Built to serve : how to drive the bottom line with people-first practices

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Title:

Author:

Sanders, Dan J.

ISBN:

9780071497923

Personal Author:

Sanders, Dan J.

Publication Information:

New York, : McGraw-Hill, c2008.

Physical Description:

xxii, 246 p. : ill. ; 21cm.

General Note:

Includes index.

Contents:

Building a people culture in a numbers world ; Understanding higher math ; The emerging career model ; Making winners fail ; Knowing players from fans -- Executing first things first. Defining the who: see the vision ; Defining the what: know the mission ; Defining the when: keep the faith ; When things go bad (and they will) -- Intangibles drive tangibles. People, not profits ; Decision-making: more than a spreadsheet ; The 4P management system ; Humility trumps pride.

Subject Term:

Customer relations -- Management.

Leadership.

Management.

Copies:

Available:*

Library	Material Type	Item Barcode	Shelf Number	Copy	Status
Searching... 1:IIEMSA	1:GEN-BOOK	33168023650274	658.4 S215B 2008	1	Searching... Unknown

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Summary

In Built to Serve , Dan Sanders, CEO of the award-winning, service-oriented United Supermarkets, makes this bold claim: the prevailing business culture is broken and a radical transformation is required-a paradigm shift that reshapes our understanding of the true purpose of work.

Leaders have a choice-continue to chase a broken price-profit model and suffer the consequences or build a culture committed to servanthood and discover the fulfillment evident when people see their work as a ministry. The choice leaders make will not only determine economic success and failure but also will determine their organization's long term impact on humanity.

The time is now. Sanders reveals how your people can adopt United's mission of "Ultimate Service, Superior Performance, Positive Impact." He distills valuable lessons from nine decades of a people-centered culture that consistently delivers outstanding customer service and reveals how you can develop a fully engaged, productive workforce.

Treat your customers like partners Create a people-centered culture in a numbers-focused world Communicate your organization's vision Focus on strengths, not weaknesses Tie performance to the success of your mission Reduce your employee turnover Build communities connected by an emotional bond Ensure sustainability and growth-with an eye on the principles that allowed your success in the first place

When you're built to serve, employees come to work because they want to, not just because they have to. Built to Serve is your hands-on guide to seeking this higher purpose.