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Author: Chris DeRose Publisher: Penguin ISBN: 1101561718 Category : Business & Economics Languages : en Pages : 277
Book Description
Front-line employees who deal directly with customers are the face of any organization. Not only do they have the most impact on how a brand is perceived, but they are also the most valuable source of insight into what customers want and how to give it to them. Unfortunately, as management experts Chris DeRose and Noel M. Tichy explain, most organizations don't know how to evaluate the risk of giving employees more autonomy. Many of those who are willing to try haven't even invested resources in ensuring that-once the shackles are off-front-line employees make good judgments. Tichy and DeRose offer powerful examples of front-line leadership, such as: How Zappos trusts its people to do anything in service of a customer, including providing free product or reimbursing for mistakes How Mayo Clinic of Arizona enabled its nurses to challenge the hierarchy in order to improve patient care
Author: Chris DeRose Publisher: Penguin ISBN: 1101561718 Category : Business & Economics Languages : en Pages : 277
Book Description
Front-line employees who deal directly with customers are the face of any organization. Not only do they have the most impact on how a brand is perceived, but they are also the most valuable source of insight into what customers want and how to give it to them. Unfortunately, as management experts Chris DeRose and Noel M. Tichy explain, most organizations don't know how to evaluate the risk of giving employees more autonomy. Many of those who are willing to try haven't even invested resources in ensuring that-once the shackles are off-front-line employees make good judgments. Tichy and DeRose offer powerful examples of front-line leadership, such as: How Zappos trusts its people to do anything in service of a customer, including providing free product or reimbursing for mistakes How Mayo Clinic of Arizona enabled its nurses to challenge the hierarchy in order to improve patient care
Author: Steven Van de Walle Publisher: Springer ISBN: 3030040585 Category : Political Science Languages : en Pages : 270
Book Description
This book explores the social dynamics of the interaction between inspectors and their inspectees in the public sector. Government inspectors have a crucial role in enforcing rules and standards. The role of inspectors has changed. Their task is no longer to merely inspect and enforce, but also to educate, to negotiate, and to make compromises. Their decisions come about as a result of an interaction with inspectees: Do I punish or do I let go? Do I negotiate or do I issue a fine? Do I believe what this inspectee is telling me? Using insights from public administration, regulation and sociology, this book looks at the daily work of a diverse group of inspectors such as tax inspectors, veterinary inspectors, school inspectors, environmental inspectors or health inspectors.
Author: Dan Honig Publisher: Oxford University Press ISBN: 0190672455 Category : Business & Economics Languages : en Pages : 285
Book Description
Foreign aid organizations collectively spend hundreds of billions of dollars annually, with mixed results. Part of the problem in these endeavors lies in their execution. When should foreign aid organizations empower actors on the front lines of delivery to guide aid interventions, and when should distant headquarters lead? In Navigation by Judgment, Dan Honig argues that high-quality implementation of foreign aid programs often requires contextual information that cannot be seen by those in distant headquarters. Tight controls and a focus on reaching pre-set measurable targets often prevent front-line workers from using skill, local knowledge, and creativity to solve problems in ways that maximize the impact of foreign aid. Drawing on a novel database of over 14,000 discrete development projects across nine aid agencies and eight paired case studies of development projects, Honig concludes that aid agencies will often benefit from giving field agents the authority to use their own judgments to guide aid delivery. This "navigation by judgment" is particularly valuable when environments are unpredictable and when accomplishing an aid program's goals is hard to accurately measure. Highlighting a crucial obstacle for effective global aid, Navigation by Judgment shows that the management of aid projects matters for aid effectiveness.
Author: Frances Hesselbein Publisher: John Wiley & Sons ISBN: 1118047257 Category : Business & Economics Languages : en Pages : 336
Book Description
The Leader of the Future 2 follows in the footsteps of the international bestseller The Leader of the Future, which has been translated into twenty-eight languages, and is one of the most widely distributed edited collections on leadership to date. In twenty-seven inspiring and insightful essays, this book celebrates the wisdom of some of the most recognized thought leaders of our day who share their unique vision of leadership for the future. Returning Contributors: Ken Blanchard with Dennis Carey, Stephen Covey, Marshall Goldsmith, Charles Handy, Sally Helgesen, Rosabeth Moss Kanter, Jim Kouzes & Barry Posner, Richard Leider, Ed Schein, Peter Senge, and Dave Ulrich with Norm Smallwood. New Contributors: John Alexander, Darlyne Bailey, Howard Gardner with Lynn Barendsen, Usman Ghani, Ronald Heifetz, Joe Maciariello, Jan Masaoka, John Mroz, Brian O'Connell, Jeff Pfeffer, Ponchitta Pierce, Srikumar Rao, General Eric Shinseki, R. Roosevelt Thomas, Noel Tichy with Chris DeRose, and Tom Tierney. "Hesselbein and Marshall Goldsmith, one of the USA's top executive coaches, edited the collection The Leader of the Future 2. Its 27 eloquent essays provide a kind of hopeful, idealistic best-case scenario for future leaders of non-profits and businesses. This is not a cookie-cutter, how-to approach. The job of the essayists is to provide food for thought and goals. The high quality of writing here should inspire anyone who has aspirations for leadership." —Bruce Rosenstein, USA Today
Author: Noel M. Tichy Publisher: Penguin ISBN: 9781591841531 Category : Business & Economics Languages : en Pages : 412
Book Description
"A first collaboration by two acclaimed leadership advisors presents a definition of leadership that focuses on one's ability to make the right call in spite of high stakes and limited information, in a guide that explains how to develop judgment skills through a three-step process."--Publisher.
Author: Richard Sakwa Publisher: Bloomsbury Publishing ISBN: 0857724371 Category : Political Science Languages : en Pages : 320
Book Description
The unfolding crisis in Ukraine has brought the world to the brink of a new Cold War. As Russia and Ukraine tussle for Crimea and the eastern regions, relations between Putin and the West have reached an all-time low. How did we get here? Richard Sakwa here unpicks the context of conflicted Ukrainian identity and of Russo-Ukrainian relations and traces the path to the recent disturbances through the events which have forced Ukraine, a country internally divided between East and West, to choose between closer union with Europe or its historic ties with Russia. In providing the first full account of the ongoing crisis, Sakwa analyses the origins and significance of the Euromaidan Protests, examines the controversial Russian military intervention and annexation of Crimea, reveals the extent of the catastrophe of the MH17 disaster and looks at possible ways forward following the October 2014 parliamentary elections. In doing so, he explains the origins, developments and global significance of the internal and external battle for Ukraine.With all eyes focused on the region, Sakwa unravels the myths and misunderstandings of the situation, providing an essential and highly readable account of the struggle for Europe's contested borderlands.
Author: Philip E. Tetlock Publisher: Princeton University Press ISBN: 1400888816 Category : Political Science Languages : en Pages : 368
Book Description
Since its original publication, Expert Political Judgment by New York Times bestselling author Philip Tetlock has established itself as a contemporary classic in the literature on evaluating expert opinion. Tetlock first discusses arguments about whether the world is too complex for people to find the tools to understand political phenomena, let alone predict the future. He evaluates predictions from experts in different fields, comparing them to predictions by well-informed laity or those based on simple extrapolation from current trends. He goes on to analyze which styles of thinking are more successful in forecasting. Classifying thinking styles using Isaiah Berlin's prototypes of the fox and the hedgehog, Tetlock contends that the fox--the thinker who knows many little things, draws from an eclectic array of traditions, and is better able to improvise in response to changing events--is more successful in predicting the future than the hedgehog, who knows one big thing, toils devotedly within one tradition, and imposes formulaic solutions on ill-defined problems. He notes a perversely inverse relationship between the best scientific indicators of good judgement and the qualities that the media most prizes in pundits--the single-minded determination required to prevail in ideological combat. Clearly written and impeccably researched, the book fills a huge void in the literature on evaluating expert opinion. It will appeal across many academic disciplines as well as to corporations seeking to develop standards for judging expert decision-making. Now with a new preface in which Tetlock discusses the latest research in the field, the book explores what constitutes good judgment in predicting future events and looks at why experts are often wrong in their forecasts.
Author: Michael Adler Publisher: Bloomsbury Publishing ISBN: 1847315755 Category : Law Languages : en Pages : 542
Book Description
This book comprises a definitive collection of papers on administrative justice, written by a set of very distinguished contributors. It is divided into five parts, each of which contains articles on a particular aspect of administrative justice. The first part deals with the impact of 'contextual changes' on administrative justice and considers the implications of changes in governance and public administration, management and service delivery, information technology, audit and accounting, and human rights for administrative justice. The second part deals with conceptual issues and describes a number of competing approaches to the administrative justice. The third part deals with the application of administrative justice principles to private law disputes while the fourth part deals with the distinctive characteristics of administrative justice in three other jurisdictions. The final part deals with current developments in administrative justice and the book concludes with a discussion of legislative and policy developments in the UK. The general approach of the book is socio-legal and interdisciplinary. The chapters adopt a variety of disciplinary perspectives, including those derived from political science, public policy, social policy, accounting and information technology as well as from law. Although most of the contributors are academics, some are practitioners. For these reasons, the book should be of interest to lawyers, particularly those with interests in administrative law, and to social scientists, particularly those with interests in public administration, public policy and public management.
Author: Chris DeRose
Author: Chris DeRose
Author: Steven Van de Walle
Author: Dan Honig
Author: Frances Hesselbein
Author: Noel M. Tichy
Author: DANIEL. SOKOL
Author: Richard Sakwa
Author: 
Author: Philip E. Tetlock
Author: Michael Adler