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Hide details for Cotton, JimCotton, Jim
Dirty Little Secrets (Article: Consulting Secrets)
Hide details for Cringeley, Robert X.Cringeley, Robert X.
Automobiles and computers (Automobiles and computers)
Hide details for Drucker, PeterDrucker, Peter
Doing the right things (Drucker on Leadership)
Management's New Paradigms (Drucker on Succession Planning)
Hide details for Finney, Paul BurnhamFinney, Paul Burnham
Paying the Price of being Perfect (Are You a Perfectionist? A Short Quiz.)
Paying the Price of being Perfect (The Perils of Perfectionism)
Hide details for Fritz, JerryFritz, Jerry
Value of a Strong Customer Service Culture ()
Hide details for Gide, André Gide, André
Discovery (Discovery and Innovation)
Hide details for Griesing, DavidGriesing, David
Quality: How to Make It Pay (Quality at the expense of service?)
Hide details for Happ, EdHapp, Ed
Customer Service Exercises (CS Seminar Exercises)
Goal of Customer Service (Brochure Quote: CS)
House calls for kids shoes (Case Study: Nordstrom kid's shoes)
Informed Decisions (HPMD Brochure)
Leadership and the Organizational Puzzle (Brochure quote)
More Impersonal than an ATM (Case Study: The Local A&P)
Perfection and Procrastination (Perfection and Procrastination)
The Case of the Cajun Popcorn (Case Study: on service flexibility)
The Dry Cleaner with the Rich Memory (Case Study: New Canaan Cleaners)
The Key to Product Management Success (Brochure quote)
The One Stop OK (Empowerment)
The Team and The Fans (Case Study: The Stadium Analogy)
Tour Guide, Senator and Cheer leader (Case Study: The Role of the Service Rep)

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