The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees (Hardback)
  • The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees (Hardback)
zoom

The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees (Hardback)

(author), (author), (author)
£25.00
Hardback 400 Pages / Published: 16/06/2003
  • Not available

This product is currently unavailable.

  • This item has been added to your basket
Drawing on research at the Harvard Business School dating back to 1974, Heskett, Sasser, and Schlesinger demonstrate how any company - whether manufacturing or service firm, profit or not-for-profit-- can achieve outstanding profit and growth by adopting their revolutionary organising framework, the Value Profit Chain. Building on research in more than 200 large corporations, they show how a quantifiable set of relationships exists between the loyalty, trust, and satisfaction of customers, employees, partners, and investors that is linked to profit and growth. The authors introduce a number of helpful concepts, including the "performance trinity," the starting point for changing the organisation, and the "strategic value vision," which will enable any manager to build more focused operations and results-oriented management capabilities. Of particular significance is a simple but powerful concept they call the "value exchange": what a company gets in return for its efforts to relate to customers, employees, partners, and investors. Written in clear non-technical prose, The Value Profit Chain will be received as a tour de force: timely, relevant, and essential reading.

Publisher: Simon & Schuster
ISBN: 9780743225694
Number of pages: 400
Weight: 569 g
Dimensions: 229 x 152 x 30 mm


MEDIA REVIEWS
David H. Maister Chairman, Maister Associates, Inc., and author of Practice What You Preach This is an important book. With careful reasoning and the patient unfolding of evidence, the reader is led to a profound understanding of powerful truths about the keys to success, all organized into a readily implementable framework.
John C. Bogle Founder and former CEO, The Vanguard Group, and author of Bogle on Mutual Funds and Character Counts For those leaders who don't believe, The Value Profit Chain will make you a believer. For those who do, it will give you strength to carry on your mission.
Lorenzo H. Zambrano Chairman and CEO, CEMEX The Value Profit Chain eschews platitudes and the stale alphabet soup of management acronyms for practical real-world examples. It takes customer focus to a higher plane through the "hardwiring performance" concept, which effectively illustrates how organizations can achieve superior returns by tying their employees' success to their customers's needs.
Leonard L. Berry Distinguished Professor of Marketing, Texas A & M University, and author of Discovering the Soul of Service Three of our best thinkers on organizational success combine their career learnings in one volume rich in wisdom.
Colleen C. Barrett President and CEO, Southwest Airlines Co. This is a veritable how-to of important ideas for fostering customer ownership and 'hardwiring' performance, methods by which an organization can achieve breakthrough value while preserving a high-performance culture.
M. Bruce Nelson Chairman and CEO, Office Depot, Inc. The Value Profit Chain clearly articulates the drivers of sustainable competitive advantage. Understanding the performance trinity will unlock the keys to truly remarkable growth and results.
Tom Watson Vice Chairman and Chief Growth Officer, Omnicom Group, Inc. Heskett, Sasser and Schlesinger's The Value Profit Chain is a must-read for managers. A simple organizing concept, value chain thinking is an underlying driver of change in our company that has increased value for our clients, employees and shareholders.
Pete Blackshaw Founder and Chief Marketing and Customer Satisfaction Officer, PlanetFeedback, a Division of Intelliseek A refreshing and enlightening detour from the usual media focus on dumb things companies and executives do to set themselves up for failure. The Value Profit Chain deeply explores the habits of overachievers and the successful tactics that help companies win, and win big.

You may also be interested in...

How to Pass Higher Business Management
Added to basket
Getting to Yes
Added to basket
£9.99
Paperback
Business Model Generation
Added to basket
Barbarians At The Gate
Added to basket
Start It Up
Added to basket
£10.99
Paperback
Starting a Business for Dummies for Dummies 4E UK
Added to basket
The Code Book
Added to basket
£10.99
Paperback
Zero to One
Added to basket
£9.99
Paperback
Inside Her Pretty Little Head
Added to basket
The Personal MBA
Added to basket
£12.99
Paperback
Start a Small Business
Added to basket
What Money Can't Buy
Added to basket
Losing My Virginity
Added to basket
£12.99   £9.49
Paperback
The Obstacle is the Way
Added to basket

Reviews

Please sign in to write a review

Your review has been submitted successfully.