Quality Books
THEODORE KINNI

Navigating Cross-Cultural Ethics
by Eileen Morgan (Butterworth Heinemann, $18.95)

Companies that do business globally must equip their managers with a framework for ethical decision making, says Morgan. The author creates an ethical map (a matrix that can help individuals better manage ethical dilemmas) and outlines the basics of a corporate-level program to prepare employees for cross-cultural ethics.

40 Tools for Cross-Functional Teams         
by Walter J. Michalski (Productivity Press, $30)

Michalski divides the life cycle of cross-functional teams into eight stages, ranging from organizational readiness to team recognition and reward. He then presents a varying number of techniques (drawn from among the 222 tools already published in Productivity's Tool Navigator Masterguide) for each stage.

Delivering Profitable Value
by Michael J. Lanning (Perseus Press, $30)

Lanning uses value delivery as the defining concept of corporate strategy. In his DPV Process, a company must completely understand the customer's experience, systematically identify the value-delivering system that will best satisfy the customer, and then structure the entire company around executing that system.

The Four Elements of  Successful Management
by Don R. Marshall (AMACOM, $24.95)

Decidedly down-to-earth, this book covers managing people as a set of four skills. Marshall gives the reader practical advice for finding the best candidates for the job, getting them moving in the proper direction, measuring their performance and rewarding them for a job well-done.

Best Practices in Customer Service
edited by Ron Zemke and John A. Woods
(AMACOM, $39.95)

With 35 chapters written by customer service consultants and practitioners, this oversized paperback is a one-stop reference to just about every aspect of customer service. Zemke and Woods organize the text into eight parts, which range from service recovery to customer service on the Internet. Each is packed with practical tools, techniques and strategies.

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