Editorial Review

Leonard L. Berry examines some of America's great service companies and finds "nine drivers of excellence" that are behind them all. Read more

Reviews (18)

How and why humane core values sustain human service energy

Great companies must give great service
I read this book for a graduate marketing class, but it is a good read for any business professional out there. Why do companies succeed in the long-term? They find a way to put the customer first, time after time. And not just customers, but employees, suppliers, and other stakeholders as well.

Solid summary of Basics of Customer Service
"Excellent customer service" is a the frequent promise, which is SELDOM achieved. This book is a good guide to how the elements of really great customer service can be identified and cultivated in an organization. While it is directed more to the larger enterprise, the principles can be applied to small business also. ... Read more

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business/Economics    4. Case studies    5. Customer Service    6. Customer services    7. Management    8. Management - General    9. Reference - General    10. Service industries    11. Business & Economics / Marketing / General    12. Organizational theory & behaviour   

Reviews (4)

An awful textbook!
This was one of the worst textbooks I've ever read. It drones on in excruciating detail for pages before finally stating the main point or idea. People don't think that way. State what you're talking about and then give the supporting details and examples. Not the other way around. It is a very frustrating read. I had to reference other resources in order understand the theories and concepts presented in this book.

Incredibly difficult to get through...
I used this book for an Organizational Behavior graduate course.The overall topic is very interesting, however, the book is incredibly hard to get through.It seems that all of the long drawn out chapters could be cut down easily to a tenth of their size, while still conveying all the necessary information.I found myself spending several hours reading each of the chapters, only to find that the same information was just being regurgitated over and over again.And I had to read many of the sentences over and over until they made sense.Though such an interesting topic, it was difficult, time consuming, and frustrating to get through the whole book.

Terrible book!
I thought this book was one of the worst textbooks I have ever picked up. The best thing about it was finishing it! Organizational Behavior is not the only class I am taking and yet I poured way more time and effort into reading this book than it deserved. It is NOT student friendly. There are no callouts and I simply believe there is a better way to deliver this information than I experienced in this text. That's not to say there isn't a ton of good information in it, but that it's poorly organized and assumes that the reader is familiar with organizational behavior and will know the references the author names by last name only. Also, the entire first chapter was spent telling the reader what he will learn in the remaining 17 chapters. Get on with it. Throughout, the author continues to reference what the reader will learn in upcoming chapters. STOP IT. Revise this piece of junk to something more student-friendly. When I am a teacher, I will not come close to asking my students to use this. I do not recommend this book for someone who is not planning on becoming an organizational behavior major. If you're a teacher, please don't ask your student to read this. Terrible. ... Read more

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business/Economics    4. Human Resources & Personnel Management    5. Leadership    6. Organizational Behavior    7. Organizational Behavior In Business    8. Business & Economics / Human Resources & Personnel Management    9. Organizational theory & behaviour   

Reviews (6)

Not bad, but not great.
This book was O.K. but not great. The information could fit in ten to twenty pages - as in a pamphlet.

The best book on teams
This is the best book on teams! If I could have given it more stars I would. A definite MUST read. This will be your reference bible on teams from now onward.

Comprehensive, Practical
Teams are everywhere-in all kinds of organizations. Some work beautifully to produce wonderful successes; others are miserable failures. Why? The authors conducted research with over 6,000 team members and discovered five factors that determine a team's success: collaboration, relationships, group processes, leadership, and the organizational environment. This book is a report of what they learned, loaded with plenty of advice for increasing team effectiveness. Read more

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business/Economics    4. Human Relations In Business    5. Leadership    6. Management - Teams    7. Organizational Behavior    8. Teams in the workplace    9. Business & Economics / Organizational Behavior    10. Management & management techniques   

Editorial Review

In the revised and updated edition of Read more

Reviews (35)

Not one of Womack's best works
I personally do a vast amount of reading with lean enterprise being of special interest. Womack has done some great work, but this is a "tough read" even for serious lean enthusiasts. I typically finish a book of this length within 2-3 days then re-read it and highlight. It literally took me 11 weeks because I was lulled to a point in which reading further would be of no benefit and would have to put it back on the shelf and revisit it days later. I realize that scholarly and business writing is not especially exciting as I am constantly reading and doing research but this one was tough even for me, an avid reader.

Common Sense isn't so Common
This book provides a very unique perspective on how to run a business.These methodologies can be applied to any industry, as the authors suggest.
LEAN as it expands
After reading "The machine that saved the world" (which I recommend reading before this one) from the same great authors, I got more and more interested in the LEAN concept. As described in this book, by 1996, LEAN became a way of thinking and operating, expanding around the world in several industries. Although this book gives a clear explanation of LEAN principles, it is still oriented into manufacturing. This book is not enough if you are willing to implement LEAN in your organization, but rather convinces you of applying it if you are still hesitating. Check out the latest book in this series "Lean Solutions: How Companies and Customers Can Create Value and Wealth Together". ... Read more

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business/Economics    4. Industrial Management    5. Industrial efficiency    6. Management - General    7. Organization Development    8. Organizational Behavior    9. Organizational effectiveness    10. Training    11. Value added    12. Business & Economics / Management    13. Business strategy    14. Management & management techniques   

Reviews (2)

Desinging Conflict Systems
This book offers a great deal of theory and not enough real world applicability.Some of the reading is difficult to digest.

An invaluable resource for OD, HR and conflict mgt pros.
This book contributes mightily to defining how the emerging field of conflict management differs from organizational development, and what they share in common. For this alone it is worth the cover price. But the authors don't stop there. The book is full of practical strategies for developing conflict management systems. And its techniques reflect real world experience, not just theory! But, as a practitioner in this field, I can't say enough thanks to Constantino and Merchant for deepening the exploration of this very important new field! ... Read more

Subjects:  1. Business / Economics / Finance    2. Business/Economics    3. Conflict management    4. Entrepreneurship    5. Leadership    6. Management - General    7. Organization Development    8. Business & Economics / General    9. Organizational theory & behaviour    10. Personnel & human resources management   

Reviews (4)

Clear roadmap for the future: how to change continuously
This is a bold, fascinating and occasionally dangerous book, which we recommend to those who want to plan carefully and honestly for the future. Why "carefully" and "honestly?" Because authors Edward E. Lawler III and Christopher G. Worley are savvy enough to identify the kind of organization best suited for a business environment shaped by continuous change - and bold enough to prescribe the actions leaders must take to survive in this environment. These actions require care and honesty because they differ so fundamentally from many past business practices. For example, the idea of continually re-planning your market position sounds straightforward. However, to then eliminate all employees who have done great work, but whose skill base does not match the firm's new portfolio, is risky and requires great faith in your vision. As the authors repeatedly note, the future is difficult to predict, and impossible to predict completely. What's more, for individual managers to examine their organizations, see that they no longer fit and voluntarily step aside will require rigorous honesty and responsibility. They would need to have planned their careers and finances well enough that self-interest does not blind them. Many of this book's ideas have a similar nature. They seem good and right, but applying them successfully will require great discipline.

Organizations that cannot change cannot survive, much less prosper.

The future is now
When I saw that Jerry Porras, the author of BUILT TO LAST had written the forward, I was immediately curious.I'm starting a new company and I've been reading a lot lately on how to create the proper corporate culture.I'd always thought that once the culture was established, I would have created a machine that would perpetuate itself.I was stunned by the idea, radical to me, that a good organization would be designed to encrouage and foster change from the outset.
Read more

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business Organization    4. Business/Economics    5. Human Resources & Personnel Management    6. Management - General    7. Organizational Behavior    8. Organizational Behavior In Business    9. Organizational change    10. Organizational effectiveness    11. Structural Adjustment    12. Business & Economics / Human Resources & Personnel Management    13. Management & management techniques   

Reviews (1)

A managment essential
This book is a basic for those wishing to compose and maintain a dynamic vital organization. Highly reccomended for middle level and upper managers. You will refer to it constantly. ... Read more

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business/Economics    4. Economics - General    5. Human Resources & Personnel Management    6. Leadership    7. Organizational change    8. Organizational effectiveness    9. Structural Adjustment    10. Organizational theory & behaviour    11. Personnel & human resources management   

Reviews (2)

Get Your Mind Right
This is not actually a handbook in the sense of it being a concise reference, but rather it is something that organizations undergoing change might want to distribute in order to suppress dissention among the rank and file. Its message: Resist organizational change and you will be crushed; embrace change and you might keep your job. Pro-management propaganda blaming workers for its failures.
In parental fashion, the book blames the workers for corporate failures. This pro-management piece of propaganda insinuates the workers are the problem, it stereotypes them as malcontents and recalcitrant rebels. In a"thou shalt be ashamed of thineself" mode it warns thatmanagement failures are due to the intransigent and rebellious employees'indifference toward managment and change. The book absolves management ofall failures and instead points the finger at the work staff's inability tocope with change. It further justifies management's "cold"behavior as being in the best interest of the corporation (vs.employees).Read more

Subjects:  1. Business & Economics / Organizational Behavior    2. Business / Economics / Finance    3. Business/Economics    4. Entrepreneurship    5. Business    6. Business & Economics    7. Change (Psychology)    8. Employees    9. Organizational Behavior   

Reviews (2)

At the cutting edge
While the concept of sustainability and sustainable development is still ethereal, BobDoppelt has his finger at the pulse of our best thinking, practices and strategy for implementation. Iresonate with his view that the process of achieving sustainability is messy and non-linear and people enter it from many directions. This book has informed my understanding and has helped structure a subject that has a moving target component to it. Bob Doppelt's work has credibility and substance for me.

Best book on change and sustainability
Bob Doppelt is the first sustainability expert to describe the nuances and challenges of successfully implementing a systemic sustainability program. Where others have said that "you need to get the people in the organization involved," Doppelt goes deeper and tells us how to do this. Read more

Subjects:  1. Business & Economics    2. Business/Economics    3. Development - Sustainable Development    4. Organizational theory & behaviour    5. Sustainability   

Reviews (2)

not for MBA students
This book was required for an MBA class.It is more suited for undergraduates.It does not encourage deeper thinking or analysis appropriate for the graduate level.
Great book. Must have it, if you are studying Org. Behavior
A colorful introductory textbook on organizational behavior that integrates concepts, theories, and research findings to examine individuals in organizations, groups and organizational processes, and inter-group relations and the organizational context. Case studies illuminate concepts and provide managerial implications. There is a diversity of heuristic features, some integrated into the text and some at the end of each chapter or part.
Read more

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business/Economics    4. Human Resources & Personnel Management    5. Management Science    6. Organizational behavior    7. Organizational effectiveness    8. Strategic Planning    9. Business & Economics / Systems & Planning    10. Organizational theory & behaviour   

Editorial Review

Change. It's fast, furious, relentless--and we're all in the midst of it. Indeed, it's the topic of choice for most business books on the market today. The problem, however, is that so many of these books merely warn managers how to plan for and anticipate change, rather than giving useful guidance on how to react to it successfully.Read more

Reviews (2)

The Care and Feeding of Intellect
According to the authors, "To keep up with the complexity and uncertainty of an unconventional and largely unpredictable global business world, organizations must embrace a new metaphor that will transform an organization into a minding organization. The minding organization behaveslike a living organism, in which adapting is central to vitality andcontrol." Agreeing with Drucker that organizations must manage theimplications and consequences of a future that has already occurred, theauthors suggest a number of strategies which will "bring the future to thepresent and turn creative ideas into business solutions." Their book isorganized as follows: First "Learning" Organisation, Now "Minding" Organisation
This book taps into the trend of seeing organisations in organic terms and focusing on action-based creativity. It is about creating a "minding organization," one that behaves like a human being-instantly able to adapt to new and ever-changing conditions; where the right hand literally knows what the left hand is doing. Read more

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business/Economics    4. Creative ability    5. Creative ability in business    6. Entrepreneurship    7. Executive Management    8. Management - General    9. Organization Theory    10. Organizational change    11. Structural Adjustment    12. Uncertainty    13. Business & Economics / General    14. Organizational theory & behaviour   

Reviews (1)

Excellent book that give good insight in how companies work
When you have read this very practice book, you can see how organisations work, were the weaknesses en strengths are in the company en how you can give advise to solve the problems. ... Read more

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business/Economics    4. Management - General    5. Management Science    6. Organization Development    7. Strategic Planning    8. Business & Economics / Systems & Planning    9. Organizational theory & behaviour   

Reviews (20)

Eye Opening Experience
This book was required reading for an undergraduate sociology course for Human Relations majors (sociology course for sociology/education/psychology). It was an eye opening experience because the readers/continuous learner is encouraged to step inside the corporate framework that directly affects our ideas and acceptance of an ideology of busines, etc based on the McDonald's corporate culture.
McDonald's: Just another Bureaucracy
In his book, "The McDonaldization of Society", George Ritzer writes of McDonald's as a catalyst that provoked rapid and significant changes throughout the fast-food industry and in multinational businesses, changes that directly and circuitously affected people and society in positive and negative ways. However, Ritzer contends that McDonaldization has contributed more negatively to society than positively. It is rare that such an erudite study can also be so readable by the public.
Full of inaccuracies . . . little creative thought.
I read this book hoping for a fair and balanced critical review of modern business.I found it to be little more than an attempt to justify a position that "all big business is bad".While that may be true, Ritzer spends a decent portion of the book using invalid arguments to support it.
Read more

Subjects:  1. 1980-    2. Business / Economics / Finance    3. Fast food restaurants    4. Management    5. Management - General    6. Organizational Behavior    7. Social Science    8. Social aspects    9. Social conditions    10. Social structure    11. Sociology    12. Sociology - General    13. United States    14. Cultural studies    15. Social Science / Sociology / General    16. Sociology, Social Studies    17. USA   

Reviews (1)

Fantastic Case Studies
The book provides great case studies about several American industries. It gives insights into how selected industries have evolved and how the major players interact. If you're interested in the topics presented in the book, you will not be disappointed. The analysis is accurate and very informative. ... Read more

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business/Economics    4. Economic Policy    5. Industrial Policy    6. Industries    7. Industries - General    8. Public Policy - Economic Policy    9. United States    10. Business & Economics / Economics / General    11. Economics    12. Law    13. Organizational theory & behaviour   

Editorial Review

Even those who think the idea of a "corporate soul" is an oxymoron will be persuaded by journalist David Batstone’s whip-smart suggestions for how values can reinvent an organization’s bad behavior. Read more

Reviews (16)

My question: will anyone act accordingly after reading this?
I say this book is worth reading, after watching The Corporation (the documentary).
Pickedlow fruit missed the Agribusiness
This book is written very well and is pretty straightforward.So straight forward you can get most of the concepts of the book by reading the table of contents.There can't be much to argue with in the book because virtually every corporate hack who raked in the money during the obscene years is now preaching the same messages of corporate redemption.Expense stock options, treat employees fairly, create an environmental scorecard.... wake me up when it is over.In short, there is nothing new in these pages but the way it is recapped is very sweet primer on the subject. But my question is why did Batstone stop where he did?Where are the chapters relating to the ethics of afdvertising and PR? The ethics of obscene campaign contributions and political lobbying efforts? Where are the chapters about companies holding communities hostage by leveraging the threat of relocation for sweet tax deals? The chapters about what truly sustainable business practices mean about the globalization of companies? Excellent and Essential Advice
David Batstone's excellent book on corporate integrity is a must-read for executives and managers who want ideas on how to create profitable but soulful businesses that show heart as well as logic. This is not a text that preaches from the pulpit or revels in moral condemnation of Enron's misdeeds. For those of us who are sick to the teeth of reading Enron/Anderson post-mortems, Batstone's book will come as a refreshing change. Read more

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business Ethics    4. Business/Economics    5. Development - Sustainable Development    6. Entrepreneurship    7. Leadership    8. Leadership In Business    9. Social responsibility of busin    10. Social responsibility of business    11. Business & Economics / Leadership    12. Organizational theory & behaviour    13. Practical & applied ethics   

Reviews (17)

Coaching + Systems Thinking = Transformation!
The author integrates coaching with systems thinking and the learning organization popularized by Peter Senge's book "The Fifth Discipline". This revised edition shows the Hargrove's approach is still fresh and surprisingly unique, given all the recent books published on coaching.
Every coach should read this book!
In the last ten years since I started coaching managers and leaders, I have read almost everything out there on the subject. This book stands out! The distinctions Hargrove makes about coaching provide clarity, while being very useable and transferable to others. He also writes in a very readable style, and balances profundity and humor to get his points across. Some points that I found especially useful were: Fantastic revision of an already great book!
I found Hargrove's book inspiring, insightful, and useful. I had read his first book - which was pivotal for me in creating my own coaching business-- and have found that he has taken this work to another level-a very compelling, as well as easy read. The two parts that I found most applicable to my own coaching clients were his step-by-step approach to coaching executives and the part on creating a "laboratory" that fosters collaboration within a group. I was able to bring these principles to a client who was wowed by what we were able to generate for her business. I would recommend this book to any coach, internal and external to a company, as well as to any leader who wants to create an "impossible future." ... Read more

Subjects:  1. Business / Economics / Finance    2. Business/Economics    3. Employee motivation    4. Entrepreneurship    5. Executive Management    6. Human Resources & Personnel Management    7. Industrial efficiency    8. Leadership    9. Teams in the workplace    10. Organizational theory & behaviour    11. Personnel & human resources management   

Reviews (4)

What Happy Companies Know:
There is a new and better way to work nowadays that allows more freedom and flexiblity in people's lives.This newfound freedom
Ethical vision for a successful future.
There's an unmistakable sense of energy that quickly becomes evident in all well-run companies.We all see it when we interact with them, and, more importantly, we all know when it's missing."What Happy Companies Know" describes how senior management with strong core values and an honest interest in their employees' welfare build happy companies that retain their best employees.Humble, ethical managers with a sense of vision can build a strong team dynamic in their companies, as employees enthusiastically take ownership of their goals.
What Happy Companies Know
"What Happy Companies Know" expands on the idea that organizational happiness is crucial to success. This book gives examples on how to achieve this happiness in your company and how to implement these plans. This book is designed to give company executives and owners ways to have a positive focus and highly motivated approach on the future. The authors demonstrate how high quality values and ethics of businessmen and women can help to unlock the talents and creativity of their employees thus making a company happier and more successful. ... Read more

Subjects:  1. Business & Economics    2. Business / Economics / Finance    3. Business/Economics    4. Human Resources & Personnel Management    5. Leadership    6. Leadership In Business