Prise de décision et résolution des problèmes dans Gestion et leadership et Commerce et finance eBooks

Customer Service Training for Front-Line Personnel

par The Customer Service Training Institute ...

Collections series Customer Service Training Series
The people on your businesses front lines, that is the people who interact and meet your customers every single day, need the skills required to not only properly interact with those customers but to assist them and make the right decisions and choices to provide a world class customer experience.Customer Service is more than just smiling and thanking people for their business. Great Customer ... En savoir plus

$7.29 CAD

The people on your businesses front lines, that is the people who interact and meet your customers every single day, need the skills required to not only properly interact with those customers but to assist them and make the right decisions and choices to provide a world class customer experience.Customer Service is more than just smiling and thanking people for their business. Great Customer
... En savoir plus
Sony vs Samsung

The Inside Story of the Electronics Giants' Battle For Global Supremacy

par Sea-Jin Chang ...

"Sony vs. Samsung is business history at its best! It explores the divergent fortunes of these two electronics giants in the last decade and identifies the true reasons behind Sony's decline and Samsung's rise. Contrary to popular belief, Chang shows that success (or failure) does not simply arise from different strategies. Rather, it emerges from major decisions that are deeply rooted in the ... En savoir plus

$23.99 CAD

"Sony vs. Samsung is business history at its best! It explores the divergent fortunes of these two electronics giants in the last decade and identifies the true reasons behind Sony's decline and Samsung's rise. Contrary to popular belief, Chang shows that success (or failure) does not simply arise from different strategies. Rather, it emerges from major decisions that are deeply rooted in the
... En savoir plus
Lean Six Sigma for Supply Chain Management, Second Edition

The 10-Step Solution Process

par James William Martin ...

A Proven 10-Step Solution Process to Identify and Solve Supply Chain Problems Using the Latest Lean MethodsFully revised to cover recent dramatic developments in supply chain improvement methodologies, this strategic guide brings together the Six Sigma and Lean manufacturing tools and techniques required to eliminate supply chain issues and increase profitability. This updated edition offers new ... En savoir plus

$60.49 CAD

A Proven 10-Step Solution Process to Identify and Solve Supply Chain Problems Using the Latest Lean MethodsFully revised to cover recent dramatic developments in supply chain improvement methodologies, this strategic guide brings together the Six Sigma and Lean manufacturing tools and techniques required to eliminate supply chain issues and increase profitability. This updated edition offers new
... En savoir plus
The Six Value Medals

par Edward de Bono ...

Traditional thinking habits of businesses need to be greatly improved. Analysis and judgement are no longer enough to make important corporate decisions; you can analyse the past but you have to design the future. Corporate decisions depend on values. Disputes and conflicts often arise because of a clash of those values; each party in the dispute wants to pursue its own values, often at the ... En savoir plus

$17.99 CAD

Traditional thinking habits of businesses need to be greatly improved. Analysis and judgement are no longer enough to make important corporate decisions; you can analyse the past but you have to design the future. Corporate decisions depend on values. Disputes and conflicts often arise because of a clash of those values; each party in the dispute wants to pursue its own values, often at the
... En savoir plus
The Wise Advocate

The Inner Voice of Strategic Leadership

par Art Kleiner, Josie Thomson, Jeffrey Schwartz ...

Leadership is the habit of making good choices. Even in difficult and uncertain circumstances, the most effective leaders focus their attention and overcome entrenched patterns of behavior to push an organization to new heights of success. This capability is no fluke: the latest research on the brain shows that we can pinpoint the mental activity associated with it—and cultivate it for our benefit ... En savoir plus

$30.39 CAD

Leadership is the habit of making good choices. Even in difficult and uncertain circumstances, the most effective leaders focus their attention and overcome entrenched patterns of behavior to push an organization to new heights of success. This capability is no fluke: the latest research on the brain shows that we can pinpoint the mental activity associated with it—and cultivate it for our benefit
... En savoir plus
Simplicity

par Edward de Bono ...

THE classic work about making the complicated simple from the world-renowned writer and philosopher Edward de BonoFrom confusing manuals to uninterpretable jargon and bureaucratic red-tape, modern life can be highly complicated and frustrating. For many of us it is almost impossible to make sense of.In Simplicity, lateral-thinking guru Edward de Bono shows us how to bring clarity into our ... En savoir plus

$12.99 CAD

THE classic work about making the complicated simple from the world-renowned writer and philosopher Edward de BonoFrom confusing manuals to uninterpretable jargon and bureaucratic red-tape, modern life can be highly complicated and frustrating. For many of us it is almost impossible to make sense of.In Simplicity, lateral-thinking guru Edward de Bono shows us how to bring clarity into our
... En savoir plus
HBR Guide to Making Every Meeting Matter (HBR Guide Series)

par Harvard Business Review ...

Collections series HBR Guide
Make every minute count.Your calendar is full, and yet your meetings don’t always seem to advance your work. Problems often arise with unrealistic or vague agendas, off-track conversations, tuned-out participants who don’t know why they’re there, and follow-up notes that no one reads—or acts on. Meetings can feel like a waste of time. But when you invest a little energy in preparing yourself and ... En savoir plus

$23.19 CAD ou Gratuit avec Kobo Plus

Make every minute count.Your calendar is full, and yet your meetings don’t always seem to advance your work. Problems often arise with unrealistic or vague agendas, off-track conversations, tuned-out participants who don’t know why they’re there, and follow-up notes that no one reads—or acts on. Meetings can feel like a waste of time. But when you invest a little energy in preparing yourself and
... En savoir plus
Tarzan Economics

Eight Principles for Pivoting Through Disruption

par Will Page ...

Taking the lessons learned from his years studying the rise and fall of the modern music industry, Spotify's Chief Economist has crafted “a compelling and generous read” (Scott Galloway) that provides the tools to recognize and adapt to disruption in any industry.As the chief economist at Spotify, Will Page has had the best seat in the house for witnessing—and harnessing—the power of disruptive ... En savoir plus

Prix courant $19.99 CAD Maintenant $2.99 CAD

Taking the lessons learned from his years studying the rise and fall of the modern music industry, Spotify's Chief Economist has crafted “a compelling and generous read” (Scott Galloway) that provides the tools to recognize and adapt to disruption in any industry.As the chief economist at Spotify, Will Page has had the best seat in the house for witnessing—and harnessing—the power of disruptive
... En savoir plus
Streamlined Process Improvement

par H. James Harrington ...

“The Business Process Improvement methodology established by Dr. H. James Harrington and his group brings revolutionary improvement not only in quality of products and services, but also in the business processes.”—Professor Yoshio KondoThe Book That Goes Beyond Six Sigma and Lean . . . The Next Evolutionary Step in Business Process Management“Don’t design for Six Sigma—design for maximum ... En savoir plus

$57.19 CAD

“The Business Process Improvement methodology established by Dr. H. James Harrington and his group brings revolutionary improvement not only in quality of products and services, but also in the business processes.”—Professor Yoshio KondoThe Book That Goes Beyond Six Sigma and Lean . . . The Next Evolutionary Step in Business Process Management“Don’t design for Six Sigma—design for maximum
... En savoir plus
Critical Thinking: A Staff Training Guide

Think Well & Prosper

par Steve Bareham ...

MUST READ FOR MANAGERS: Thinking well is important in all aspects of life, but tackling it explicitly is often overlooked in work-world training programs. Never have thinking skills been more important than now, in the 3rd Millennium, when companies worldwide competE for a competitive edge. Nowhere do you get more bang for your buck than in staff training that boosts people's abilities in the ... En savoir plus

$9.99 CAD

MUST READ FOR MANAGERS: Thinking well is important in all aspects of life, but tackling it explicitly is often overlooked in work-world training programs. Never have thinking skills been more important than now, in the 3rd Millennium, when companies worldwide competE for a competitive edge. Nowhere do you get more bang for your buck than in staff training that boosts people's abilities in the
... En savoir plus
Conversation Skills: How To Talk To Anyone & Build Quick Rapport In 30 Steps

par The Blokehead ...

Collections series The Blokehead Success Series
Thank you for checking out this book, “Conversation Skills: How to Talk to Anyone and Build Quick Rapport in 30 Easy Steps”.This book contains information on how you can develop your conversation skills to build rapport and talk to people from all walks of life.In addition, it also contains 30 tips on how you can build rapport with just about anyone.Grab the book now! ... En savoir plus

$5.48 CAD

Thank you for checking out this book, “Conversation Skills: How to Talk to Anyone and Build Quick Rapport in 30 Easy Steps”.This book contains information on how you can develop your conversation skills to build rapport and talk to people from all walks of life.In addition, it also contains 30 tips on how you can build rapport with just about anyone.Grab the book now!
... En savoir plus
Hard Facts, Dangerous Half-Truths, and Total Nonsense

Profiting from Evidence-based Management

par Jeffrey Pfeffer, Robert I. Sutton ...

The best organizations have the best talent. . . Financial incentives drive company performance. . . Firms must change or die. Popular axioms like these drive business decisions every day. Yet too much common management wisdom” isn’t wise at all-but, instead, flawed knowledge based on best practices” that are actually poor, incomplete, or outright obsolete. Worse, legions of managers use this ... En savoir plus

$36.79 CAD ou Gratuit avec Kobo Plus

The best organizations have the best talent. . . Financial incentives drive company performance. . . Firms must change or die. Popular axioms like these drive business decisions every day. Yet too much common management wisdom” isn’t wise at all-but, instead, flawed knowledge based on best practices” that are actually poor, incomplete, or outright obsolete. Worse, legions of managers use this
... En savoir plus
A Joosr Guide to... Blink by Malcolm Gladwell: The Power of Thinking Without Thinking

par Joosr ...

In today's fast-paced world, it's tough to find the time to read. But with Joosr guides, you can get the key insights from bestselling non-fiction titles in less than 20 minutes. Whether you want to gain knowledge on the go or find the books you'll love, Joosr's brief and accessible eBook summaries fit into your life. Find out more at joosr.com.Popular opinion tells us that reasoned rationalized ... En savoir plus

$3.67 CAD ou Gratuit avec Kobo Plus

In today's fast-paced world, it's tough to find the time to read. But with Joosr guides, you can get the key insights from bestselling non-fiction titles in less than 20 minutes. Whether you want to gain knowledge on the go or find the books you'll love, Joosr's brief and accessible eBook summaries fit into your life. Find out more at joosr.com.Popular opinion tells us that reasoned rationalized
... En savoir plus
Le management par objectifs

Maximiser les performances de votre équipe

par Renaud de Harlez, Anne-Christine Cadiat, 50minutes ...

Collections Livre 18 - Gestion & Marketing ( nouvelle édition )
Un guide pratique et accessible pour gérer son équipe autrement !Développé par Peter Drucker, « le management par objectifs » permet d’obtenir des équipes que vous gérer le meilleur résultat possible. Le modèle du management par objectifs (MPO) développé par Peter Drucker permet de définir les objectifs et les résultats à atteindre ainsi que les ressources et le temps nécessaires pour y parvenir ... En savoir plus

$14.99 CAD ou Gratuit avec Kobo Plus

Un guide pratique et accessible pour gérer son équipe autrement !Développé par Peter Drucker, « le management par objectifs » permet d’obtenir des équipes que vous gérer le meilleur résultat possible. Le modèle du management par objectifs (MPO) développé par Peter Drucker permet de définir les objectifs et les résultats à atteindre ainsi que les ressources et le temps nécessaires pour y parvenir
... En savoir plus
Smart Life Book Bundle

The Starter Kit to Thinking & Living Smarter (Books 1-6)

par I. C. Robledo ...

Optimize Your Mind, Your Brain, & Your LifeWhat if you could succeed faster by learning to maximize your cognitive potential? What if instead of needing to follow the leader, you could become the leader? And what if instead of day-dreaming, you had the blueprint to turn your dreams into reality?Now, you can. Prepare to master your mind and find the success you’ve been searching for, with ... ... En savoir plus

$9.99 CAD ou Gratuit avec Kobo Plus

Optimize Your Mind, Your Brain, & Your LifeWhat if you could succeed faster by learning to maximize your cognitive potential? What if instead of needing to follow the leader, you could become the leader? And what if instead of day-dreaming, you had the blueprint to turn your dreams into reality?Now, you can. Prepare to master your mind and find the success you’ve been searching for, with ...
... En savoir plus
The New Extraordinary Leader, 3rd Edition: Turning Good Managers into Great Leaders

Turning Good Managers into Great Leaders

par John H. Zenger, Joseph Folkman ...

The classic for managers seeking to hone their leadership skills into a C-Suite positionUpdated with copious new research conducted over the past ten years, this landmark work provides everything you need to transform yourself from an effective manager to an extraordinary leader.In addition to the time-proven methods and approaches that has made The New Extraordinary Leader one of the most popular ... En savoir plus

$43.99 CAD

The classic for managers seeking to hone their leadership skills into a C-Suite positionUpdated with copious new research conducted over the past ten years, this landmark work provides everything you need to transform yourself from an effective manager to an extraordinary leader.In addition to the time-proven methods and approaches that has made The New Extraordinary Leader one of the most popular
... En savoir plus
The Other Side of Innovation

Solving the Execution Challenge

par Vijay Govindarajan, Chris Trimble ...

In their first book, Ten Rules for Strategic Innovators, the authors provided a better model for executing disruptive innovation. They laid out a three-part plan for launching high-risk/high-reward innovation efforts: (1) borrow assets from the existing firms, (2) unlearn and unload certain processes and systems that do not serve the new entity, and (3) learn and build all new capabilities and ... En savoir plus

$36.79 CAD ou Gratuit avec Kobo Plus

In their first book, Ten Rules for Strategic Innovators, the authors provided a better model for executing disruptive innovation. They laid out a three-part plan for launching high-risk/high-reward innovation efforts: (1) borrow assets from the existing firms, (2) unlearn and unload certain processes and systems that do not serve the new entity, and (3) learn and build all new capabilities and
... En savoir plus
精準決策：哈佛商學院教你繞開大腦的偏誤，不出錯的做出好判斷

Judgment in Managerial Decision Making

par 麥斯‧貝澤曼, Max H. Bazerman& 唐‧摩爾, Don A. Moore ...

Collections series VIEW
★長銷40年經典之作★股神合夥人查理‧蒙格唯一推薦的管理決策書「這是我讀過關於『管理決策』最有用的一本書！」管理者必讀！哈佛商學院、哈斯商學院都在用的決策判斷力「如何克服偏見，做出更好的決定？」「如何複製好的模型，持續做出精準且合理的決策？」以上是管理者永恆的問題。貝澤曼和摩爾為這些問題，提供最佳解方。◎人不是理性的，判斷充滿偏誤2002年獲得諾貝爾經濟學獎的丹尼爾．康納曼（Daniel Kahneman），當時揭示了「人不是理性」的觀點，他提出人的思考體系分為兩部分：一是重視直覺、感性的系統1，另一則是重視分析、理性的系統2，告訴我們，生活中大多數判斷，使用的是直覺判斷的系統1，而系統1的判斷，快速、直接，充滿偏誤，容易讓我們的思考落入陷阱之中而不自知。貝澤曼在這個基礎上，延伸出關於「管理決策」的解答。「直覺出錯」這個問題是人類共有的，不過在那些聰明經理人或投資人身上特別嚴重 ... En savoir plus

$13.70 CAD

★長銷40年經典之作★股神合夥人查理‧蒙格唯一推薦的管理決策書「這是我讀過關於『管理決策』最有用的一本書！」管理者必讀！哈佛商學院、哈斯商學院都在用的決策判斷力「如何克服偏見，做出更好的決定？」「如何複製好的模型，持續做出精準且合理的決策？」以上是管理者永恆的問題。貝澤曼和摩爾為這些問題，提供最佳解方。◎人不是理性的，判斷充滿偏誤2002年獲得諾貝爾經濟學獎的丹尼爾．康納曼（Daniel Kahneman），當時揭示了「人不是理性」的觀點，他提出人的思考體系分為兩部分：一是重視直覺、感性的系統1，另一則是重視分析、理性的系統2，告訴我們，生活中大多數判斷，使用的是直覺判斷的系統1，而系統1的判斷，快速、直接，充滿偏誤，容易讓我們的思考落入陷阱之中而不自知。貝澤曼在這個基礎上，延伸出關於「管理決策」的解答。「直覺出錯」這個問題是人類共有的，不過在那些聰明經理人或投資人身上特別嚴重
... En savoir plus
The Six Sigma Way: How GE, Motorola, and Other Top Companies are Honing Their Performance

par Peter S. Pande, Robert P. Neuman, Roland R. Cavanagh ...

An implementation blueprint for SIX SIGMA!"The Six Sigma Way demystifies Six Sigma with a real-world 'how-to 'guide. A good investment for any business planning to launch Six Sigma."John Biedry, VP Quality & Compliance, Sears Home Services.Cost reduction...productivity improvement...customer retention...these are the promises of the Six Sigma quality management system. The Six Sigma Way reveals ... En savoir plus

$54.99 CAD

An implementation blueprint for SIX SIGMA!"The Six Sigma Way demystifies Six Sigma with a real-world 'how-to 'guide. A good investment for any business planning to launch Six Sigma."John Biedry, VP Quality & Compliance, Sears Home Services.Cost reduction...productivity improvement...customer retention...these are the promises of the Six Sigma quality management system. The Six Sigma Way reveals
... En savoir plus
Team Habits

How Small Actions Lead to Extraordinary Results

par Charlie Gilkey ...

**Discover small, team-based changes that have company-wide results in this lifechanging book by the author of Start Finishing."This is the modern business handbook that should sit on everyone’s desk." ―Pamela Slim, author of Body of Work and The Widest Net**The teams we work with amplify our individual efforts, yet we constantly struggle to accomplish what is possible. You can see all the ... En savoir plus

$19.99 CAD

**Discover small, team-based changes that have company-wide results in this lifechanging book by the author of Start Finishing."This is the modern business handbook that should sit on everyone’s desk." ―Pamela Slim, author of Body of Work and The Widest Net**The teams we work with amplify our individual efforts, yet we constantly struggle to accomplish what is possible. You can see all the
... En savoir plus
Creating the Intangible Enterprise

The Critical Skills Required to Thrive in an AI-Driven World

par KP Reddy ...

The AI revolution is here, poised to upend every industry in its wake. But how will this new technology actually change how we build companies? In the face of algorithms and machine learning, intangibles that are uniquely human-skills like creativity, adaptability, and emotional intelligence-will be the clear drivers for growth.Creating the Intangible Enterprise explains how AI will fundamentally ... En savoir plus

$17.59 CAD

The AI revolution is here, poised to upend every industry in its wake. But how will this new technology actually change how we build companies? In the face of algorithms and machine learning, intangibles that are uniquely human-skills like creativity, adaptability, and emotional intelligence-will be the clear drivers for growth.Creating the Intangible Enterprise explains how AI will fundamentally
... En savoir plus
The Twelve Absolutes of Leadership

par Gary Burnison ...

ALL IN, ALL THE TIMEFor Gary Burnison, CEO of the world’s largest executive search firm, these five simple words perfectly capture the essence of great leadership. There can be no half measures. Complete commitment, total engagement, and a powerful sense of personal responsibility are the criteria for true leadership excellence. It’s more than a job; it’s a way of life. But how do you get there? ... En savoir plus

$45.09 CAD

ALL IN, ALL THE TIMEFor Gary Burnison, CEO of the world’s largest executive search firm, these five simple words perfectly capture the essence of great leadership. There can be no half measures. Complete commitment, total engagement, and a powerful sense of personal responsibility are the criteria for true leadership excellence. It’s more than a job; it’s a way of life. But how do you get there?
... En savoir plus
Service Recovery Skills

par The Customer Service Training Institute ...

Collections series Customer Service Training Series
How we react when a customer becomes unhappy or dissatisfied can mean the difference between losing a customer and creating a customer for life. Though it may sound like a cliche, problems can really become opportunities if you go about solving them in the right way.Losing a customer is a major problem for any business because it can cost up to 10 times more to get a new customer than it does to ... En savoir plus

$7.29 CAD

How we react when a customer becomes unhappy or dissatisfied can mean the difference between losing a customer and creating a customer for life. Though it may sound like a cliche, problems can really become opportunities if you go about solving them in the right way.Losing a customer is a major problem for any business because it can cost up to 10 times more to get a new customer than it does to
... En savoir plus
Experiments in Reflection

How to See the Present, Reconsider the Past, and Shape the Future

par Leticia Britos Cavagnaro, Stanford d.school ...

Collections series Stanford d.school Library
Notice what matters, sharpen your intuition, and grow personally and professionally by honing your skills of reflection in this illustrated guide from Stanford University's d.school.While we often think of reflection as a way to consider what is or was, it can also be a powerful tool for imagining and shaping what could be. Through activities based on the science, art, and practice of reflection, ... En savoir plus

$13.99 CAD

Notice what matters, sharpen your intuition, and grow personally and professionally by honing your skills of reflection in this illustrated guide from Stanford University's d.school.While we often think of reflection as a way to consider what is or was, it can also be a powerful tool for imagining and shaping what could be. Through activities based on the science, art, and practice of reflection,
... En savoir plus

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