 | Author | Title/Subject | |
|---|
| Peters, Tom | Thriving on Chaos (Service Pays Handsomely: PIMS & TARP studies) | |
| Peters, Tom | Thriving on Chaos (Case Study: Where Superlative Service is the Norm) | |
| Sewell, Carl | Customers for Life (QTCQ Measures) | |
| Zemke, Ron with Dick Schaaf | The Service Edge (Case Study: The Case of the French Fries) | |
| Zemke, Ron with Dick Schaaf | The Service Edge (Five Fundamental Service Tactics) | |
| Zemke, Ron with Dick Schaaf | The Service Edge (The Case of the Overbooked Hotel) | |
| Zemke, Ron with Dick Schaaf | The Service Edge (Service Recovery) | |
 | Decisions |
| |
| Happ, Ed | Informed Decisions (HPMD Brochure) | |
| Happ, Ed | Leadership and the Organizational Puzzle (Brochure quote) | |
| Jon Huggett and Caitrin Moran
| RAPID Decision-Making: What it is, why we like it, and how to get the most out of it (RAPID Decision-Making) | |
| Design |
| |
| Michelangelo | Setting the figure free (Michelangelo Quote) | |
| Economics |
| |
| Martin, Steve | The Way I see It (Steve Martin on Economic Opportunity) | |
| Empowerment |
| |
| Carlzon, Jan | Moments of Truth (Empowerment analogy) | |
| Carlzon, Jan | Moments of Truth (15 Second Moments of Truth) | |
| Excellence |
| |
| Unknown | To attain excellence, you must care (To attain excellence) | |
| Exercises |
| |
| Happ, Ed | Customer Service Exercises (CS Seminar Exercises) | |
| Goals |
| |
| Clark, John | To inspire action (Goals) | |
| Human Resources |
| |
| Buckingham, Marcus | How HR Can Be "Actively Harmful" (Why people leave organizations) | |
| Drucker, Peter | Management's New Paradigms (Drucker on Succession Planning) | |
| Reingold , Jennifer with Diane Brady | Brain Drain (Succession Planning) | |
| Innovation |
| |
| Gide, André | Discovery (Discovery and Innovation) | |