The value profit chain : treat employees like customers and customers like employees / James L. Heskett, W. Earl Sasser, Leonard A. Schlesinger.
Publication details: New York : The Free Press, 2003.Description: xxii, 377 p. : ill. ; 24 cmISBN:- 0743225694
- 9780743225694
- 658.812 21 HES
Item type | Current library | Call number | Copy number | Status | Date due | Barcode |
---|---|---|---|---|---|---|
Book Open Access | Agriculture and Animal Sciences Library | 658.812 HES 1 (Browse shelf(Opens below)) | 1 | Available | 0014904 |
CONTENTS
PART I Achieving Value-Centered Change
1. The Value Profit Chain
2. Rethinking the Business Using Value-Centered Concepts
PART II Getting Management's Attention
3. Measuring and Communicating Customer Lifetime Value
4. Measuring and Communicating Employee Value
5. Mobilizing for Change: Challenging Strong Cultures
PART III Engineering Value Profit Change
6. The Performance Trinity and the Value Profit Chain
7. Employee Relationship Management
Treating Employees Like Customers
8. Customer Relationship Management
Treating Customers Like Employees
9. Managing by Value Exchange
10. Leveraging Value over Cost
PART IV Cementing the Gains
11. Identifying and Revisiting Core Values
12. Developing Value-Centered Measurement and Recognition
13. Hardwiring Performance
14. Leading the Organization to Learn and Innovate
Includes bibliographical references and index.
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