{"product_id":"winning-at-service-isbn-9780470848234","title":"Winning at Service","description":"This book reveals the Secrets to Service Success by analyzing four service companies\u003cbr\u003e that grew from small beginnings to the leaders in their industries. Interviews with the four CEOs who guided the companies to their success reveal the three basic principles they all share. The CEOs interviewed are Thomas Berglund of Securitas and J. Philip Sorensen of Group4Falck, the world's two largest security companies, Francis Mackay of Compass plc and Pierre Bellon of Sodexho Alliance, the world's two largest food service companies.Ein echter Blick hinter die Kulissen der Dienstleistungsindustrie.\u003cbr\u003e \u003cbr\u003e Diskutiert werden die Beispiele von 4 Dienstleistern, die in den letzten 20 Jahren sehr erfolgreich waren und die amerikanische und japanische Konkurrenz aus dem Feld geschlagen haben. Dabei handelt es sich jeweils um die zwei größten internationalen Sicherheits- und Food Service Unternehmen.\u003cbr\u003e \u003cbr\u003e Mit umfangreichen Interviews der CEOs der jeweiligen Unternehmen - Thomas Berglund von Securitas, J. Philip Sorensen von Group4Falck, Francis Mackay von Compass plc. und Pierre Bellon von Sodexho Alliance.\u003cbr\u003e \u003cbr\u003e Alle vier CEOs haben sich an den drei folgenden Grundprinzipien orientiert: 'Erkenne die tatsächliche Richtung und bleib dabei', 'Zuerst kommen die Mitarbeiter, dann die Strategie' und 'Sorge für ein fundiertes Verständnis aller Geschäftsabläufe, und zwar auf allen Managementebenen'.\u003cbr\u003e \u003cbr\u003e Vermittelt werden neue Einblicke und praktische Managementmethoden.\u003cbr\u003e \u003cbr\u003e Stellt die berühmte \"Toolbox\" von Thomas Berglund\/Securitas vor. Sie enthält 8 Tools, die jeweils die wichtigsten Elemente für das Wachstum von Securitas (bzw. jedem anderen Dienstleistungsunternehmen) symbolisieren. Jedes einzelne Tool steht für eine Philosophie, eine Mission, ein komplettes Instrumentarium an Gedanken und Leitlinien.\u003cbr\u003e \u003cbr\u003e \"Secrets to Service Success\" ist ein praktischer Leitfaden für Manager.\u003cbr\u003e \u003cbr\u003e Mit zahlreichen Zitaten, Interviews, Checklisten und Anekdoten.\u003cbr\u003e \u003cbr\u003e Geschrieben von führenden Mitarbeitern der Research-Teams bei IMD, McKinsey und Egon Zehnder. \u003cp\u003eForeword ix\u003c\/p\u003e \u003cp\u003eAcknowledgements xiii\u003c\/p\u003e \u003cp\u003e\u003cb\u003e1 Introduction 1\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThe Investigation 5\u003c\/p\u003e \u003cp\u003eThe Framework 6\u003c\/p\u003e \u003cp\u003eHow this Book is Organized 8\u003c\/p\u003e \u003cp\u003e\u003cb\u003e2 The Journey to Leadership 9\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eThe Challenge 9\u003c\/p\u003e \u003cp\u003eFour Journeys to Leadership 12\u003c\/p\u003e \u003cp\u003eSignposts 2002 33\u003c\/p\u003e \u003cp\u003eFour Companies: Four Winning Traits 37\u003c\/p\u003e \u003cp\u003e\u003cb\u003e3 Pick Your Game and Play it 39\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eDecide What You Want to Do 41\u003c\/p\u003e \u003cp\u003eFollow a Simple, Replicable Business Model 49\u003c\/p\u003e \u003cp\u003eUse Simple, Transparent Performance Measures 58\u003c\/p\u003e \u003cp\u003eQuestions for Service Leaders 61\u003c\/p\u003e \u003cp\u003e\u003cb\u003e4 Leadership at the Heart 63\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eVisionary Industry Shapers 67\u003c\/p\u003e \u003cp\u003ePassionate and Inspirational Leaders 80\u003c\/p\u003e \u003cp\u003eTrue Entrepreneurs 93\u003c\/p\u003e \u003cp\u003eIntimate Business Knowledge 97\u003c\/p\u003e \u003cp\u003eQuestions for Service Leaders 98\u003c\/p\u003e \u003cp\u003e\u003cb\u003e5 Passion for People 101\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eRecruit 106\u003c\/p\u003e \u003cp\u003eIntegrate and Develop 111\u003c\/p\u003e \u003cp\u003eRetain 122\u003c\/p\u003e \u003cp\u003eBuild Partnerships with Unions and Works Councils 132\u003c\/p\u003e \u003cp\u003eQuestions for Service Leaders 135\u003c\/p\u003e \u003cp\u003e\u003cb\u003e6 Keep It Simple 137\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eFlat Organization and Decentralized Decision-Making 138\u003c\/p\u003e \u003cp\u003eSmall Head Office 143\u003c\/p\u003e \u003cp\u003eQuestions for Service Leaders 147\u003c\/p\u003e \u003cp\u003e\u003cb\u003e7 Winning at Service: Final Words 149\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003eWin by Relinquishing Power 153\u003c\/p\u003e \u003cp\u003eWin with the Right Outlook 154\u003c\/p\u003e \u003cp\u003eWin at Golf: Play with a Full Bag 159\u003c\/p\u003e \u003cp\u003eWin by Turning Non-Core into Core 160\u003c\/p\u003e \u003cp\u003eCan all Companies Win? 161\u003c\/p\u003e \u003cp\u003eAssa Abloy: Lessons from a Non-Service Winner 166\u003c\/p\u003e \u003cp\u003eHow Large Can Winners Be? 167\u003c\/p\u003e \u003cp\u003eAppendix 171\u003c\/p\u003e \u003cp\u003eIndex 175\u003c\/p\u003e \u003cb\u003eWaldemar Schmidt\u003c\/b\u003e, Executive-in-Residence, IMD, Lausanne. Before becoming Executive-in-Residence at IMD, Waldemar Schmidt was CEO of ISS, the world's leading facilities support services group with 26 5000 employees in 35 countries. To cap his career accomplishments he now serves on the supervisory boards of 12 European companies and serves as chairman of 5 of them.\u003cbr\u003e\u003cbr\u003e\u003cb\u003eGordon Adler\u003c\/b\u003e, Senior Writer, IMD, Lausanne. In addition to serving as IMD's Senior Writer, Gordon Adler also works as an editor and communications consultant\/writing coach at a number of international companies. A freelance writer, he recently co-authored a book about family business, and has published in leading journals and magazines.\u003cbr\u003e\u003cbr\u003e\u003cb\u003eEls van Weering\u003c\/b\u003e, Research Associate and Project Manager at IMD, Lausanne, creates case studies for IMD's executive education programmes. Her areas of special expertise include corporate learning, international growth, entrepreneurship in large corporations, talent retention, strategy and leadership.  \"Winning at Service is special because it was written by a recently retired service industry CEO: Waldemar Schmidt. Unlike the authors of many other books about successfully managed companies, Waldemar Schmidt is not writing about his own company and not writing his own story. Where other books about successful management have been written by academics, this one has been written by a practitioner.\u003cbr\u003e \u003cbr\u003e Winning at Service can be extremely useful for managers of other service firms who have ambitions of building world class companies. The research findings from the four service companies may well be transferable to other industries, since the conclusions are generic and widely applicable: to succeed, in service and elsewhere, a successful company needs leadership at the heart, focus, passion for people, and simplicity in everything it does.\u003cbr\u003e \u003cbr\u003e Why this book now? Because no book has yet described the world's four leading companies in the security and food services industry. Because no book has, to date, looked in depth at what makes them tick. Because in the service industry, the key success factor is human capital, which is becoming more and more important in a wide range of companies and industries. Because the managerial skills, approaches and experiences of Compass Group, Group 4 Falck, Securitas and Sodexho Alliance will serve all general managers who harbour the ambition of building excellent companies, in any industry.\"\u003cbr\u003e Dr Egon P.S. Zehnder Founder of Egon Zehnder International  As service becomes a more and more important factor in customer choice, all executives with the ambition of a building world class company should read this book.\u003cbr\u003e \u003cbr\u003e \"This book identifies the critical common practices of highly successful, international service enterprises. These businesses are led by inspiring teachers, who connect employees to customers to the benefit of both, and who build business models that are internationally mobile, while locally contextually relevant ... a must read for students and practitioners alike who wish to understand the ingredients for successful growth of service business around the world.\" Gary W. Loveman, CEO, Harrah's Entertainment Inc.\u003cbr\u003e \u003cbr\u003e \"Winning at Service is not just about food and security services. It is about how to succeed in the service industry, and shows how sharing the vision with employees and customers, sticking to it and empowering employees to act upon it are the key ingredients for success.\" Rob Kuijpers, Former CEO, DHL International\u003cbr\u003e \u003cbr\u003e \"Gate Gourmet started on a journey similar to the four companies in Winning at Service, albeit on a smaller scale. Before we took off, we could sure have used the enduring lessons from this remarkable 'tour guide' in our own toolbox. But it is deeply reassuring to see that Gate Gourmet's key focus and basic beliefs are very much aligned with the winning strategies and values of the four service leaders in the book.\" Henning Boysen, President and CEO, Gate Gourmet International","brand":"Wiley","offers":[{"title":"Default Title","offer_id":47990496166117,"sku":"NP9780470848234","price":75.0,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1842\/7735\/files\/9780470848234.jpg?v=1761788060","url":"https:\/\/k12savings.com\/es\/products\/winning-at-service-isbn-9780470848234","provider":"K12savings","version":"1.0","type":"link"}