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The Four Things a Service Business Must Get Right (Harvard Business Review)
- Narrated by: Todd Mundt
- Length: 39 mins
- Categories: Business & Careers, Management & Leadership
Non-member price: $2.13
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Businesses hoping to survive over the long term will have to remake themselves into better competitors at least once along the way. These efforts have gone under many banners: total quality management, reengineering, rightsizing, restructuring, cultural change, and turnarounds, to name a few. In almost every case, the goal has been to cope with a new, more challenging market by changing the way business is conducted. In this article, John Kotter outlines the eight largest errors that can doom these efforts.
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Overall
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Story
Roger Martin looks beyond the actions of great leaders. He says the lessons we really need to learn come from what goes on in their heads - particularly the way they creatively build on the tensions among conflicting ideas.
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- By: John P. Kotter
- Narrated by: Todd Mundt
- Length: 33 mins
- Unabridged
-
Overall
-
Performance
-
Story
A new system allows the traditional hierarchy to operate in concert with a companywide “strategy network” that holds the key to nimble change.
Publisher's Summary
From the April 2008 issue of Harvard Business Review.
What listeners say about The Four Things a Service Business Must Get Right (Harvard Business Review)
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- Amazon Customer
- 16-04-2015
Unimpressive
Very basic/elementary summary. I found the work of very little usefulness both at a tactical or strategic level. The 4 elements are not clearly indicated. This belies the title. Waste of time and money.
1 person found this helpful
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- Robert
- 12-01-2017
Essential Reading
Another direct no nonsense approach towards improving customer service. I highly recommend this for Service Managers and above.
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- Douglas
- 30-10-2011
Great listen for the price
I enjoy HBR articles - there's always some insight you can get through a read, or in this case, a listen. Some good thoughts and insights.
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