Detailansicht
Winning at Service
Lessons from Service Leaders
ISBN/EAN: 9780470848234
Umbreit-Nr.: 322351
Sprache:
Englisch
Umfang: XVI, 184 S.
Format in cm:
Einband:
gebundenes Buch
Erschienen am 14.01.2003
- Zusatztext
- Inhaltsangabe"Winning at Service is special because it was written by a recently retired service industry CEO: Waldemar Schmidt. Unlike the authors of many other books about successfully managed companies, Waldemar Schmidt is not writing about his own company and not writing his own story. Where other books about successful management have been written by academics, this one has been written by a practitioner. Winning at Service can be extremely useful for managers of other service firms who have ambitions of building world class companies. The research findings from the four service companies may well be transferable to other industries, since the conclusions are generic and widely applicable: to succeed, in service and elsewhere, a successful company needs leadership at the heart, focus, passion for people, and simplicity in everything it does. Why this book now? Because no book has yet described the world's four leading companies in the security and food services industry. Because no book has, to date, looked in depth at what makes them tick. Because in the service industry, the key success factor is human capital, which is becoming more and more important in a wide range of companies and industries. Because the managerial skills, approaches and experiences of Compass Group, Group 4 Falck, Securitas and Sodexho Alliance will serve all general managers who harbour the ambition of building excellent companies, in any industry." Dr Egon P.S. Zehnder Founder of Egon Zehnder International
- Kurztext
- As service becomes a more and more important factor in customer choice, all executives with the ambition of a building world class company should read this book. "This book identifies the critical common practices of highly successful, international service enterprises. These businesses are led by inspiring teachers, who connect employees to customers to the benefit of both, and who build business models that are internationally mobile, while locally contextually relevant. a must read for students and practitioners alike who wish to understand the ingredients for successful growth of service business around the world." Gary W. Loveman, CEO, Harrah's Entertainment Inc. "Winning at Service is not just about food and security services. It is about how to succeed in the service industry, and shows how sharing the vision with employees and customers, sticking to it and empowering employees to act upon it are the key ingredients for success." Rob Kuijpers, Former CEO, DHL International "Gate Gourmet started on a journey similar to the four companies in Winning at Service, albeit on a smaller scale. Before we took off, we could sure have used the enduring lessons from this remarkable 'tour guide' in our own toolbox. But it is deeply reassuring to see that Gate Gourmet's key focus and basic beliefs are very much aligned with the winning strategies and values of the four service leaders in the book." Henning Boysen, President and CEO, Gate Gourmet International
- Autorenportrait
- InhaltsangabeForeword. Acknowledgements. 1 Introduction. 2 The Journey to Leadership. The Challenge. Four Journeys to Leadership. Signposts 2002. Four Companies: Four Winning Traits. 3 Pick your Game and Play it. Decide What You Want to Do. Follow a Simple, Replicable Business Model. Use Simple, Transparent Performance Measures. Questions for Service Leaders. 4 Leadership at the Heart. Visionary Industry Shapers. Passionate and Inspirational Leaders. True Entrepreneurs. Intimate Business Knowledge. Questions for Service Leaders. 5 Passion for People. Recruit. Integrate and Develop. Retain. Build Partnerships with Unions and Work Councils. Questions for Service Leaders. 6 Keep It Simple. Flat Organizations and Decentralized Decision-Making. Small Head Office. Questions for Service Leaders. 7 Winning at Service: Final Words. Win by Relinquishing Control. Win with the Right Outlook. Win at Golf: Play with a Full Bag. Win by Turning Non-Core into Core. Can all Companies Win? Assa Abloy: Lessons from a Non-Service Winner. How Large Can Winners Be? Appendix.