Business and Leadership

Demonstrates how science and technology con be managed more purposefully in order to meet well-defined business objectives, focusing on the failure of R&D teams to respond to the desires of consumers and how to avoid such discontinuities."
Executives are beginning to recognize the potential of the call center as a significant revenue generator, perhaps one of the surest investments they can make in enhancing and creating customer value and bottom-line profits. Return on investments made in customer accessibility is seldom less than 100% in the first year, and frequently even more if customer lifetime value is included in the equation. Herein lies the challenge and the primary reason to benchmark your call center metrics against not only the best-in-the-world, but also your most direct competitors, i.e., best-in-class.
Designed to provide new professional callcenter managers with a methodology for managing their callcenter in an easily understood, step-by-step manner.
A customer access center that is accessible anytime, anywhere, in any form, and for free is emerging as critical to global business strategy. The authors provide insight into trends in the call center and simulation software industries and their interface; present a case for using simulation in call-center analysis; detail the technology infrastructure; and offer seven case studies.
Cases in Call Center Management covers the gamut of topics by examining real call centers in action and how managements at those centers have dealt with key call center issues including:"Human Resource Management"Operational Management"Strategic Management"Technology IssuesAmong the organizations covered are: Accor o Charles Schwab o General Electric o Hewlett Packard o Mercedes Benz o Thomson Consumer o Unisys o Yellow Pages DirectThe book is rounded out with a section on resources that will provide hundreds of ideas to accentuate your current call center.Both a practical guide and an exhaustive reference, Cases in Call Center Management is an investment in the future success of your customer service operations.
Reading about leadership is like walking through dense forest. The literature goes in so many different directions, a person can become lost. As a result, leadership studies struggles for academic credibility while it tries to bring some kind of order to this fascinating, complex, and important social phenomenon. Let Nathan Harter be your guide. As an Associate Professor of Organizational Leadership, he has found it helpful to orient students using the metaphor of a forest, where you can follow the streams down toward analysis or climb the peaks toward synthesis. The book reveals itself to be a work of philosophy. Specifically, it relies on Pragmatism to resolve thorny theoretical issues, since leadership studies must be eminently practical. The reader acquires analytical skills along the way, while touring different paths of the forest. This book targets an emergent market comprised of scholars and educators, as well as the libraries that serve them. People come to study leadership from different disciplines and expect to find an integrated, theoretical treatment of the subject. Despite the growing popularity of leadership programs, however, theoretical works are rare. As a few post-secondary programs introduce graduate programs in leadership, this book could also serve as their textbook.
Communicating across Cultures at Work, Second edition examines intercultural communication in the workplace. Firmly grounded in theory, it offers practical suggestions on how people can develop cultural awareness and communication skills to enable greater understanding and appreciation of those from different backgrounds.
Business analysts are in agreement that our future economy, if not our present one, will be dominated by global business and a service economy. The existing literature, however, fails to explain the influence and application of the principles of strategic management in a global service economy. Competitive Strategies for Service Organizations fills that gap, providing an understanding of the major changes that will affect players in this economy.The picture this book paints is a complex one: the economic model based on the availability of capital is being replaced by one relying on innovation and intellectual capital-the cornerstone of the service economy. Current management strategy theory and its practical application are to some degree out of sync with this emerging model.Drawing on international examples for their case-study material, Neil Botten and John McManus balance their exposition of theory with real-world examples organized around the emerging service model. The authors discuss strategy in all its practical dimensions: political, economic, social and technological. In pulling together existing models and techniques and showing, through case histories, how these frameworks may be used in service organizations, they provide valuable guidelines for the forward-looking leaders of our growing service economy.
Whitford says this resource can save its users time and money. Usually businesses must hire a consultant or lawyer to be sure they are in compliance with safety, environmental and other regulations, or they have to assign employees to learn regulations. With this book, a series of yes or no questions help determine which regulations apply to a specific company situation. Traditionally people would get this information from meetings, associations, insurance companies or by word-of-mouth when others are fined.
Computer scientists offer 19 papers on areas particularly dear to their Purdue-based colleague and teacher: mathematical software, problem solving environments and computational science, and computational mathematics. Among specific topics are numerical algorithm delivery mechanisms, a component-based architecture, and an accurate approximate solution of partial differential equations at off-mesh points. The disc contains a DVD documentary.
Stephanie Hainsfurther, who has more than 600 articles in print, and Emily Esteron, the editor of the New Mexico Business Weekly, provide an insiders look at breaking into the writing world. Each chapter of Covering the Business Beat is packed full of tips and tried practices to clarify the path to journalistic success. To aid the reader, the authors have provided thoughtful "to do" lists, interviews with magazine editors and content collectors, concise chat boxes covering specific topics like "Myths and Truths About Query Letters," and an appendix listing additional reading sources. By "telling it like it is," Hainsfurther and Esteron have provided a roadmap to get your byline in print. A valuable resource for aspiring writers, writing students, and writers who need a new angle on the business of writing.
In today's competitive marketplace, customer value-a combination of product and service benefits at a fair price that creates value in the minds of customers-is the key variable for business success.Using several comprehensive and highly integrated frameworks, Peter Duchessi provides strategies for defining customer value and for developing the critical business, personnel, quality, and information systems that are responsible for delivering customer value. Whereas other books focus on just one of these critical areas, Crafting Customer Value provides a comprehensive account of what a company must do and how to go about doing it in each area.The author's numerous vignettes and cases illustrate how successful companies set clear business direction, formulate a customer value strategy, design and implement new business processes, develop a loyal cadre of employees, institute effective quality programs, and deploy state-of-the-art information systems.This book is a valuable guide for managers who are interested in transforming their companies into customer value-added enterprises that can earn high profits
This book provides a basic primer on how to create successful and effective teams. It is appropriate for large, medium, or small non-profit or for-profit organizations. The practical tips included in this book detail a wide array of team-oriented helpful hints. These practical application tools can be utilized to improve teams if they already exist. If teams do not exist, it provides a step-by-step process in creating a team-oriented environment, such as how to create a team culture in the organization and a specific organizational design that will make teams more effective. It also covers the essentials of teamwork that are critical to making teams effective. The orientation of this book offers a new paradigm for selecting and managing teams. It differs from other books as it describes exactly how to match the right people for each team. Each team player has two roles to bring to a team-their functional/professional role based on their expertise (i.e. a financial background), and a team competency role that is based on their innate personal strengths. Creating Effective and Successful Teams describes how to leverage each team member's functional/professional-based competencies with a set of personality-based competencies that can translate into a particular team role they would best play to make teams effective and successful.
Designed as a workbook for frontline supervisors, this easy-to-use referenceoffers suggestions on how to solve the most frequently encounteredproblems in the call center. Based on research with 70 call/contact centersupervisors, a wide variety of possible solutions is developed to counterthe most common problems. The work is current, practical, and honest.Many of the solutions will answer your daily questions. This compendiumwill save you time and money.
This book provides a detailed analysis of U.S. economic transformation in the last 50 years, including the principal drivers for economic growth, U.S. demographic transformation, and the changing sector structure of the U.S. economy. Economic Transformation of the United States, 1950-2000 , provides contemporary and histori-cal contexts to illustrate how technological innovation and the changing American ideology play a role in the process of U.S. economic transformation. It describes the services sector in which one set of service industries is indentified as "wealth providers" and another set as "job providers."
Advocates that the only elements that count in any enterprise are the quality of the leadership and the quality of the people, and that it is the task of the leaders to create the environment in which all people are energized to work together for the benefit of the enterprise and themselves.
It is increasingly apparent that most firms succeed because they are willing to break the rules and act entrepreneurially. The purpose of this text is to examine how this simple trading principle can be applied by any individual in any private or public sector organisation by focusing on the concept of entrepreneurial marketing, across all aspects of the marketing process. Entrepreneurial Marketing begins by defining the' rules' of marketing as a basis for the entrepreneur to understand what 'rules' need breaking. Subsequent chapters cover the marketing mix, innovation management, and compare large versus small firms. All issues are illustrated with extensive real-world examples throughout.Entrepreneurial Marketing is ideal reading for students and professionals who want an exciting, relevant and innovative approach to, and perspective of, management and marketing
This volume honors Emanuel T. Weiler, the founder and first dean of Purdue University's School of Management and of the Krannert Graduate School of Management. Beginning in the mid-1950s, Weiler created a unique academic environment within which innovative and lasting contributions were made to both the teaching and content of economics and management. Members of the original economics faculty recruited by Weiler as well as several of their students wrote this collection of essays. All but one of the papers were prepared expressly for the volume and have not been published previously. The essays cover diverse areas which evolved from Weiler's leadership. The work has four major topical divisions (Economic Theory, Applied Economics, Macroeconomics, and Economics Education) plus a section of four memoirs.
During the weekend of September 26-28, 1997, the University of Memphis sponsored an important symposium, "The Ethics of Electronic Information in the Twenty First Century." The symposium focused on the ethical implications of the expansive and pervasive growth of information technology throughout the world. Scholars from four continents gathered to present their ideas on what they considered to be the significant issues resulting from this growth. The symposium's purpose was to make people conscious of issues and to accelerate discussion of these issues, particularly as they relate to the Internet. Ethics of Electronic Information in the Twenty-First Century, is a compilation of the proceedings of the symposium. Topics included are access to information, Internet ethics and free speech, the ethics of electronic information in China today, privacy and the Internet, regulation of information and Internet commerce, copyright in the electronic environment and libraries of the twenty-first century.
This new imprint of Purdue University Press is aimed at providing tactical, high-level solutions to today's business and professional challenges. Gathering together experts in various fields, this line of titles will benefit professionals as they face the challenges of the ever-changing business climate.   Amid the burgeoning literature on business ethics, Ethics and Empowerment provides an important lead in taking a well-known everyday management notion such as "empowerment" and using it to make "ethics" more relevant and accessible to the business world.   Adding a major contribution to the ongoing debate about the role of business in society, this book examines the issues of power, control, and antonomy, addressing such questions as empowerment as a matter of justice, and also provides case studies of the organizational experiences of empowerment programs.   The contributors range across three continents and are experts in their respective fields. Their wide-ranging perspective helps managers grapple with such crucial questions as: How can one encourage competitive advantage through empowered creativity without an organization falling apart? Is a minimum degree of empowerment a basic human right? Why do so many "empowerment programs" appear to fail? Can empowerment really work in a capitalist shareholder-driven society?
This groundbreaking new book simplifies everything for the PR professional and those non-professionals thrown into the mix. For starters, it explains that there are four problems that exist in all newsrooms. The first is that the Beast is Handicapped. Journalists are overworked, underpaid, under-resourced, and generally live a high-stress lifestyle. The Beast is also Hungry, Harried, and Human. Only when people understand the commotion of the newsroom can they successfully use the media rules to obtain effective publicity.
The authors--academics and military men--cite examples throughout military history, including quotes, stories, and diagrams, that teach important lessons for business leaders. Their central theory is that an interacting environment sets typical conditions in which an organization and its strategy will succeed. Critical factors supporting this theory are explained in chapters covering the environment, organization, and strategy in the planning stage, and communication, action, and results in the execution phase. The appendix reviews military-business maxims, which include looking at the big picture first, looking for what causes change, being ready to deal with the worst, making sure the mission is clear, assigning objectives and not actions, and learning from everyone else. The final admonition is to learn why we make a mistake and how to avoid it next time. While the linkage of military and business performance is not a new concept, the authors' presentation in story form enhances traditional concepts to make them relevant and applicable to modern managers.
Transitions are difficult. From high school to college, college to the job force, from one job to another. It's becoming increasingly difficult to find your place in society because of the impersonal structure of many businesses and organizations out there. More and more people are looking to qualified colleagues to provide them with key guidance throughout the evolution of their careers. For many, that key is mentoring. Mentoring is defined as significant personal and professional assistance given by a more experienced person during a time of transition. Personal assistance involves role modeling and encouraging, while professional assistance includes educating and sponsoring. This book contains several descriptions of successful mentoring programs, and how participants related to the programs, to each other, and to the program's lasting effects on their lives, both personal and professional. It has definitions and narratives for a set of 12 paired actions (such as trusting/doubting, forgiving/condemning, and accepting/rejecting) that the administrator, Emily M. Wadsworth, "caught" in her personal life and "cast" in her professional endeavors. Her experiences are then matched with the stories of 12 former staff members for these programs who used their understanding of Wadsworth's lessons to describe how they "caught" and "recast" an action in their own personal and professional existences. Recommended for educators, personnel managers, and anyone interested in personal growth.
Rosanne D`Ausilio, Ph.D., is revealing the secrets the secrets about stellar customer service. She knows great customer relationships begin with people, process, and technology. But Rosanne divulges the details, too the insider tips you need to know to vault your customer service up a notch and give your organization the edge over the competition. Rosanne has spent her career looking at the call center industry. When she speaks, her words carry wisdom and value. Her comments are clear and practical. And you get her best 101 tips from "One Question for Your Customer" to "Thinking Traps" to "Employee Accountability." If you dona€t have Rosannea€s tips on your desk, you dona€t have top notch customer service at your company.
Large fluctuations in the price of primary-in particular agricultural-commodities began to receive the attention of economists and public affairs leaders at the begin-ning of the twentieth century. The world economic depression of the 1930s gave a new impetus to the concerns and to proposals for countering what became known as the problem of "excessive price fluctuations," especially of commodities in interna-tional trade. Several options were investigated, including: extended agreements for the purchase and sale of commodities; buffer stock; preferably internationally managed export quotas; or various combinations of these three. After World War II, proposals for international action to alleviate the problem became widespread. Under the guidance of the United Nations Conference on Trade and Development (UNCTAD), International Commodity Agreements (ICAs) were presented as a solution to the world's economic ills and problems, especially for lower income countries. Five full-fledged ICAs- for wheat, sugar, coffee, tin, and cacao - were negotiated and put into effect. In addition, international consultative discussion "groups" were established for a large number of commodities, especially under the auspices of the Food and Agriculture Organization (FAO). However, reality did not follow the promises of theory. During the 1980s every one of the five ICAs collapsed, some with devastating economic consequences. Among the ICAs, the Market Management Agreements on sugar had the longest existence, involved the largest number of countries, and were the best administered, but still did not survive. This volume, an insider's story on the negotiations and administration of the agree-ments on sugar, is the first detailed analysis of the rise and fall of an ICA . Viton presents a unique history of the sugar ICA and discusses the inevitable shortsighted-ness of long-term international economic management while contending that creating arrangements that promote international study and discussion about commodity developments and problems may be more productive in the long run.