Critical Chain
by Eliyahu M. Goldratt

Critical Chain (The North River Press, 1998) is a fast-paced business novel that does for project management what Goldratt's other novels have done for production and marketing. In this tale, Professor Richard Silver has a problem: The university president wants to slash his business school's budget and stop granting tenure. To save his job, Silver devises a way to draw new MBA students to his program, which includes teaching project management in a new way. Goldratt tracks Silver's progress as he leads his students to solutions for the project management difficulties they face in their own companies.

To order, call (800) 486-2665.

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ISO 9000 A Legal Perspective
by James W. Kolka

Increasingly during the next several years, ISO 9000 will enter the day-to-day world of lawyers. Corporate attorneys will need to know what it is, how it operates, how it might affect their company, the types of legal exposures and legal protections it offers or creates, and how to go about defending their companies in the event of a lawsuit. ISO 9000 A Legal Perspective (INFORM, 1998) explores ISO 9000 from a lawyer's perspective: its origins and structure; the interrelationships of the different ISO 9000 standards; and its possible impact on corporate legal offices and law firms in the future.

To order, call (703) 680-1436 or visit www.informintl.com.

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Fusion Leadership
by Richard L. Daft and Robert H. Lengel

Fusion Leadership (Berrett-Koehler, 1998) describes a new way of leading based on the principles of fusion (joining together) rather than fission (splitting apart or separation). It details a method for bringing individuals together to accomplish mutual goals based on shared vision and values. Fusion leaders are those who engage not only the bodies and minds of their employees but also their hearts and souls. Unlike the traditional, hierarchical management style used for centuries in business, fusion leadership supports personal growth and ingenuity --  qualities that facilitate change.

To order, call (800) 929-2929.

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Winning Customers With Outrageous Service

Ever wonder how to win back an angry customer? Former fast food executive T. Scott Gross offers four steps to recover unhappy customers and keep them for life in his new book, OUTRAGEOUS! Unforgettable Service ... Guilt-Free Selling (AMACOM, 1998).

The steps include:

Qdbullet  Establish rapport. Immediately let the customer know that you are on his or her side. Apologize for bad service and then get angry -- along with the customer -- about what went wrong. Customers who complain want to make things better, and paying attention to their needs and views will encourage them to continue doing business with your company, notes Gross.

Qdbullet  Discover the problem. Listen with undivided attention while the customer thoroughly explains the problem. Focus on the facts.

Qdbullet  Offer a complete solution. Ask customers how you can make things right. They often require less than you expect. Agree to what they suggest and offer something more as well. Then take concrete steps to fix the problem.

Qdbullet  Cement the relationship. Apologize again for the problem. Explain to customers exactly what steps you will take to correct the situation. Thank them for coming forward to let you know about a missed opportunity to serve. Customers who complain and see their problems resolved often become the most loyal customers.

For more information about the book, call AMACOM at telephone (800) 262-9699 or visit the company's Web site at www.amanet.org.

 

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