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The value profit chain : treat employees like customers and customers like employees / James L. Heskett, W. Earl Sasser, Leonard A. Schlesinger.

By: Contributor(s): Publication details: New York : The Free Press, 2003.Description: xxii, 377 p. : ill. ; 24 cmISBN:
  • 0743225694
  • 9780743225694
Subject(s): DDC classification:
  • 658.812 21 HES
Online resources:
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Holdings
Item type Current library Call number Copy number Status Date due Barcode
Book Open Access 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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