework for the dynamic realm of staffing. The model's flow is logical, commencing from legal compliance and job analysis and concluding with employee retention management. The book helped me develop a sound conceptual map of what Staffing is, what it includes, and how its sub-systems interrelate. I recommend this book to all people who are interested or work in the Staffing field.

A Solid Human Resources Recruitment and Staffing Guide
As a human resources professional and a graduate student at Troy State University, I found this text to be very insightful in all aspects of researching, designing, planning, and implementing various internal and external staffing strategies, policies, procedures, and practices.This text is definitely an invaluable reference book that should be a part of any human resources professional's library. ... Read more

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business/Economics    4. Employee selection    5. Employees    6. Human Resources & Personnel Management    7. Recruiting    8. Business & Economics / Human Resources & Personnel Management    9. Personnel & human resources management   

Reviews (25)

Wow!So This is How Call Centers Work!
I've generally been an IT Director and Project Manager, so I read this book to get a better idea of my customers' needs.I was pretty excited to discover that there's at least one good summary of what call centers do and how they do it.For my own sake--and perhaps yours--here's my summary of Brad and Julia's summary: Call Center Management ~On Fast Forward
We were in the process of re-organizing our call center and based on the excellent reviews that I read, I choose this book.Well, the reviews were right.This book is excellent. It is very well written and explains all aspects of organizing and analyzing a Call Center. We have ordered a total of 6 copies and they are being utilized by the V.P. of Operations, Operations Manager, IT dept, and the Customer Service Dept.

Comprehensive handbook for management
The perfect book for the people that are managing the call centers. Especially when call center is just a part of your responsibility and you need a comprehensive and ehhaustive in-depth description of call center activities. Great book. Good for both excecutives to understand what the call center managers are doing (even in terms of languages they speak, very usefull, if you are not able to undestand sometimes the cc managers you need the book) and call centers managers in order to understand how to present their work to the executives. ... Read more

Subjects:  1. Business & Economics / Customer Service    2. Business / Economics / Finance    3. Business/Economics    4. Customer Service    5. Marketing - Telemarketing    6. Business management    7. Call Centers Management    8. Call centers    9. Management    10. Telecommunications   

Editorial Review

David Maister, Charles Green, and Robert Galford--consultants on professional-service management and customer-relation issues--believe nobody can become successful as a business guru until they first gain the confidence of their clients. In Read more

Reviews (14)

Clear directions on creating trust
Being trusted by their clients separates successful advisors and consultants from the corporate consigliores. But how does a qualified advisor become trusted? Authors David H. Maister, Charles H. Green and Robert M. Galford provide methods you can use to reach the inner circle. They break trust into its component parts and reassemble those pieces into a viable, practical model, complete with suggested conversations. That may sound a little robotic, but with practice, an advisor can make the transition from outside technician to habitu� of the inner sanctum. This readable book includes a useful appendix and a list of quick references. We recommend it to consultants and professional service providers. We trust you'll know what to do with it.

Trust is a process
How does a company create trust-based relationships with its clients?The authors utilize their experience to educate readers in the process of developing trust, specifically with each interaction between the company and the client.
Nobody says it better
Clients want to do business with professionals they know, like and trust. Nobody says it better than David Maister.As a marketing consultant to professional service firms, I always tell them this book is required reading. ... Read more

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business Communication - General    4. Business/Economics    5. Consulting    6. Leadership    7. Business & Economics / General    8. Management & management techniques   

Reviews (4)

Product Marketing Professionals - BUY THIS BOOK!
The PDMA Handbook is one of those rare and valuable books that characterizes a "body of knowledge" for a professional discipline. It was produced by the preeminent industry organization for New Product Development (NPD) professionals, the PDMA .... This text describes current, best practices in NPD and includes contributions from knowledge leaders in academia, consulting, and industry practice. If you are a CEO, COO, CTO, Marketing Manager, Product Manager, Product Planner, Engineering Manager, Project Manager, Program Manager, or any other professional involved in new product development (especially for technically complex products like hardware and software) you really need this book. This book should have been read when it was published!
This book seem to be written by persons who really know what NPD (or NPI) really is. All those described mistakes possible to be done is made by me during last five years...this is a good book. Wonderful!
I purchased the PDMA Handbook on the strength of a review and have been very glad I did so.After quoting a few passage to my staff they began to borrow it, and now the Handbook has made the rounds of the office.It isworn and dog-eared, and quoted from on a daily basis.Read more

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business/Economics    4. Development - Business Development    5. Engineering - Industrial    6. Handbooks, manuals, etc    7. Management    8. New products    9. Product management    10. Quality Control    11. United States    12. Business & Economics / Development & Growth    13. Research & development management   

Reviews (21)

enjoyed
I enjoyed reading this book.It was written in a concise manner and still managed to explore the details of negotiation.

Wonderful tool for handling transitions of all kinds
Whether we are leading a team, a family, or even ourself through a transition, this book gives us the necessary tools to thrive through it. You get the theory and the practice. Since we all undergo change which sparks transitions, this book will benefit everyone.

Start-ups and Managing Transitions
The focus of the venture capital community is on the change a new disruptive company intends to bring to the world, and little, if any, attention is paid to the changes and transitions that the company, as it moves from concept development to full commercialization, will have to negotiate to achieve its vision. "Transition Management" provides an excellent `how to' book for young, fragile companies as they negotiate the never ending changes and transitions that they will be forced to make.
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Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business/Economics    4. Economics - General    5. Entrepreneurship    6. Industrial management    7. Management    8. Management - General    9. Organization Theory    10. Organizational change    11. Structural Adjustment    12. Management & management techniques    13. Personnel & human resources management    14. Takeovers, mergers & buy-outs    15. Business and Management   

Editorial Review

Sometime during the last 30 years, the service economy emerged as the dominant engine of economic activity. At first, critics who were uncomfortable with the intangible nature of services bemoaned the decline of the goods-based economy, which, thanks to many factors, had increasingly become commoditized. Successful companies, such as Nordstrom, Starbucks, Saturn, and IBM, discovered that the best way to differentiate one product from another--clothes, food, cars, computers--was to add service.Read more

Reviews (32)

How to Sell the Sizzle
Authors B. Joseph Pine II and James H. Gilmore look at the ways that corporations create engaging experiences for their customers to boost sales. They amass examples that confirm the developing trend toward an "Experience Economy." Their premise is that the post-industrial economy has evolved beyond delivering commodities and services, and is now poised to deliver "experiences." These experiences can include everything from a meal at a theme restaurant to a Disneyland vacation. The premise is interesting, but before you hit the trend button, realize that this is not the first time marketers have courted customers with powerful retail experiences. However, it may be the first time sellers have used virtual reality and Hollywood-style animated props. This intellectually interesting book dares to be far out and to pursue the concept of engaging customers to its extremes. We recommend this book to business owners or marketers more as a theoretical introduction to the "Experience Economy" than as a marketing manual. If you feel intrigued and engaged, that's the point. For more information, please refer to Disney World.

Curtain-Call Economics
Wow!I was so fascinated with this insightful book that I coined the above phrase.Curtain-call economics is the thrust of this book.How would your customer describe his experience with your company?How entertaining, how engaging, how educational and how beautiful was his experience?This book is chock-full of real-life examples of how to capitalize in this new arena comprising our economy.First there arose an industrial era, then a service era, now, an experiential era.With all types of services abounding and ubiquitous, your differentiation will be in providing the superior experience.This book categorically and metaphorically allies you with the absolute fundamentals for positioning your establishment for success.So, in keeping with one of the teachings of this book on building suspense, I will just say that there is an era immediately following this 'experience' economy that is delineated with much delight at the conclusion of the book.

More Exciting Than it Sounds
With a title like "The Experience Economy" and a tagline that reads "Work is Theatre and Every Business a Stage," one would think this would be an exciting and daring book on innovative business strategies. Daring it most certainly is; the metaphor comparing work to theatre is adventurous and eye-opening. But it is also overdrawn, and is rooted too much in theory and not so much in practical example. A particular disappointment was that the book did not really address how online businesses can create experiences for their clients; it is geared primarily towards offline busineses. ... Read more

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business/Economics    4. Customer services    5. Development - Business Development    6. Diversification in industry    7. Entrepreneurship    8. Marketing - Product Management    9. Product Management    10. Business strategy    11. Sales & marketing   

Reviews (4)

Shippment
Book was in perfect condition with the exception of some small damage that occurred during shipping.The company packaged it well, I think the postoffice just used metal straps during shipping which damaged the book a little.But the company shipped it out immediately which is appreciated!
Strategic Marketing Problems... Not Solutions
I was disappointed. The book does contain some interesting thoughts, but 90% of the content is a description of companies facing marketing problems (case studies with a lot of facts). The author doesn't offer the solutions and best practises that would help solve these problems. While reading this book, i felt i was eating a burger without meat. Something is missing... Great and comprehensive
I am a MBA Candidate with a finance focus who had the pleasure to use this book. Never before had I imagined that marketing could have the amount of numerical focus that this book shows. There's a case for every type of industry and many world-famous companies in this book. What else is missing from an introduction to marketing text?! ... Read more

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business/Economics    4. Case studies    5. Customer Service    6. Decision making    7. Management    8. Marketing    9. Marketing - General    10. Marketing Management    11. Business & Economics / Customer Service    12. Sales & marketing management   

Reviews (4)

I reckon it is better to watch the author's video seminar, High Impact Leadership
Many years ago, I watched Mark Sanborn's three-volume video seminar entitled 'High Impact Leadership'. In the video seminar, the author explains very eloquently the significant differences between a manager & a leader. He shares what motivates a leader & how he projects personal power. Plus, he relates how a leader sell his vision & ideas to the people around him. I enjoyed the seminar very much. In fact, I have assimilated & internalised many of his principles in my own personal leadership.
Mark Sanborn has done it again!!!
A must read for anyone who wants to make a positive difference, a much written about subject written with Mr Sanborn's unique ability to make it all so easy to understand. Be sure to have that marker handy.
A wonderful book showing how selflessness can influence the improvement of the team
"You Don't Need a Title to Be a Leader: How Anyone, Anywhere, Can Make a Positive Difference" is a really good book, in which the writer, Mark Sanborn, explores the true meaning of leadership and the qualities associated with such an individual, one of them not being that individual's title. On the contrary, the qualties to which Sanborn speaks are inclusive of, but not restricted to, being an attentive listener, setting purpose-driven goals, which goes along with not necessarily being the hardest worker, and helping others to better develop themselves. Sanborn's book also provides some inspiring anecdotes from individuals who have used these methods and subsequently discovered the leader within themselves while also influencing changes for the better within their community. ... Read more

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business/Economics    4. General    5. Leadership    6. Management - General    7. Business & Economics / General   

Reviews (1)

A Thorough Reference
This book is written like a textbook - starting with the most basic concepts - but moves on to discuss the tools and techniques of market analysis in considerable detail. Separate sections deal with residential, office and industrial, retail, hotels and resorts, and mixed-use developments. Case studies are given for each type of property. Technologies and data sources to assist analysis are discussed.Read more

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business/Economics    4. Case studies    5. Market surveys    6. Marketing - General    7. Real Estate - General    8. Real Estate - Sales    9. Real estate business    10. Real estate development    11. United States   

Reviews (3)

Attitude does make the difference
This book was very informative and easy to read.John Maxwell wrote in a language that is very to easy to understand and kept it very interesting and to the point.I recommend this book to everyone that would like to succeed in their personal and professional life.

makes you and breaks you
there is not need to get a rocket science degree to understand the magic of your attitude, keeps it high under all the circumstances no matter what and build necessary skills for the development of your own career, attitude alone cannot help you to reach the top step of a ladder but it would be plus if you have it with other skills, skills are important to take you the place you are dream about. It is a good book if you can pick up one or two good things out of it and implement them in your life, you will see the big difference between the Difference Maker and the Difference Taker. The rest is history.

Your Attitude Determines Your Altitude
This is a concise and straightforward read on how your attitude -- when blended with competence and other key qualities -- can be a "game breaker" in your favor in life.Maxwell is a motivational caffeine pill and this book reinforces what we sense is true anyway. ... Read more

Subjects:  1. Attitude (Psychology)    2. Business & Economics    3. Business / Economics / Finance    4. Business Life - General    5. Business Life - Inspirational    6. Business/Economics    7. Leadership    8. Leadership In Business    9. Personal Growth - Success    10. Success    11. Business & Economics / Leadership   

Reviews (19)

How to get the monkeys (work units) of others off your back
The monkey in this case is in reference to the phrase, "getting the monkey off your back." A monkey is a work unit that needs to be done, and the manager in question is someone who takes on the monkeys of his underlings. Instead of delegating the responsibility to people under him, he does the job. The consequence is that he is putting in a full day on Saturday while his underlings are out playing golf. Finally fed up with this situation, he decides to truly take charge and keep the monkeys where they belong.
How to delegate but not abdicate
Just as when parents allow a child to get a pet, then end up changing the hamster papers, walking the dog at midnight in a thunderstorm, and taking out the kitty litter; so do some managers spend all their time taking care of their employee's "monkeys". This book uses humor to teach managers the art of delegation, handing the monkeys back to their owners and giving them the responsibility of caring and feeding. But that is not all. Most managers will profit greatly by reading the techniques of monkey hand-off. This is especially true if you've ever been accused of micro-management. However some managers are great at the handing off the monkeys and then forget to followup on their condition. This book also talks about follow-up check-ups and insurance policies to make sure that monkeys are healthy. As employees become better and better monkey tenders, then less follow-up and insurance is needed. However a manager does need to continue periodic check-ups because he is ultimately responsible for the project.

Great Advise!
Great advise to new managers. I really could relate to the story. Both helpful and validating. ... Read more

Subjects:  1. Business / Economics / Finance    2. Business/Economics    3. Delegation of authority    4. Executives    5. Management - General    6. Time Management    7. Management & management techniques   

Reviews (2)

Too many errors, poor format, index lacking
I am studying for the PMP and have NOT sat for the test yet. I read this book (cover to cover), read the PMBOK-2005, and another book called 'PMP in Depth' (P. Sanghera).
Best Reading to Pass PMP Exam
I bought and borrowed many books to study for the PMP exam and this was the BEST book, both in the material it covered and the way in which the material was presented. It is one of the few that take your through the project management process as you would really experience it, from project inception to closeout. Most other books geared toward the PMP exam organize the material based on the PMI knowledge areas, which have so much overlap it becomes confusing. I STRONGLY RECOMMEND THIS BOOK. I passed the exam using this book and the quizes in Rita Mulcahy's PMP Exam Prep, which follows the knowlege areas. ... Read more

Subjects:  1. Business & Economics    2. Business/Economics    3. Computer Books: General    4. Computers - General Information    5. Examinations, questions, etc    6. General    7. Project Management    8. Study Guides    9. Computers / Technical Skills    10. Computing and Information Technology    11. Project management software   

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business planning    4. Business/Economics    5. Entrepreneurship    6. Leadership    7. Management - General    8. Business & Economics / Leadership    9. Business strategy   

Reviews (7)

The learning book
"Organization Theory and Design" is a book every corporate member that has aspirations to better understand and contribute to his organization should own.
A Strong Guide in Organization Theory
This is a well-designed and comprehensive book in the area of organization theory. From introduction to the end, this book aims to teach the foundations of organization theory to readers. Readable and great information
Daft out did himself in this edition of his text. He includes book reviews and company profiles throughout each chapter to illustrate the theories he's describing. I read this for an MA course and found it easy to learn from. I'm even putting the information into practice at work! Not all textbooks are that helpful. *grin* ... Read more

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business/Economics    4. Case studies    5. Entrepreneurship    6. Management - General    7. Organization    8. Organizational Behavior    9. Organizational sociology    10. Business & Economics / Organizational Behavior    11. Organizational theory & behaviour   

Reviews (3)

Good Overall
Pretty thorough text for anyone learning or brushing up on their skills...quite intuitive.

This is one of the best business statistics book
This book is used in the course of Business Statistics at University of Massachusetts Dartmouth. This is a useful and understandable book. The questions are well-prepared.Also,the statistics program PhSTAT is given with this book. I advise you to buy.

Good, but could be better
This book is okay, but it could definitely be better.For a basic statistics class, this book contains WAY too much information to digest in a semester of college.No professor I know of has ever gotten past chapter 8.Further, the problems are quite wimpy as far as the amount of thought required for them.Quite wimpy.Could be better.The only good thing is that for doing it on a spreadsheet, the data comes on a CD, so that you don't have to re-type it, thankfully. ... Read more

Subjects:  1. Business & Economics    2. Business/Economics    3. Mathematics    4. Probability & Statistics - General    5. Statistics    6. Business & Economics / Statistics    7. Business mathematics    8. Business mathematics & systems    9. Economic statistics   

Reviews (4)

A good "door" to be opened by those interested for Innovation
A collection of reviews in Innovation Strategies/Policies/Theories/Practices some of them related with case studies in big companies.
state of the art on innovation
I'm searching for new ways to develop an entrepreneurial area at the university, and this book gave us more tools and knowledge to center in creativity rather than business plan the entrepreneurial curricula.
A Good Introduction to Innovation
While by no means a great book, this collection of articles on innovation from the Harvard Business Review is a good introduction to the art of innovation, as it is written in a simple but effective style. The articles also address the topic of innovation in a variety of ways, thus ensuring that almost everyone will find something useful that is written in a style conducive to their preferences.
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Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business/Economics    4. Development - Business Development    5. Entrepreneurship    6. Organizational change    7. Organizational effectiveness    8. Structural Adjustment    9. Technological innovations    10. Project management   

Reviews (1)

great book
bought the book for a bit cheaper than the price cover but got exactly what i paid for on time. ... Read more

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business/Economics    4. Corporate Finance    5. Finance    6. Managerial Finance    7. Budgeting & financial management    8. Business & Economics / Finance   

Reviews (3)

Easy access to the world of Management
This book serves as a good introductory text to the interesting and vastly complex field of management. As with anything comprehensive, a single book cannot cover (in depth) all that needs to be covered and thus, some one who aims for detailed information on ERPs, supply-chain management, Porter's 5 Forces, Fredrick Taylor's early thoughts on scientific management, or Maslow's hierarchy of needs... will need to read the respective books to satisfy demand.
One of the best in its field
In my opinion this is one of the best text books on management I read. I am using it extensively with undergraduate students for whom the English is a foreign language, and still they do not encounter any difficulties, either in understanding the text or the cases.
rate the book I bought from amazon
The buyer made the purchase so complex! I am very anger about that. ... Read more

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business/Economics    4. Human Resources & Personnel Management    5. Management - General    6. Business & Economics / Human Resources & Personnel Management    7. Economics, Finance, Business and Industry    8. Personnel & human resources management   

Subjects:  1. Business    2. Business & Economics    3. Business / Economics / Finance    4. Business/Economics    5. Information Management    6. Information storage and retrie    7. Information storage and retrieval systems    8. Information technology    9. Business & Economics / Information Management    10. Business information systems   

Reviews (13)

As always from Blanchard, a great book
I have been a (raving) fan of Ken Blanchard's for many years now, ever since I first read the One Minute Manager. As always, this book presents effective leadership lessons in small, bite-size chunks through story-telling.
Secret Revealed
This book is a very easy and enjoyable read.It delivers everything promised including the SECRET. I would recomend it whether you own or manage a business or just belong to a local civic organization.

Enjoyable Story Filled With Solid Leadership Lessons
In "The Secret" Ken Blanchard and Mark Miller provide readers with a simplistic and enjoyable story that explains valuable lessons in leadership.This is not a gripping novel nor is it an in-depth explanation of leadership theory and practices.It is a palatable, memorable, and practical explanation of a serving model of leadership.
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Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business/Economics    4. Leadership    5. Leadership In Business    6. Management    7. Management - General    8. Management & management techniques