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Service Excellence @ Novell: Taking Customer Service from Cost to Profit

by Nova Vista Publishing's Best Pr Editors

Ten years ago, Novell's customer service division was pleasing customers. But in a high-impact transformation, the division changed the way it handles customer care. Now it is no longer a cost center: it contributes...


Leading Innovation: Creating Workplaces Where People Excel So Organizations Thrive

by Brian McDermott & Gerry Sexton

It's common to see the word "innovation" in mission statements, but it can't be mandated. By learning how to link innovation to real business needs and tapping into the creative forces of an organization's people,...


Grown-Up Leadership: The Benefits of Personal Growth for You and Your Team

by Leigh Bailey & Maureen Bailey

Why do leaders fail? Intimidators (who need to control) and Accommodators (who need acceptance) suffer from not knowing and accepting themselves. A holistic self-discovery process identifies your prism of background...


Time Out for Leaders: Daily Inspiration for Maximum Impact

by Donald Luce & Brian McDermott

It can be lonely being a leader. No wonder a little time out to take care of your own needs feels good! Classics, proverbs, expert wisdom, jokes and the news provide a quote for each workday in a leader's year....


Win-Win Selling: Turning Customer Needs Into Sales

by Wilson Learning Library

Customers buy to meet some kind of need. If you can discover those needs, you make buying easy, and both you and the customer feel satisfied. This Counselor sales approach, used by hundreds of thousands of successful...


Infinite Wealth

by Barry Carter

With advances in information technology people are being empowered to connect, collaborate, create wealth and self-order without bureaucracy or representative government. Infinite Wealth shows how the frantic...


Life Work Transitions.Com

by Deborah L Knox & Sandra S Butzel

Life Work Transitions.com is a survival manual for the 21st century that helps readers merge their spiritual intentions with technology as a means of connecting to their unique work in the world.

Including over...


Government, SMEs and Entrepreneurship Development: Policy, Practice and Challenges

by Robert A. Blackburn & Michael T. Schaper

Recent decades have seen substantial growth in the range of assistance programmes for SMEs and entrepreneurs across the world. Once regarded as peripheral to the economy and public policy, the role of small...


The Palestinian Executive: Leadership Under Challenging Conditions

by Farid A. Muna & Grace C. Khoury

The Palestinian Executive is based on field research in the West Bank and Gaza, which involved interviewing 110 executives from 63 publicly and family-owned companies. Using a cross-cultural and contextual approach,...


Building Lean Companies: How to Keep Companies Profitable as They Grow

by Hans D Baumann

Hans D. Baumann, has almost fifty years of business experience analyzing the organizational structure & internal workings of hundreds of companies &, as a result, has reached some startling conclusions as to...


Exploring Employee Relations

by Mike Leat

'Exploring Employee Relations' provides students without previous knowledge of the subject with a good grounding in the theory and practice of employee relations. The practical business element is combined with...


Corporate Politics for IT Managers: How to get Streetwise

by Keith Patching & Robina Chatham

'Corporate Politics for IT Managers: How to get Streetwise' addresses some of the most persistent problems faced by IT managers which undermine their power and influence in their organisations and which prevents...


Management Speak: Why We Listen to What Management Gurus Tell Us

by David Greatbatch & Timothy Clark

Based on primary research into the public lectures of management gurus, this fascinating new volume analyzes how such gurus disseminate their ideas, values and visions on the international management lecture...


Management Theory: A Critical and Reflexive Reading

by Nanette Monin

Narrative approaches to organisation and management studies are very much in vogue. Offering a new challenge to management scholarship, Management Theory: A Critical and Reflexive Reading exposes the subtexts...


Identity Politics at Work: Resisting Gender, Gendering Resistance

by Jean Helms Mills, Albert J Mills & Robyn Thomas

This book represents the coming together of two key debates within organization studies: theorizing on gender and ways of understanding resistance. These debates have been given renewed vigour with the 'postmodern...


Managing IT Outsourcing: Governance in Global Partnerships

by Erik Beulen, Pieter Ribbers & Jan Roos

The business landscape is changing. Outsourcing is now a growing phenomenon in which specific functions are subcontracted to specialist companies, often elsewhere in the world. IT represents a particular case...


Rethinking Public Relations: PR Propaganda and Democracy

by Kevin Moloney

All PR, whether for charities or arms manufacturers, is weak propaganda. Though it has its undeniable benefits (it grabs attention and helps circulate more information), it also has costs (such as selective...


Managing the Non-Profit Organization

by Peter Drucker

A Drucker management classic, first published in 1990, which breaks down any narrow definition of management and is aimed specifically at decision-makers and managers working in non-profit making and charitable...


Activities Management

by Cathy Lake

Activities Management is a comprehensive guide to running a smooth and successful operation. It includes:

* practical help on how to plan and manage work;

* health and safety in the workplace;

* environmental considerations...


Leadership in Organizations: There is a Difference Between Leaders and Managers

by David I. Bertocci

Leadership in Organizations is the first in a series of three books written primarily for distance-learning students in online undergraduate and graduate programs with a focus on management, leadership, and...