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The value profit chain : treat employees like customers and customers like employees

Author: James L Heskett; W Earl Sasser; Leonard A Schlesinger
Publisher: New York : Free Press, 2003.
Edition/Format:   Print book : EnglishView all editions and formats
Database:WorldCat
Summary:
Publisher Description (unedited publisher data) James Heskett, Earl Sasser, and Leonard Schlesinger reveal powerful new evidence that paying close attention to the employee-customer relationship will enable any organization to be a low-cost provider and achieve superior results -- proving that you can have it all, a goal thought inadvisable just a few short years ago. At the heart of this bold assertion is the  Read more...
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Material Type: Internet resource
Document Type: Book, Internet Resource
All Authors / Contributors: James L Heskett; W Earl Sasser; Leonard A Schlesinger
ISBN: 0743225694 9780743225694 9781476799988 1476799989
OCLC Number: 50155807
Description: xxii, 377 pages : illustrations ; 24 cm
Contents: Part I Achieving Value-Centered Change 1 --
Part II Getting Management's Attention 51 --
Part III Engineering Value Profit Change 109 --
Part IV Cementing the Gains 223 --
Appendix A Compendium of Value Profit Chain Research 301 --
Appendix B The Value Profit Chain Audit 318 --
Appendix C Calculating the Lifetime Value of a Customer 338.
Responsibility: James L. Heskett, W. Earl Sasser, Leonard A. Schlesinger.
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From the authors of THE SERVICE PROFIT CHAIN comes the culmination of twenty-eight years of groundbreaking research - a revolutionary framework that will enable any company to achieve superior profit  Read more...

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David H. Maister Chairman, Maister Associates, Inc., and author of Practice What You Preach This is an important book. With careful reasoning and the patient unfolding of evidence, the reader is led Read more...

 
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