Search results for ""Kogan Page""

Accelerate your career and transform your skillset without the commitment or cost of an MBA. This internationally bestselling book distils the full insights of an MBA, providing a comprehensive and engaging guide to success. This latest edition has been extensively updated to reflect the evolving curriculums from leading business schools, including new theories and insights on globalization and entrepreneurism. The 30 Day MBA takes you beyond the basics as it covers all 12 core disciplines of MBA courses, supported by insightful case studies from world-leading organizations such as Ikea, Cisco, Shell and Heinz. Colin Barrow draws upon his extensive academic and professional career to provide insights, guidance and clarity that equals the teaching from the world's top business schools. Look no further than The 30 Day MBA to broaden your mind with all the knowledge and confidence you need to overcome the competition and excel in your career.

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A learning culture is essential to outperform the competition but how can Learning and Development (L&D) professionals achieve this? What habits do they need to develop in their workforce? Learning Habits is written by an author with over 20 years' experience using learning science to improve both business and employee outcomes. It explains what habits are necessary for an effective learning culture and how to develop them at individual, team and organizational levels. This book outlines each habit, explains what it is, why it makes a difference and how to measure it as well as providing a framework that can be used to make these habits become routine to ensure the learning sticks. Each habit is underpinned by behavioural science research and supported by practical advice, real world examples and case studies from global organizations. Learning Habits also includes checklists to track progress, a 'cue, routine, reward, reflect' model to make learning habits core to how the business operates and templates for measurement. This book is essential reading for all L&D practitioners who know that building a learning culture is crucial for individual and business success but don't know where to start.

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Taking the best elements of a product-management approach and applying them to HR activity can transform the people function. This book shows you how. Written for all HR professionals and business leaders, Built for People explains how to improve workforce and business performance by developing people-centred ways of working, evidence-based decision making and a culture of continuous feedback and iteration. It explains everything from what this approach means for business professionals, what the benefits of it are and how to do it effectively. It covers how to proactively develop an employee experience which attracts, engages and retains the talent the business needs and supports them to operate at their full potential. There is also practical guidance on the importance of user research, sprint planning, vision development and how to encourage a continuous feedback loop in your team. This book includes the importance of testing and iteration and how to define metrics for success, as well as showing you how to handle organizational change, company culture clashes and how to build and improve overall business performance and employee experience at scale. Full of tools, case studies, exercises and advice from those who are already seeing the benefits of a product-management approach, this is essential reading for all business leaders needing to develop an agile, innovative and evidence-based approach to their people operations.

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Every business should introduce new technologies to improve their performance? The only way to innovate is to think outside of the box? And obviously, having a Chief Strategy Officer is a guarantee of success. Really? The reality is that there are no magic recipes for success. If there were, every company would use them, and no single company would be outstanding. Business strategy is messy, requires hard graft and is difficult to get right. And yet the world of strategy is dominated by management consultants and business gurus making sweeping generalizations, oversimplifying business thinking and peddling their own unfounded ideas. But do these methods actually work? Myths of Strategy debunks thirty of these most common strategy sagas, cutting through consultant hyperbole and provide you with tried and test business ideas that will make your company more successful. About the Business Myths series... The Business Myths series tackles the falsehoods that pervade the business world. From leadership and management to social media, strategy and the workplace, these accessible books overturn out-of-date assumptions, skewer stereotypes and put oft-repeated slogans to the test. Entertaining and rigorously researched, these books will equip you with the insight and no-nonsense wisdom you need to succeed.

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Global disruption, new technologies and changing consumer habits are causing turmoil in the supply chain industry. This book shows businesses how to remain resilient in this dynamic new environment. The supply chain crisis of 2021 exposed the necessity of a sustainable supply chain. The Fourth Industrial Revolution has transformed our society and economy. The logistics and supply chain industry continues to be innovated by automation, blockchain and sustainability. Amid all this volatility, it is vital for businesses to not only protect their operations from disruption, but to rise to the challenge that these innovations pose to become game-changers in their sectors. Now in its second edition, Logistics and Supply Chain Innovation provides vital insight into the major trends transforming the supply chain and logistics industry. Featuring a new section on the role of technologies in reducing carbon emissions, case studies from companies such as Amazon, Alibaba, Maersk, UPS and DHL, as well as a full update of all existing content on crowd sourcing and shipping, on-demand delivery, autonomous vehicles and more, Logistics and Supply Chain Innovation is the essential guide to thriving in a rapidly developing logistics landscape. Online supporting resources include PowerPoints and sample case studies.

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Armstrong's Handbook of Human Resource Management Practice is the definitive resource for HRM students and professionals, helping readers understand and implement HR to align with business needs. This book provides detailed coverage of all areas essential to the HR function such as employment law, employee relations, learning and development, performance management and reward management. It also covers the HR skills needed to ensure professional success, including leadership, managing conflict, interviewing and using statistics. It is illustrated throughout in full colour and has a range of pedagogical features to consolidate learning such as source review boxes, key learning points and case studies from international organizations such as IBM, HSBC and Johnson and Johnson. This fully updated 16th edition includes new chapters on managing remote workers and developments in digital human resource management practices. There are also updates to reflect the changes throughout the HR function, such as performance leadership, 'smart' reward and employee wellbeing. Armstrong's Handbook of Human Resource Management Practice is suited to both professionals and students of undergraduate and postgraduate degrees. It is also aligned with the Chartered Institute of Personnel and Development (CIPD) profession map so can be used by those studying the Associate Level 5 and Advanced Level 7 qualifications. Online supporting resources include comprehensive handbooks for lecturers and students, lecture slides, all figures and tables, toolkits, and a literature review, glossary and bibliography.

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Increase customer attraction, acquisition and retention by using technology to create seamless, effective and joined-up marketing. It can be hard to know where to begin with the sheer number of platforms and solutions available to marketers today, as well as to use martech to its full potential. The Martech Handbook provides a clear and step-by-step framework for understanding and selecting various forms of marketing technology to drive business value in all areas of marketing, from CX, automation and lead management, to reporting and analysis as well as designing and orchestrating a tech stack that brings them all together. This book also explores getting buy-in, scaling martech within organizations depending on their needs, size and budget as well as measurement, monitoring and governance. Written by an award-winning martech leader, it features case studies and examples from companies including Spotify and Amazon alongside frameworks, question checklists, and interviews with leading industry practitioners. This is an essential resource for augmenting your marketing and achieving key objectives through leveraging technology.

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Many employees are looking for a mix of remote and office working. How can HR professionals adapt policies and practices to ensure hybrid working is effective for the workforce and the business? HR for Hybrid Working covers everything that people professionals need to succeed in a hybrid working model and manage the transition to this new way of working. It shows why and how contractual documents, policies, pay and reward terms need to change, how to manage changing employee expectations and how to assess and communicate to staff what work can be done partially remotely and manage the impact on company culture. There is also insight on how to adapt learning and development (L&D) and wellbeing activities to ensure they support employee development. Alongside expert guidance on how to assess what technology solutions are right for the business, HR for Hybrid Working explains how to manage inductions and exits from the organization when the location of employees is changeable. Packed full of advice, examples and case studies, this book also provides a dedicated section on the new skills needed by HR professionals as organizational roles, structures and processes change in a hybrid working model.

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SHORTLISTED: Business Book Awards 2023 - Specialist Business Book Project management is changing. Rather than focusing solely on one large project, the majority of project managers are now expected to juggle multiple projects, which brings a different set of challenges. Between a greater number of project sponsors, resource conflicts and constant pressure from deadlines, it can be difficult to avoid burnout. Managing Multiple Projects blends formal project management techniques with time management and productivity tools in a step-by-step approach to consolidating your workload. From combining schedules to prioritising work and engaging stakeholders, this book clearly explains how to adapt your behaviour and techniques to successfully work on several projects at once. This practical guide provides answers to commonly asked questions (such as how to reduce the number of meetings and how to manage a To Do list) and includes case studies from real project managers. Checklists for common tasks and adaptable templates of trackers and reports are combined with easily actioned exercises to improve processes. Managing Multiple Projects gives practitioners the tools they need to improve the chances of project success and maintain a work-life balance. Online resources include downloadable templates of productivity checklists and status reports.

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SHORTLISTED: Business Book Awards 2023 - Diversity, Inclusion & Equality Coaching and developing employees is not a one size fits all activity. Race, gender, class, education, culture and religion can all affect the needs of employees. Coaches, leaders and line managers must address this. Diversity, Inclusion and Belonging in Coaching is a practical guide for coaches, leaders and line managers which explains how to understand different employee needs, identify what experiences can impact these needs and shows how to develop a truly inclusive approach to coaching and employee development. It also covers how to recognize the difference between employees in survival mode as opposed to those who are thriving, feeling psychologically safe and displaying healthy resilience. Packed full of practical tips, tools, case studies, interviews, examples and activities to work through in practice, this book allows coaches, leaders and line managers to create an inclusive culture of belonging and psychological safety to ensure that all employees flourish. There is also specific guidance on how to deal with employee trauma such as prejudice, racism, bullying, burnout, imposter syndrome and grief as well as how to cultivate a system of acceptance and encourage all employees to safely bring their authentic selves to work. Supported by expert advice, personal experience and industry research, this book is crucial reading for all coaches, leaders and managers responsible for talent development.

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SHORTLISTED: Project Syndicate 2023 - Sustainability Book Award WINNER: Business Book Awards 2023 - Change & Sustainability Category The case for business sustainability has already been made; organizations can no longer ignore the issue when climate change affects supply chains and customer expectations require them to take action. It has also been proven that businesses operating sustainably drive innovation, build brand value and are more profitable. It is therefore time to shift the conversation from the 'why' of business sustainability to the 'how'. The Sustainable Business Handbook is a practical 'how-to' guide which aims to demystify jargon and provide practical tools and tips for busy managers. Rather than preaching the importance of sustainability, it cuts straight to how businesses can become more resilient and successful in the long term by becoming more sustainable. This indispensable book is based around twenty top tips for transforming your business and is interspersed with a range of individual profiles and case studies of organizations successfully embracing sustainability. With guidance on defining your organizational purpose, engaging stakeholders and creating the right culture, The Sustainable Business Handbook outlines how to shift Corporate Responsibility from being a bolt-on to business operations to being a source of innovation and new business, as well as societal good.

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SHORTLISTED: CMI Management Book of the Year 2017 - Management Futures Category Understand how to drive business performance with your organizational data and analytics in the second edition of Data-Driven Organization Design. Using data and analytics is a key opportunity for businesses to transform performance and achieve success. With a data-driven approach, all the elements of the organizational system can be connected to design an environment in which people can excel and attain competitive advantage. Data-Driven Organization Design provides a practical framework for HR and organization design practitioners to build a baseline of data, set objectives, carry out fixed and dynamic process design, map competencies, and right-size the organization. It shows how to collect the right data, present it meaningfully and ask the most relevant questions of it to help complex, fluid organizations constantly evolve and meet moving objectives. This updated second edition contains new material on organizational planning and analysis, role design and job architecture, position management lifecycle and delta reporting. Alongside this, new case studies and examples will show how these approaches have been applied in practice. Whether planning a long-term transformation, a large redesign or an individual small project, Data-Driven Organization Design will demonstrate how to make the most of your organizational data and analytics to drive business performance.

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The second edition of Agile Change Management provides essential tools to build change manager capabilities and ensure change initiatives are embedded effectively throughout the organization. This book is a comprehensive resource for creating a roadmap that is flexible and unique to each organization to manage any type of change initiative. Detailing all the processes, activities and information needed, from creating the right environment for change to completing iterative tasks, it shows how to respond to different needs as they arise, reducing the potential for wasted time and resources. The updated second edition features chapters on behavioural change and decomposition in planning iterations, and new material on prototyping for business needs and virtual leadership. Whether implementing a large-scale transformation or working through projects at micro-level, Agile Change Management provides tools, frameworks and examples necessary to adapt to and manage change effectively.

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How do I balance delivery of the HR strategy with the needs of the business? How can I solve key people issues while also becoming a true strategic HR business partner? This book has the answers. Packed with expert advice, The HR Business Partner Handbook explains how HR Business Partners can be both the go-to people expert needed by employees and the trusted strategic ally needed by the business. This book covers how to develop an authoritative knowledge of HR practice as well as deep understanding of what the organization does and its business goals. It includes guidance on all the people fundamentals needed as well as the importance of empathy, humility and how to demonstrate leadership on moral and ethical issues. It also covers how to adapt advice and activity for different stakeholders. This book explains how to identify the root of an HR issue and not just treat the symptoms and most importantly, how to develop solutions that work for an organization and its people. There is practical guidance on how to develop a strategic mindset, learn what to start doing and what to stop. It also features an assessment of the common pitfalls and intra-profession challenges and how HR business partners should seek to approach them. Written by an HR Business Partner, for HR Business Partners, this is an indispensable guide for everyone wanting to excel in this role and drive improvement in an organization, its leaders and HR. Finally, a 'how-to' guide for HR business partners at every stage of their career!

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Recognized by the Driver and Vehicle Stands Agency (DVSA) as recommended reading for the Approved Driving Instructor (ADI) exams, this bestselling guide is the authoritative guide for both trainee and qualified driving instructors. The Driving Instructor's Handbook covers every aspect of being a driving instructor, from the role itself, to the characteristics needed to the job effectively, through to preparation for the ADI exams. Now in its 22nd edition, the book includes detailed guidance on issues such as licences, training, teaching and coaching skills and road traffic law. Fully updated to cover all changes including updates to the ADI theory and practical tests, new rules in the Highway Code, revised motorway legislation, different rules and procedures in Northern Ireland and updated advice on disabilities, this book is essential reading for anyone involved in the training of drivers or driving instructors.

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The digital revolution is changing our world and the fundamentals of business faster than anyone expected, and the responsibility for leading key aspects of enterprise-wide business transformation often falls to the Chief Financial Officer (CFO). This book provides motivation and guidance for current and future finance leaders to navigate an increasingly unpredictable, dynamic, complex and connected world. As businesses are forced to change fundamentally or accept the reality of being left behind, the CFO has a particularly important part to play in preparing for this change - not only for their own function but for the business as a whole. So what is the role of CFOs in delivering digital business transformation? What can they do to manage business resources and performance more dynamically? How can CFOs contribute to the creation and management of new business models, such as digital business platforms and ecosystems? And what can finance leaders do to enable sustainable growth and long-term multi-stakeholder value creation? These and many more key questions are tackled in The Contemporary CFO, which draws on practical experience of transforming leading global businesses and on extensive, original research, including in-depth interviews with a wide range of corporate leaders. CFOs are used to managing change but delivering a complex business transformation on top of an already demanding role can be challenging. This essential guide includes the latest thinking, trends and perspectives to help finance leaders navigate the demands of the connected world successfully.

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How can I create in-person learning that engages people? How can I build digital learning that is effective? How can I develop learning content that can be used remotely and ensure that the learning sticks? Learning Experience Design has the answers to all these questions and more. This book is a practical guide for all learning and development (L&D) professionals. It covers everything from what learning experience design (LXD) is, the role of the L&D professional in LXD, and what the main areas to consider when designing learning are including emotion, attention, memory, engagement, enjoyment, transfer, practice and learning retention. It includes practical advice for all areas of learning design including text, graphics, audio, visual, simulations, AR/VR, question and social design. There is also essential guidance on instructional design, UX (user experience) design and how to design effective learning analytics. The final part of the book covers design thinking, blended learning and discussion of LMSs (learning management systems), LXPs (learning experience platforms) and LRSs (learning record stores). With examples, tips, case studies and advice throughout, this is an invaluable book for anyone wanting to make an impact with their learning design and ensure knowledge, skills and performance improvement.

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Global consumption of raw materials currently goes beyond the earth's regenerative capacity, but the circular economy offers a more sustainable model which also provides new business opportunities. Mastering the Circular Economy is an introduction to circularity from a business and value chain management perspective. With many reflections and exercises throughout, the book draws a direct link between relevant recent theory and practice and offers students and practitioners a deeper understanding of the topic. It looks at both the macro and micro context of the circular economy, from the government and societal view to the impact of new business models in an individual company. Starting from the corporate imperative of moving from linear to circular business models, Mastering the Circular Economy covers the associated opportunities and challenges for organizations, from regulation and risk to value chain collaboration, reverse logistics and product quality. Part two of the book helps students to pull together everything they've learned and see how the concepts play out in the real world by guiding them through application in the online business simulation game The Blue Connection (free basic access is included with the book). Readers are continuously asked to reflect on the choices they would make in different roles to demonstrate a full understanding of the strategic and operational implications of the circular economy.

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How can coaching and mentoring approaches be applied in individual, team and organizational contexts to increase performance? Coaching and Mentoring offers a complete resource for developing and implementing the latest theories and models in your organization. Featuring tips, tools and checklists throughout, this book covers all the key aspects of the process, from delivering feedback that builds confidence and success and observant listening to evaluating the effectiveness of initiatives and coaching supervision. Guidance is also provided on how to support people in their learning, getting buy-in from stakeholders and creating a coaching culture. Drawing upon insights from a number of experienced coaching and mentoring professionals, it also features case studies from the NHS and the CIPD's Steps Ahead mentoring programme to show how these approaches have been applied in practice. This fully revised fourth edition of Coaching and Mentoring contains a new chapter on group and team coaching and further material on systemic coaching and how to use coaching for diversity and inclusion. Featuring updates to case studies and wider research, coaches and mentors of all levels of experience and those studying coaching and mentoring will benefit from this definitive text.

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Becoming a partner in a professional services firm is for many ambitious fee-earners the ultimate goal. But in this challenging industry, with long hours, high pressure and even higher expectations, how do you stand out from the crowd? How do you build the most effective relationships? And how do you find the time to do all of this and still have a fulfilling personal life? Now in its third edition, How to Make Partner and Still Have a Life equips individuals at the start of their career through to partner with the skills needed to reach and succeed at the leadership level. How to Make Partner and Still Have a Life details the expectations and realities of being a partner and outlines how you can continue to achieve once you have obtained the much-coveted role. This edition is updated with guidance on developing the right mindset for success and the importance of mentoring and sponsorship. There is a specific focus on women and BAME professionals and the challenges faced by individuals coming from non-traditional or under-represented backgrounds. Heather Townsend and Jo Larbie provide a guide to help you tackle common obstacles and work smarter - not harder - to reach the top. Start your journey to partnership and still have the time for a life outside of work.

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Mastering the Supply Chain is an introduction to supply chain management. The book integrates theory with practice and aims to create a cross-functional mindset in students and practitioners. It provides a wide overview of relevant supply chain concepts and sets out the challenges that need to be overcome in order to find practical ways of implementing these in a real company situation. Readers are continuously asked to actively reflect on the choices they make, thus experiencing first-hand the many challenges that good and effective supply chain management presents. Mastering the Supply Chain presents a different way of learning that puts the reader at the heart of a life-like situation, so that they experience the impact of every decision they make, not just in their own 'silo' but across the business. In this way, they will learn that many supply chain concepts are relatively simple to understand, but not so easy to apply in reality. Chapter 6 helps students to pull everything they've learned together and see how the concepts play out in the real world by guiding them through an interactive demonstration of the online business simulation game The Fresh Connection (free access is included with the book). This is a key text for students on supply chain management BScs and MScs as well as background reading for students playing the full version of The Fresh Connection Business Simulation game.

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Decisions in businesses and organizations are too often based on fads, fashions and the success stories of famous CEOs. At the same time, traditional models and new cutting-edge solutions often fail to deliver on what they promise. This situation leaves managers, business leaders, consultants and policymakers with a profound challenge: how can we stay away from trends and quick fixes, and instead use valid and reliable evidence to support the organization? In response to this problem, evidence-based management has evolved with the goal of improving the quality of decision-making by using critically evaluated evidence from multiple sources - organizational data, professional expertise, stakeholder values and scientific literature. This book sets out and explains the specific skills needed to gather, understand and use evidence to make better-informed organizational decisions. Evidence-Based Management is a comprehensive guide that provides current and future managers, consultants and organizational leaders with the knowledge and practical skills to improve the quality and outcome of their decision-making. Online resources include case studies, exercises, lecture slides and further reading.

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Containing the largest bank of test questions on the market, How to Pass Numerical Reasoning Tests provides advice, practice and exercises to help you prepare for the rigorous tests used by employers, helping you to build up speed, accuracy and confidence. An overview of the basics is followed by a step-by-step guide to numerical tests, covering: - Fractions and decimals - Rates - Percentages - Ratios and proportions - Data interpretation Also containing practice on mathematical problems in written word format to aid your analytical skills, How to Pass Numerical Reasoning Tests gives you everything you need to boost your ability and face the challenge head on.

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Most leadership development runs on rails: courses are organized with standard content usually delivered by companies set up expressly for that purpose. Most leadership programmes fail when judged on whether they achieve lasting impact and behaviour change because what is covered is often forgotten after the programme ends. Building Leadership Development Programmes is designed to show how leadership development should work. It challenges the widely accepted notion that leadership development cannot be measured and it exemplifies how to design programmes that are in line with organizational needs and deliver lasting and measurable impact. Building Leadership Development Programmes is structured around detailed case studies from around the world that offer unique insights into the process of building effective leadership development, looking at a range of approaches from almost zero cost options to high end investment that actually works. It helps readers think through what it is that they are actually trying to achieve, offering processes to work through to establish what is necessary for their organization and take a longer view than looking for quick fixes. It features case studies including Crotonville Leadership Centre who have worked with GE, McKinsey and the Red Cross, and interviews with world authorities on leadership and talent development. Detailed guidance will help identify the right measures to ensure impact, and to adopt the right methodologies, including looking at leadership coaching, mentoring, social learning and action learning, blowing apart the idea that expensive training courses are always required.

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In Sticky Marketing Grant Leboff argued that the old marketing system of shouting messages at people was finished, replaced by providing value around your product or service: brands needed to become sticky. This new edition of Sticky Marketing, Stickier Marketing, remains a complete guide to producing effective marketing communications in a world of consumers empowered by new digital technology who do not want to be shouted at but engaged with. It shows readers how providing return on engagement, rather than return on investment, and a customer engagement point, rather than a unique selling point, is what will make the difference in today's cluttered marketing place. Updated throughout, this new edition also includes brand new chapters on content marketing, discovery and mobile marketing.

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Networking is a skill that many people recognize as critically important, but which many find difficult, boring or fear-inducing - or even all three. Yet if you master the techniques that really work, networking can pay dividends. Effective networking means tapping into a team of like-minded business people willing to help each other achieve their goals. If you build, grow and nurture your business networks, you will become known for your expertise and will be better placed to win the new client, business or job when it really matters. You can network successfully in person or online and The Complete Guide to Professional Networking shows you how to use both together for the most powerful results.The techniques and suggested strategies in this book are backed up by video interviews with some of the world's most successful networking experts.

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Inspiring communication can make the difference between poor performance and exceptional results. This is why CEOs and HR professionals now believe that the ability to understand, motivate and inspire others is the characteristic that is most important when recruiting senior leaders. Many leaders wrongly perceive they have to become inspired orators if they are to inspire others. Wrong. Language is a system of communication, so the issue is: what system should leaders use to inspire brilliant results? This is the question Kevin Murray answers in The Language of Leaders. Based on original interviews with an extraordinary list of more than 70 top leaders from a wide range of business and public sector organizations, this book provides a unique insight into how these leaders have responded to the demands of a transparent world. It reports on what they have learned and creates a lexicon for successful communication. The message from these leaders is resoundingly clear - communication is now one of the most crucial skills of leadership. Filled with actionable lessons and insights from leaders of high-profile organizations, The Language of Leaders is an invaluable book for anybody in a leadership position, or who aspires to lead.

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In a working life of 35 years, a manager can expect to make at least 10 job changes - or transitions - where the demands for rapid business delivery and effective leadership will only increase with each new job. According to recent research, over 25 per cent of new leaders appointed from within fail within 18 months; the figure is closer to 40 per cent for new leaders appointed externally. The cost of this rate of failure is high, ranging from financial to performance to organizational disruption. This book identifies the sources of these failures and how to overcome them. The authors show that, whether the new leader has arrived as an external appointment or has been promoted internally, the experiences can be divided into three phases: Arriving, Surviving and Thriving. By analysing the different features of the leader's experience at each of these stages, the authors are able to provide a strategy for leaders to take charge and succeed in their new roles.

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We don't need leaders who know about leadership - we need leaders who embody the capacity to lead in the midst of ambiguity and complexity. The concept of embodied leadership is derived from somatic coaching, a unique approach that brings the body forward as an advocate in creating a place for change and transformation. It brings together language, action, feeling and meaning and is based on the idea that the mind and body are inextricably linked: to develop one, you must cultivate the other. Embodied Leadership deconstructs our thinking about the body using key discoveries in neuroscience to demonstrate the uses and benefits of a somatic approach, particularity in the area of emotional intelligence.There are practical exercises throughout to develop embodied leadership skills and personal development.

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Customer loyalty is essential to the long term financial success of your business, but with more choice then ever before, customers today have high expectations of the products and services they use. To continue to meet - and even to exceed - these high expectations, you need a top notch customer services system in place, and Customer Care Excellence will enable you to achieve just that. In clear, practical language, this book takes you through how you can develop and sustain a customer-service focus within your company. Emphasizing both strategic and practical aspects of customer care, Customer Care Excellence explains how gaining customer commitment and motivating employees to deliver an excellent service at all your company's touch points can ensure successful results and satisfied customers. This fully revised and updated edition includes new material examining the impact of social networking on customer behaviour and the emotional connection customers have with the brand, explaining how you can create a memorable customer experience. Author Sarah Cook takes you through the practical steps necessary to create a culture of customer focus and, crucially, shows how employee engagement leads to customer engagement.

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How to Grow Leaders is a ground-breaking book which sets the record straight on leadership development, the nature of leadership and how it can be taught. John Adair identifies the seven key principles of leadership development, and answers vital questions on how to select, train and educate leaders at team, operational and strategic leadership levels. In doing so he discusses topics such as the manager as leader, how people become leaders, how to manage leadership training, learning to be a strategic leader and training team leaders. Effective leadership is a crucial factor in business success. How to Grow Leaders will help you to develop these skills in others, whilst guiding you on your own personal journey towards excellence as a leader.

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Macrologistics is a strategic view of logistics as a production factor on national scales to support a shift towards sustainability. The book details logistics' evolution from a functional discipline to a value chain optimiser and, ultimately, an enabler of sustainability, including the evolution of metrics to support this shift. Macrologistics instrumentation involves striving towards the lowest total cost of ownership for national economies where, to improve decision-making, these costs should ultimately include the societal and ecological costs incurred due to logistics activities. From Logistics Strategy to Macrologistics represents macrologistics research outputs for a number of developing economies, identifying distinctive macrologistics policy and infrastructure investments themes to address national logistics challenges in developing economies. The book culminates in a discussion on the potential future role of logistics to support the shift to a more sustainable society, where an acceptance of a degrowth paradigm might be required, and even advisable, for a more secure, fulfilling future. Logistics (and economics) scholars, researchers and practitioners should steer their work towards contributing to the development of an ecologically sustainable society, where resources and returns are shared widely, sustainably and equitably.

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Work has changed forever. How can HR and leaders adapt? How can they deal with the wellbeing and productivity crisis, address the skills gap and build better organizations? This book has the answer. Written by a leading voice in the people profession, The New World of Work takes an evidence-based approach to provide practical advice on how the business and employees can succeed. It covers how to combat stalling productivity, poor wellbeing and the increase in mental health issues in the workplace as well as the need for agile learning, ways to close the skills gap and a refreshingly realistic look at the impact of technology. There is also essential discussion of job design, flexible working, diversity and inclusion (D&I) and how to engage both an ageing workforce and new Gen Z recruits. This book also includes guidance on how to build a business which is responsible, trustworthy and transparent, is based on the principles of 'good work' and is one that employees are proud to work for. With global examples and case studies from private and public sector organizations, The New World of Work is the book that HR and business professionals need to seize the opportunity and allow both the business and its people to succeed.

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With the shift of emphasis from the West to emerging economies such as China, Brazil and India, organisations need to restructure to adapt to the new global economy. Teams and projects are increasingly being scattered all over the world, and a manager operating in this environment can't connect face to face with people in their team. Not only will managers need to adapt to develop their skills for new environments, they will have to work better, quicker and faster. Managing Successful Teams prepares you to meet the challenges of building and leading teams, showing you how to improve performance and achieve the best results. Offering valuable advice and instant strategies, it covers each aspect of managing teams in new cultural shifts, including developing team creativity and innovation, realigning the teams identity with your leadership style and effective team leadership. The only book on the market to incorporate emerging trends and shifts in business practice, Managing Successful Teams addresses the practical and realistic issues you face in your everyday working life.

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Supply Chain Finance is a contributed book looking at the two major perspectives of managing finance across the supply chain. The first is more short-term, focused on accounts payables and receivables. The second is a more overarching perspective, focused on working capital optimization in terms of inventory and asset management. It includes chapters from a variety of research perspectives, as well as from business and policymakers. The authors look at the benefits of the supply chain finance approach including reduction of working capital, access to more funding at lower costs, risk reduction, as well as an increase of trust, commitment, and profitability through the chain. Supply Chain Finance includes theory as well as practical case studies addressing advances in the area of supply chain finance. The editors and contributors look at how to design and implement supply chain finance in supply chains and examine what the future holds for this important area. Online supporting resources include self-test multiple-choice and essay questions for each chapter.

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For aspiring entrepreneurs and business owners, the possibilities are limitless. The flexibility, freedom and cost-effectiveness that starting-up in the home offers means that more and more entrepreneurs are choosing this as the best location to agilely launch their business. Starting a Business from Home gives you the valuable advice you need on how to run a successful business from your own desk and, crucially, how to rise to the challenge of business expansion. Packed with practical advice, Starting a Business from Home covers how to research your market, business ownership and titles issues, raising money and managing your finances, building and operating a website, writing a business plan, preparing your accounts, taking your product to market and expanding overseas - all from your home. Exercises, end of chapter actions and technical resources in the appendices mean that this is the ultimate practical guide for home-based entrepreneurs. Case studies from around the world showcase best practice and provide inspirational stories from successful businesses that began in the home.

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SHORTLISTED: CMI Management Book of the Year Awards 2017 - Management Futures Category Using ground-breaking modelling, Big Change, Best Path brings unique insights to the dynamics and process of organizational change, understanding success and failure, defining and describing the drivers and conditions of change, and the patterns and paths of organizational change. Author Warren Parry from Accenture Strategy shows that a whole new way of managing change is possible, from empirical benchmarking, predictive approaches that highlight the specific actions needed at any point of a change programme, and visualization for senior managers to show how each part of an organization is responding. The author also challenges many of the myths of change management and the dynamics of how organizations respond to change, clearly showing the common pitfalls and misunderstandings. Big Change, Best Path explains a new, more analytical way and process for driving successful change, and presents a ground-breaking vision for the future of how organizations can become more agile and resilient.

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Flat World Navigation introduces the new future of work in the 'flattened world' of the new digital attention-based economy, where real connections can be made in seconds across departments, businesses, cultures and countries. Combining the best elements of networking, social media outreach and collaborative techniques, flat world navigation is an essential capability to build and maintain relationships between colleagues, customers and partners. Employees who can transform themselves into flat world navigators, experts in mediating these powerful relationships and bringing the customer into the conversation, will mean the difference between success and failure in business. Flat World Navigation includes exclusive insights and interviews with international business leaders who successfully use flat world navigation skills, such as the Emmy-winning former NBC and Wall Street Journal reporter Kare Anderson, Sandy Carter at IBM, Gordon Feller at CISCO Systems, Aria Finger at DoSomething.org, Louise Guido at ChangeCorp, Jeffrey A. Finkle at the International Economic Development Council and Carolyn Lawrence, CEO of Women of Influence. This book is grounded in real-world experience with insights and advice to build your skills base and empower the next generation of business people. Additionally, it is of great use to business owners and managers looking to effectively leverage the skills of these flat world navigators, whose critical role brings attention to ideas, products and services and, as such, must be part of a successful business strategy.

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Good management practice is essential if any public relations department is to be highly valued, productive, cost effective and an asset to the organization. This must involve effective internal and external communication. Running a Public Relations Department is a step-by-step guide to the different aspects of operating a successful unit. This hands-on, accessible guide for practitioners and senior managers offers a thorough explanation of the practicalities of structuring and running a well-managed and professional public relations function. Written by one of the most respected and well-known figures in the industry, it offers expert advice on - Identifying the key areas and types of activity - Planning and establishing a long-term strategy - Managing budgets - Building up a team - Handling internal and external relationships - Involving outside consultancies This fully updated second edition of Running a Public Relations Department contains new chapters on project management and personal career planning and is endorsed by the Institute of Public Relations. It offers an excellent insight into the effective organization of public relations activity and the techniques that are involved.

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WINNER: Business Book Awards 2018 - 'Selling The Dream' category (1st edition) In an increasingly competitive professional services sector, it is vital that firms have an effective tendering strategy. The advantages gained from winning and retaining clients can be transformative, and the cost of losing key tenders can be catastrophic. Strategic Tendering for Professional Services provides end-to-end best practice guidance, from the crucial decision of which request-for-proposals to respond to, right through to the all important face-to-face presentation and post-pitch follow-up. Now in its second edition, this practical book captures insights from both sides of the market through interviews with both proposal professionals and decision makers from the client side. Focusing on key considerations, including the need for diversity and inclusion, providing evidence of global citizenship and how public sector pitching differs from the private sector, this book is packed with features and tools to help professionals turn guidance into practice. Strategic Tendering for Professional Services is the essential guide to improving your pitches, honing your tendering skills and boosting your win rate.

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Change in organizations is all about people: it is people who plan, prepare for and implement change, and who are affected by it in the daily course of their work. Yet there is a tendency to focus on quantifiable and often more easily solved technical aspects of implementing organizational change programmes, and ignore the complex ways that these will impact individuals. Providing an evidence-based analysis of change in organizations, Managing and Leading People Through Organizational Change is written for practitioners responsible for change programmes and postgraduate students of organizational change. This updated edition demonstrates the importance of understanding the effects of change on individuals and engaging them collaboratively through the transformation journey. Featuring new material on individual wellbeing and the impact of technological advances on the workplace, this book sets out frameworks, practical approaches and recommendations for communicating with and leading individuals, teams and organizations through change. Full of exercises, interviews and case studies from across the globe, this book is an essential resource for leaders and students enabling them to achieve sustainable benefits of change at work.

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While technology and geopolitical forces change the face of business today, the patterns and challenges of organizing humans to work together across organization, culture, language and time zone boundaries remain. To face these challenges, all organizations need to be agile, networked and scalable. Networked, Scaled, and Agile reveals how to shape organizations that will enable people to make faster and better decisions in a more complex world. By outlining the tension between the need for agility/differentiation and scale/integration, the book offers a new way to think about this debate using the models of the Tower (vertical integration) and the Square (horizontal integration). It addresses the role of the leadership team and how the organization design process can build C-suite leaders and successors. Each chapter concludes with a series of reflection questions for leaders as well as a summary of key concepts and tips. Including case studies from global organizations, Networked, Scaled, and Agile reveals how organization design can address three of the biggest business challenges organizations face today: how to build a new capability across the entire enterprise; how to make the entire organization more customer-centric; and how to allow for faster innovation.

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When the winners of today can be dethroned by a surprise new entrant tomorrow, how do you ensure you stay on top? The world has changed, and the leaders of the future are those who embrace disruption and make their own rules. Rule Breaker is a manifesto for a new wave of leadership. One that operates in flatter workplaces where command and control doesn't work, and where people are entrusted with powerful purpose that grows businesses and communities. Award-winning entrepreneur, Jackie Fast, details how we have got here and why a whole new generation of workers is moving away from traditional models of work. Rule Breaker shows you how businesses like Kylie Cosmetics, M.92 and Beats can tap into a purposeful and engaged community of talent, harnessing true diversity and collaboration. To remain a highly successful leader in a future of radical change, you need to do more than fly the flag at the top of the podium supported by those beneath you. You must join the frontline and pave the way. Throw away the rule book, encourage rebelliousness, ask questions and lead by example.

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SHORTLISTED: Business Book Awards 2022 - Sales & Marketing category Create an influencer marketing strategy that benefits both brand and the influencer with this fascinating guide, rich in case studies from the biggest and the best and the small and specialist. Influencer marketing can no longer be ignored. Whether it's broad scale celebrity endorsement, or micro-influencers with niche, highly targeted followings, influencer marketing has become a natural extension of content marketing. However, while the opportunities are vast, the very nature of influencer marketing means that a brand must relinquish control of their marketing message to allow the influencer to communicate in their natural style. This can be unnerving, and it's therefore imperative to have a clearly defined campaign that mutually benefits and protects both the brand and the influencer. Influencer Marketing Strategy gives readers everything they need to create influencer marketing strategy. It will walk readers through the key considerations, and offer insight into decisions such as choosing the right influencer, planning content, and how to incorporate influencer marketing into your wider marketing strategy. This book presents fascinating, in-depth case studies from the beauty, fashion, gaming, travel, health and tech industries, demonstrating the variety of ways that influencer marketing can be utilized, and the huge opportunities it presents for organizations and industries of all sizes. Influencer Marketing Strategy is the ultimate guide to developing a successful influencer marketing strategy - and building campaigns that create real value.

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SHORTLISTED: Business Book Awards 2022 - Leadership Find out what makes great leaders tick, learn what it takes to be credible and read about the things that they'd do differently if they had to do it all again. The Nine Types of Leader introduces some obvious and some not so obvious types of leader through stories, anecdotes and insight garnered from hundreds of encounters with world-class leaders. Featuring interviews with industry titans including Jean-Francois Decaux of JC Decaux, Michael Rapino of Live Nation, Zhang Ruimin of Haier, Gavin Patterson of Salesforce and Isabelle Kocher of Engie, it explores how the leaders of tomorrow will improve their game by borrowing from the very best of the nine types of leader that exist today. Renowned journalist, James Ashton assesses the strengths and weaknesses of each leadership type, highlighting where and when they are best deployed, whilst helping you identify who you are and how you can improve performance. As the world seeks to recover from drastic disruption and uncertainty and the most acute test of leadership in living memory, it projects how future leaders can learn from what has gone before.

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With considerable turmoil in international trade and logistics it is more important than ever to understand trade and customs issues and their impact on logistics operations. At every port and border international freight operations are exposed to trade and customs procedures. Cross-Border Logistics Operations serves as a comprehensive guide and companion to the cross-border trade and customs environment and its implications for international business supply chains and their control. Inspired by the World Customs Organization's Professional Standards (also known as the WCO PICARD Standards), it provides key insights into transporting goods across borders and effectively managing the requirements for compliance and enforcement. International students, business operators and government officials will find the book rich in detail with practical examples that include the political, administrative, regulatory, technological and economic context throughout. It covers all the critical operational and legal aspects of cross-border logistics operations, including: -prevailing trade, customs and border policy -tariffs and import taxes -border management and supply chain security practices -prohibitions and restrictions -enforcement and compliance practices -supply chain and logistics arrangements -disaster relief operations -frictionless trade and trade facilitation principles.

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The investment in global collaboration technology now exceeds US$45 billion. Professionals who work across cultures face some of the most cognitively, psychologically and emotionally difficult challenges, regardless of whether they work virtually or in person. And they often face these challenges without the help of a corporate guide. Build Your Cultural Agility is that guide. This book offers strategies to help you develop into a successful global professional, one who can comfortably and effectively work in and with people from different cultures. This book helps you leverage your natural strengths while providing suggestions for developing cultural agility competencies. Build Your Cultural Agility focuses on nine specific competencies that comprise cultural agility: three self-management competencies (tolerance of ambiguity, curiosity and resilience), three relationship-management competencies (humility, relationship-building and perspective-taking) and three task-management competencies (cultural minimization, cultural adaptation and cultural integration). Within each chapter, the author provides a case example of that competency in action, explains why the competency is critical for success, offers a self-awareness exercise to help you determine your level of proficiency and concludes with suggestions for self-development.

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Discover THE next big competitive advantage in business: learn how augmented and virtual reality can put your business ahead. Augmented reality (AR) and virtual reality (VR) are part of a new wave of immersive technologies that offer huge opportunities for businesses, across industries and regardless of their size. Most people think of AR or VR as a new development in video gaming like Pokémon GO, or an expensive marketing campaign by the Nikes of the world. The truth is, businesses of any size can put these new technologies to immediate use in areas that include: - Learning and development - Remote collaboration and assistance - Visualization of remote assets and environments - Sales and marketing - Consumer behaviour research Reality Check dispels the common misconceptions of AR and VR, such as them being too expensive or not easily scalable, and details how business leaders can integrate them into their business to deliver more efficient, impactful and cost-effective business solutions. The up and coming voice of AR and VR for businesses, Jeremy Dalton, uses case studies from organizations all over the world including Cisco, Ford, GlaxoSmithKline, La Liga and Vodafone to showcase the practical uses of immersive technologies. Reality Check makes cutting-edge technology accessible and grounds them into the everyday workings of normal businesses. It is your one-stop non-technical guide to incredibly exciting new technologies that will deliver results.

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