Títulos en Gestión

In an age of Twitter, smartphones, and self-service kiosks, high-tech but still high-touch customer service is the answer. Today’s customers are a hard bunch to crack. Time-strapped, screen-addicted, value-savvy, and socially engaged, their expectations are tougher than ever for a business to keep up with. They are empowered like never before and expect businesses to respect that sense of empowerment - lashing out at those that don’t. Take heart: Old-fashioned customer service, fully retooled for today’s blistering pace and digitally connected reality, is what you need to build the kind of loyal customer base that allows you to survive - and thrive.

In The Unicorn Project, we follow Maxine, a senior lead developer and architect, as she is exiled to the Phoenix Project, to the horror of her friends and colleagues, as punishment for contributing to a payroll outage. She tries to survive in what feels like a heartless and uncaring bureaucracy and to work within a system where no one can get anything done without endless committees, paperwork, and approvals. One day, she is approached by a ragtag bunch of misfits who say they want to overthrow the existing order, to liberate developers, to bring joy back to technology work.

This brilliant adaptation of the ancient masterpiece The Art of War shows women how to use Sun Tzu's philosophy to win in every aspect of life. In the West, when we think of war, we imagine battle, casualties, brutality. But Sun Tsu, who wrote The Art of War 2,500 years ago, was Chinese, and their view of war is not about fighting. It is about determining the most efficient way of gaining victory with the least amount of conflict.

¿La carga de trabajo que tienes es un obstáculo en tu vida y en tu carrera? Esta guía muestra cómo realizar el trabajo importante, concentrando el tiempo y la energía allí donde pueden obtenerse mayores resultados. Ofrece un abanico de herramientas accesibles para emplearlas como modelo y experimentar con ellas, comprobando personalmente qué es lo que realmente funciona.

The world’s foremost expert on pricing strategy shows how this mysterious process works and how to maximize value through pricing to company and customer.

This fully revised third edition of Co-Active Coaching has been updated to reflect the expanded vision of the newly updated Co-Active Model and coaching course curriculum at The Coaches Training Institute, the training organization founded and run by the authors for 20 years. The third edition emphasizes evoking transformational change in the client and extends the use of the Co-Active Model into leadership management and its effectiveness throughout organizations.

In Project to Product, value stream network pioneer and technology business leader Dr. Mik Kersten introduces the Flow Framework - a new way of seeing, measuring, and managing software delivery. The Flow Framework will enable your company's evolution from project-oriented dinosaur to product-centric innovator that thrives in the age of software. If you're driving your organization's transformation at any level, this is the audiobook for you.

Dan Heath, explora cómo prevenir los problemas antes de que estos ocurran, basándose en los conocimientos de cientos de entrevistas mantenidas con “solucionadores”. Explora las fuerzas psicológicas que nos empujan a tener ese tipo de comportamiento, incluyendo la “ceguera ante los problemas”, que puede provocar que no seamos capaces de ver los graves conflictos que nos rodean. Explica cómo anticiparnos al origen del problema en lugar de reaccionar cuando este sucede, introduciéndonos en la mentalidad de aquellos que han conseguido superar ese tipo de comportamiento.

One of today's most in-demand leadership consultants, Harrison Monarth, has coached executives and CEOs in various industries, from technology, medicine and law, to hospitality, and consumer products. They have come from companies as large and wide-ranging as Hewlett-Packard, P&G, General Motors, Deloitte Consulting, PepsiCo, and Standard and Poor's. Monarth has now updated his classic groundbreaking guide to give you the edge on the competition in today's dog-eat-dog business landscape.

Leadership Mindset 2.0 is the seemingly counterintuitive, yet most effective approach to quickly becoming a top-tier leader. The kind of leader that is truly confident, strategically effective, and creates highly engaged, skilled, and productive teams in any organization lucky enough to have them. Better yet, this leadership “system” empowers leaders to do all of this WITHOUT unsustainable, unhealthy, or unethical bully tactics, micromanaging, or 24/7 work schedules.

New York Times best-selling author Patrick Lencioni has written a dozen books that focus on how leaders can build teams and lead organizations. In The Motive, he shifts his attention toward helping them understand the importance of why they're leading in the first place. Lencioni thrusts his listeners into a day-long conversation between rival CEOs. Shay Davis is the CEO of Golden Gate Alarm, who, after just a year in his role, is beginning to worry about his job and is desperate to figure out how to turn things around.

"Você pode contar comigo” é uma frase que não ouvimos com suficiente frequência no ambiente de trabalho. É a linguagem da accountability – e colocar a accountability no centro de qualquer negócio pode ser transformador. Carolyn Taylor, uma das maiores especialistas do mundo em transformação de cultura organizacional, mostra neste guia como dominar o processo de fazer promessas e estabelecer uma cultura de accountability duradoura.

“Mi objetivo al escribir Padre Rico y Padre Pobre, así como los otros libros de la serie Padre Rico, fue responder a la pregunta: ¿Qué nos enseñaron en la escuela respecto al dinero? Sabemos la respuesta: no mucho. En su mayoría, las enseñanzas que nos imparten son obsoletas y no funcionan. Nos enseñaron, por ejemplo, a “ahorrar dinero”. Pero ¿para qué ahorrar dinero si los gobiernos están imprimiendo millones de dólares falsos?”

Découvrez les secrets de création de produits à succès dans le best-seller mondial "Hooked : comment créer un produit ou un service qui ancre des habitudes" de Nir Eyal. Selon une étude universitaire, les gens consultent leur téléphone 34 fois par jour. Mais d'après les spécialistes du secteur, on approcherait plutôt le chiffre sidérant de 150 consultations quotidiennes. Incroyable, direz-vous ? Nous sommes tous accros ! Comment les entreprises florissantes créent des produits addictifs ?

MANUAL DEL SUPERVIVIENTE EMPRESARIAL EN EL SIGLO XXI. Si cree tener vocación empresarial, si se cree un emprendedor sumérjase en este complicado mundo pero sepa que a partir de ese momento se ha complicado la vida hasta límites insospechables desde la perspectiva de un empleado, trabajador por cuenta ajena. No pretendo desanimarle, al contrario, sólo pretendo avanzarle información. Muchos de los temas que en este libro se comentan los vivirá en primera persona.

Become a better leader by improving your emotional intelligence. Best-selling author Daniel Goleman first brought the concept of emotional intelligence (EI) to the forefront of business through his articles in Harvard Business Review, establishing EI as an indispensable trait for leaders. The Emotionally Intelligent Leader brings together three of Goleman's best-selling HBR articles.

A young, untested team of problem solvers challenged with saving their company moves from board room to classroom in search of answers - and finds them through lively, open discourse with their innovative professor. This gripping, fast-paced business novel does for project management what Eliyahu M. Goldratt's other novels have done for production and marketing.

The Heart of Hospitality is the essential guide to creating exceptional customer service and hospitality for guests of all generations, including millennials, boomers, and more.

Vous recherchez une méthode simple et quasi infaillible pour décrocher l'emploi qui vous fait rêver ? Vous aimeriez un meilleur salaire pour contrer la crise ? Votre emploi actuel ne vous motive plus du tout et vous aimeriez découvrir de nouveaux horizons ? Vous avez peur d'entreprendre les démarches et vous ne savez pas trop par où commencer ? Vous vous dites qu'il ne sert à rien de rêver, que la crise frappe tout le monde et qu'obtenir un emploi extraordinaire n'est plus possible... Mais si c'était toujours bien possible, tendriez-vous l'oreille ?

Leadership can be learned: New evidence from neuroscience clearly points to ways that leaders can significantly improve how they engage with and motivate others. This book provides leaders and managers with an accessible guide to practical, effective actions, based on neuroscience.