The Why! Company

   On Great Service : A Framework for Action - Leonard L. Berry

Mr. Berry's insights can be applied from Face to Face to Call Center environments and it's a must-read to Top-Executives that have started a company focus change and are wondering why it's the initiative failing or getting down the hills. The answers could probably be: Your company it's not competing for talented people, has not embraced technology, has not empowered your front line teams or the most elementary one...maybe have not created a Customer Service strategy. All this answers in ON GREAT SERVICE.

   Discovering the Soul of Service - Leonard L. Berry

Leonard L. Berry examines some of America's great service companies and finds "nine drivers of excellence" that are behind them all. Discovering the Soul of Service looks at 14 diverse businesses, including the St. Paul Saints minor-league baseball team, Dial-A-Mattress, Midwest Express Airlines, and two of the world's fastest-growing service companies--Charles Schwab and Enterprise Rent-A-Car. "The lessons they teach are clear indeed," writes Berry, a marketing professor and director of the Center for Retailing Studies at Texas A & M University. "Although the companies differ on the outside--the nature, size and structure of their businesses--to a remarkable degree they are the same on the inside, sharing the drivers of their ongoing success." The "nine drivers" that Berry uncovers are the following: Leading with Values, Strategic Focus, Executional Excellence, Control of Destiny, Trust-Based Relationships, Investment in Employee Success, Acting Small, Brand Cultivation, and Generosity.

   It's Not Luck - Eliyahu M. Goldratt

Learn more about the powerful techniques first presented in the best-selling business novel, The Goal. In this book, Dr. Goldratt, through examples in a variety of industries, shows how to apply TOC to sales and marketing, inventory control, and production distribution. In addition, techniques in conflict resolution are introduced on both a business and personal level.

One of the world's most sought after business leaders - author and educator, Dr. Eli Goldratt. Eli Goldratt had been described by Fortune Magazine as a "guru to industry" and by Business Week as a "genius."

   Value Migration: How to Think Several Moves Ahead of the Competition - Adrian J. Slywotzky

According to Slywotzky, value migration is the flow of economic and shareholder value away from an increasingly outmoded business design toward others that are better equipped to create utility for customers and profit for the company. This book describes the skills that managers will need to identify value shifts in their own industries and to craft the key moves that will determine their ability to achieve and sustain value growth.

   The Profit Zone - Adrian J. Slywotzky

The Profit Zone looks at how profit happens in today's customer-driven economy. The authors demonstrate why market share often leads to a "no-profit zone" and identify 22 profit models that have helped dozens of companies consistently make money. Included are in-depth looks at companies--Disney, GE, Microsoft, Intel, Charles Schwab--that have successfully redesigned their businesses and dramatically increased the value of their companies. Instead of focusing on market share, these innovators first looked at their customers' needs and how they could profit from fulfilling them. The book considers example after example of how the profit zone works, from Disney's theme parks to Schwab's marketing and selling of mutual funds. The final chapter is a handbook that allows managers to apply the ideas to their own companies. Clearly written and immensely practical, The Profit Zone deserves a place on every manager's bookshelf.