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Cover Title Page Contributors User’s Guide BEST PRACTICE

Management in the 21st Century Action Learning Making Recognition and Rewards a “Whole-Person” Experience Downsizing with Dignity Managing Stress Making Performance Appraisals a Win–win Experience Viewpoint: Fons Trompenaars Boosting Business Success through Diversity Making the Workplace Flex, Not Break Viewpoint: David MacLeod Finding and Keeping Top Talent Viewpoint: Christopher Locke Viewpoint: Christopher Bartlett Tackling Sexual Harassment in the Workplace Managing Intellectual Capital Viewpoint: John Mullins Culture Clashes Viewpoint: Philip Kotler

Tom Brown George Boulden R. Brayton Bowen Alan Downs Cary L. Cooper and Susan Cartwright Patrick Forsyth Debbe Kennedy Ken Murrell Philip Sadler Anne Covey and Michael S. Morris Leif Edvinsson Tim Hindle

Marketing Managing 1:1 Marketing

On Writing as an Essential Business Skill How to Plan Marketing Marketing: The Importance of Being First The New Marketing Gaga to Guggenheim: Find the “Genius” in Your Business Creating Powerful Brands Managing the Customer Viewpoint: Patty Seybold Viewpoint: B. Joseph Pine II On Value and Values: How a Blended Values Strategy Drives Sustainable Performance How to Get Lucky Viewpoint: Charles Handy Viewpoint: C. K. Prahalad Strategy in Turbulent Times Viewpoint: Paul Ormerod Organic Growth Versus Acquisition Why Mergers Fail and How to Prevent It Maximizing a New Strategic Alliance Viewpoint: Jean-Claude Larréché Outsourcing The Supply Chain The Power of Identity Switching Strategies Corporate-level Strategy Strategic Agility Viewpoint: Vijay Govindarajan Toward a Total Global Strategy The Human Value of the Enterprise Human Capital Return on Talent Building an Empowered and Adaptive Organization Creating Value through People Allocating Corporate Capital Fairly Intrapreneurial Warriors Versus Traditional Managers Why EVA Is the Best Measurement Tool for Creating Shareholder Value Viewpoint: Michael Green Enterprise Information Systems Developing an Internet-era Mindset throughout the Organization Integrating Real and Virtual Strategies The Business Web Making B2B Your New Operational Standard Creating a Company Web Site That Delivers Real Value Blogs and Business: What You Must Know Intellectual Capital

Drayton Bird John Simmons Malcolm McDonald Al Ries and Laura Ries Seth Godin Peter Fisk Paul Stobart Merlin Stone and Liz Machtynger Douglas K. Smith Donald N. Sull Costas Markides Peter Bebb Susan Cartwright Peter Killing Ronan McIvor Peter Day Wally Olins Louis Patler David R. Sadtler John Wells George Yip Andrew Mayo Edward E. Gordon Subir Chowdhury Jeremy Hope, Peter Bunce, and Franz Röösli David H. Maister John L. Mariotti Gifford Pinchot Erik Stern Thomas H. Davenport John Nirenberg David Stauffer Don Tapscott Michael J. Cunningham Gerry McGovern Andy Wibbels Thomas A. Stewart

Systems

Project Management Managing by Individual Objectives The True Total Quality Designing Corporate Systems for Success Working from the Outside In Lean Manufacturing Managing the Challenge of E-service The Critical Factors That Build or Break Teams Retaining Employees Keeping Control in Nonhierarchical Organizations Viewpoint: Lynda Gratton Improving Company Performance with an Older Work Force Viewpoint: Tammy Erickson Viewpoint: Henry Stewart Managing in a 24/7 Organization Self-managed Teams: How They Succeed or Fail Workers without Borders: Creating Bonds When Workers Have No Loyalty Viewpoint: Francis Fukuyama Viewpoint: Andrew Kakabadse Reorganizing the Company Without Destroying It Viewpoint: Warren Bennis Viewpoint: Gary Hamel Emotional Intelligence and Leadership Viewpoint: Tom Brown Viewpoint: John Kotter Developing the Next Generation of Leaders Deciding Key Operational Questions The One Thing You Need to Know Leadership Viewpoint: Manfred Kets de Vries Viewpoint: Howard Gardner Viewpoint: Jim Collins Transcending the Glass Ceiling Viewpoint: Kate Sweetman Viewpoint: Henry Mintzberg Corporate Social Responsibility: Are You Giving Back or Just Giving Away? Corporate Responsibility: A Leadership Approach CSR: More than PR, Pursuing Competitive Advantage in the Long Run Business Ethics Boardroom Roles X-engineering Success Sustainability Management Change Management Creating Strategic Excellence Creating an Entrepreneurial Mindset Value Innovation: A Theory of Strategy Core Versus Context: Managing Resources in a Downturn Snapping Managerial Inertia The Future of Money Competitor Analysis: From Data to Insight Now! The Role of Urgency in Creating Positive Change Scenario Planning Viewpoint: Bernd Schmitt The End of Growth: Why Does It Always End? What Can You Do About It? Creating Corporate Creativity Managing Product Innovation Portfolios Viewpoint: Clayton M. Christensen Building Great Internal Partnerships Raising the Bar: Setting Effective Targets New Yardsticks for Performance and Productivity in an E-world Making Loyalty Work From Crisis Management to Crisis Leadership Benchmarking Improving Corporate Profitability Through Accountability Organizational Learning and Performance The Balanced Scorecard Setting Objectives for a Business Viewpoint: Paul Hawken Profiting From Prices Viewpoint: Jim Kouzes Preventing Your Work Problems from Causing You Stress Brainstorming Urbane Renewal: Trusting Your Own Wisdom—A Competitive (and Satisfying) Advantage Viewpoint: William Bridges Taking Charge of Your Career Mentoring Coaching Response Ability—How Managers Stay Up When Times Are Down Choosing the Best Training Curriculum for You Developing Exceptional Problem-solving Skills How NLP Can Contribute to Best Management Practice

Robert Buttrick Richard S. Handscombe Masaaki Imai Leslie L. Kossoff Bill Jensen Daniel T. Jones Chris Voss Meredith Belbin Sharon Jordan-Evans and Beverly Kaye Karin Klenke Beverly Goldberg Thomas M. Koulopoulos Andrew Leigh and Michael Maynard Perry Pascarella Colin Price Rick Lash Don Blohowiak Mark Brown Marcus Buckingham Peter de la Billière Katherine Hammer Jim “Gus” Gustafson Ph. D. Giles Gibbons John Surdyk Sue Newell Adrian Cadbury James Champy John Elkington Klaus Doppler Mike Freedman Rita Gunther McGrath and Ian C. MacMillan W. Chan Kim and Renée Mauborgne Geoffrey A. Moore Jeffrey Pfeffer and Robert I. Sutton Bernard Lietaer Liam Fahey John Reh Gill Ringland Robert M. Tomasko Edward de Bono Robert G. Cooper and Scott J. Edgett Chip R. Bell Matthew Budman Peter S. Cohan John Frazer-Robinson Ian I. Mitroff Paul Spenley Marc J. Epstein and Priscilla S. Wisner Jerry W. Gilley and Ann Gilley Robert S. Kaplan and David P. Norton Allan A. Kennedy Michael de Kare-Silver David Allen Jules Goddard Cliff Hakim Andrew Lambert Max Landsberg Max Landsberg Paul G. Stoltz Daniel R. Tobin Christopher Hoenig Joseph O’Connor

ACTIONLISTS

Developing Presence Managing Perceptions Communicating Assertively in the Workplace Getting Your Message Across Prepare Presentations Delivering Presentations Presentations: Surviving Worst-case Scenarios Using Slides and Visuals in Your Presentation Boosting Your Message With Your Body Language Structuring and Writing Good Reports Integrating email with Other Forms of Communication Maintaining a Healthy Work–Life Balance Managing Your Time Delegating without Guilt Making Sound Decisions Solving Problems Negotiating with Confidence Coping in Difficult Negotiations Negotiating With People from Other Cultures Coping with Information Overload Managing Meetings Effectively Delivering Difficult or Bad News Breaking the News about Redundancy Choosing the Right First Job Creating a Career Plan Entering an Entirely New Field Making the Decision to Take a Risky Career Move Knowing When It’s Time to Move On Researching the Job Market Networking and Marketing Yourself Building an Awesome Contact List Using Social Networking Getting the Most from a Professional Career Consultant Finding and Working with Search Organizations Identifying Your Marketable Skills Revitalizing Your Résumé Writing Great emails Making an Impact in Interviews Handling Inappropriate Questions in an Interview Answering Tricky Interview Questions Preparing for Different Types of Interview Understanding Psychometric Tests: A Survivor’s Guide Negotiating the Best Deal in Your New Job Moving Sideways: Benefiting from a Lateral Move Making Yourself Promotable Getting the Raise You Deserve Surviving the First Week in a New Job Coping with Job Burnout Managing Dual Career Dilemmas Returning to Work After a Career Break Managing Your Career in Turbulent Times Reapplying for Your Own Job Leaving with Style: Exiting with Dignity Handling Resignations—The Employer’s Perspective Surviving Job Loss Reinventing Yourself Marketing Yourself in a Diminishing Market Using the Downturn to Up-skill Networking to Find Job Opportunities Creating and Balancing the Portfolio Career Managing Your Time Effectively in a Portfolio Career Freelancing: Setting Up As a Free Agent Establishing and Maintaining Your Home Office Working As Part of a Virtual Team Coping with a Nightmare Boss Handling Office Politics Dealing with Bullying or Harassment Turning Around a Poor Hiring Decision Managing Skills Shortages Transforming Poor Performance Managing Unmotivated People Benefiting from NLP Techniques in the Workplace Developing Your Creativity Giving and Receiving Feedback Well Managing a Volunteer Workforce Understanding Nonverbal Communication Managing Others’ Creativity Developing Your People Succeeding As a New Manager Downshifting: Working Less and Enjoying It More Managing Upward: Making Your Boss Your Strongest Ally Preparing for Retirement Gracefully Assessing Your Entrepreneurial Profile: Do You Have What It Takes? Deciding Whether to Start a Business Profiling Your Target Market Understanding Business Models Evaluating an Existing Business Financing a New Business Preparing a Successful Business Plan Franchising Your Business Buying a Franchise Succession Planning Understanding the Basics of Project Management Building a Cross-functional Team Working with a Project Sponsor and Stakeholders Planning, Scheduling, and Budgeting During a Project Improving Marketing Measurement Improving Communication with Resellers Planning an Advertising Campaign Preparing an Advertising Brief Measuring Advertising Performance Getting Better Results from Your Agency Improving Your Marketing Performance Selecting and Working with an Advertising Agency Setting Advertising Objectives Building One-to-one Relationships Building Partnership with Business Customers Getting Closer to Customers Enhancing the Contact Center Experience for Customers Exploring Intelligent Displays Closing the Gap between Lead Generation and Sales Profiting from a Business Ecosystem Communicating Customer Service Handling Customer Problems Handling Customer Inquiries Increasing Customer Lifetime Value Running a Customer Loyalty Program Building a Mailing List Creating Impressive Direct Mail Material Improving the Response to Direct Mail Planning a Cost-effective Direct Marketing Campaign Planning a Customer Event Running a Sales Force Incentive Campaign Generating More Leads Converting Leads into Sales in a Small Business Conducting Market Research Profiling Your Competitors Involving Customers in Product or Service Development Making Better Use of Customer Data Sustaining Competitive Advantage Profiling Decision Makers Branding a Business Product Raising Awareness of Your Brand Creating Product Literature Extending a Product with Service Introducing a New Product to Market Planning a Corporate Public Relations Campaign Creating an Effective Online PR Strategy Producing a Corporate Brochure Producing Press Material Running a Product Public Relations Campaign Planning Promotions Running a Price Campaign Supporting Campaigns with Telemarketing Dealing with Press Inquiries Managing Retailer Marketing Programs Offering Customers Self-service Pricing In a Downturn Creating More Persuasive Features and Benefits Developing Mobile Marketing Strategies Implementing an E-commerce Strategy Exploring Digital Media Implementing Multi-channel Communications Delivering Good Quality Online Customer Service and Support Setting Up a Basic Web Site Designing a Web Site Effectively Implementing Web Site Accessibility Managing a Web Site Maintaining a Web Site Developing a Personalization Strategy for a Web Site Developing Effective Web Site Landing Pages Getting the Most from Web Site Product Pages Enhancing the Online Buying Experience Developing Personalized Welcome Pages Generating Customer Loyalty Through Smart Cards Managing Payments Online in a Small Business Adding New Online Payment Processes Implementing Customer Product Configuration Dealing Effectively With Computer Viruses and Spyware Implementing Effective Internet Security Using the Internet to Create Content Collaboratively Outsourcing Your Web Site and IT Operations Hosting or Selecting a Hosting Company Understanding the Key Principles of Content Management Making Sure Online Content Is Professionally Created, Edited, and Published Implementing an Effective Search Process for a Web Site Developing Appropriate Metadata and Classification for a Web Site Making a Web Site Easy to Navigate Applying a Viral Marketing Approach on the Internet Setting Up Newsletter and Web Site Subscription Processes Writing Well for the Web Understanding the Key Principles of Internet Marketing Collecting Consumer Data on the Internet Legal Issues in E-commerce Delivering the Benefits of Affiliate Marketing on the Web Getting the Best from Loyalty Programs on the Web Adding Value Through E-alliances Generating Content and Building Loyalty Through Online Communities and Weblogs Harnessing User-generated Content Promoting Your Web Site Effectively Using email Marketing Effectively Getting the Best from E-marketplaces Setting Up an Extranet Making the Most of an Intranet Using Videoconferencing Effectively Exploring Peer-to-peer (P2P) Commerce Implementing Effective E-learning Within the Organization Establishing an Enterprise Portal Delivering Products and Services Electronically Calculating Annual Percentage Rate Calculating Asset Turnover Calculating Bond Yield Calculating Book Value Calculating Contribution Margin Calculating Conversion Price Calculating Conversion Ratio Calculating Days Sales Outstanding Calculating Debt-to-Capital Ratio Calculating Creditor and Debtor Days Calculating Debt-to-Equity Ratio Calculating Efficiency and Operating Ratios Calculating Payback Period Calculating Elasticity Calculating Expected Rate of Return Calculating Future Value Calculating Internal Rate of Return Calculating Marginal Cost Calculating Net Present Value Calculating Rate of Return Calculating Return on Sales Calculating Return on Assets Calculating Return on Investment Calculating Return on Shareholders’ Equity Calculating the Alpha and Beta Values of a Security Calculating the Future Value of an Annuity Calculating Working Capital Productivity Calculating Risk-adjusted Rate of Return Calculating Economic Value Added Calculating Exchange Rate Risk Calculating Total Return Calculating Price/Earnings Ratio Calculating the Current Price of a Bond Calculating Accounts Receivable Turnover Calculating Asset Utilization Calculating a Capital Asset Pricing Model Calculating Current Ratio Calculating the Reserve Ratio Calculating Capitalization Ratios Calculating Acid-test Ratio Calculating Convertible Preferred Stock Creating a Balance Sheet Creating a Profit and Loss Account Creating a Cash Flow Statement Reading a Balance Sheet Reading a Profit and Loss Account Reading a Cash Flow Statement Defining Assets Calculating Cost of Goods Sold Calculating Working Capital Calculating Goodwill and Patents Calculating Yield Reading an Annual Report Calculating Depreciation Calculating Enterprise Value Calculating Amortization Calculating Activity Based Costing Calculating Price/Sales Ratio Distinguishing between a Capital and an Operating Lease Calculating Borrowing Costs and Capitalization Reading the Financial Pages Calculating EBITDA Calculating Payout Ratio Calculating Interest Coverage Calculating Earnings Per Share

MANAGEMENT LIBRARY

Action Learning Administrative Behavior The Age of Discontinuity The Age of Unreason All the Right Moves The Art of Japanese Management The Art of War Barbarians at the Gate A Behavioral Theory of the Firm Blur The Book of the Five Rings The Borderless World Built to Last A Business and Its Beliefs Capital The Change Masters The Changing Culture of a Factory Competing for the Future The Competitive Advantage of Nations Competitive Strategy Complexity Confessions of an Advertising Man Co-opetition Corporate Strategy Corporate-level Strategy The Dilbert Principle Dynamic Administration Emotional Intelligence The E-Myth Revisited The Fifth Discipline The Functions of the Executive General and Industrial Management The General Theory of Employment Getting Things Done Getting to Yes How to Win Friends and Influence People The HP Way The Human Problems of an Industrial Civilization The Human Side of Enterprise In Search of Excellence Information Rules Innovation in Marketing The Innovator’s Dilemma Intellectual Capital Jack: Straight from the Gut The Knowledge-creating Company Leaders: Strategies For Taking Charge Leadership Leadership Leading Change Liar’s Poker The Living Company: Habits for Survival in a Turbulent Business Environment Living on Thin Air The Long Tail The Machine That Changed the World Made in Japan Management Teams: Why They Succeed or Fail The Managerial Grid Managing Managing Across Borders Managing on the Edge Managing Transitions Marketing Management Megatrends The Mind of the Strategist Moments of Truth Motivation and Personality The Motivation to Work My Life and Work My Years with General Motors Natural Capitalism The Nature of Managerial Work The New Corporate Cultures The New New Thing New Patterns of Management Now, Discover Your Strengths No Logo On Becoming a Leader On the Economy of Machinery and Manufactures The One Minute Manager On War Onward Industry The Organization Man Organizational Culture and Leadership Organizational Learning Out of the Crisis Parkinson’s Law The Peter Principle Planning for Quality The Practice of Management The Prince Principles of Political Economy Principles of Political Economy and Taxation The Principles of Scientific Management Purple Cow: Transform Your Business By Being Remarkable Quest for Prosperity Reengineering the Corporation Relationship Marketing Riding the Waves of Culture The Rise and Fall of Strategic Planning Six Thinking Hats Small Is Beautiful The Smartest Guys in the Room Strategy Safari Strategy and Structure Du système industriel Tableau économique The Theory of Economic Development The Theory of Social and Economic Organization Theory Z The Third Wave The Tipping Point Toyota Production System Up the Organization The Wealth of Nations What They Don’t Teach You at Harvard Business School The Will to Manage The Wisdom of Crowds The World Is Flat

Reg Revans Herbert Simon Peter Drucker Charles Handy Constantinos C. Markides Richard Pascale Sun Tzu Bryan Burrough Richard Cyert Stan Davis Miyamoto Musashi Kenichi Ohmae James Collins Thomas Watson Karl Marx Rosabeth Moss Kanter Elliot Jaques Gary Hamel Michael Porter Michael Porter M. Mitchell Waldrop David Ogilvy Barry J. Nalebuff Igor Ansoff Michael Goold Scott Adams Mary Parker Follett Daniel Goleman Michael E. Gerber Peter Senge Chester Barnard Henri Fayol John Maynard Keynes David Allen Roger Fisher Dale Carnegie David Packard Elton Mayo Douglas McGregor Tom Peters Carl Shapiro Theodore Levitt Clayton M. Christensen Thomas Stewart Jack Welch Ikujiro Nonaka Warren Bennis James MacGregor Burns Rudolph Giuliani John P. Kotter Michael Lewis Arie de Geus Charles Leadbetter Chris Anderson James P. Womack Akio Morita R. Meredith Belbin Robert Blake Harold Geneen Christopher Bartlett Richard Pascale William Bridges Philip Kotler John Naisbitt Kenichi Ohmae Jan Carlzon Abraham Maslow Frederick Herzberg Henry Ford Alfred P. Sloan Paul Hawken Henry Mintzberg Terrence Deal Michael Lewis Rensis Likert Marcus Buckingham Naomi Klein Warren Bennis Charles Babbage Kenneth Blanchard Karl von Clausewitz James Mooney William Whyte Edgar Schein Chris Argyris W. Edwards Deming C. Northcote Parkinson Laurence Peter Joseph Juran Peter Drucker Niccolò Machiavelli John Stuart Mill David Ricardo Frederick Winslow Taylor Seth Godin Konosuke Matsushita James Champy Regis McKenna Fons Trompenaars Henry Mintzberg Edward de Bono E. F. Schumacher Bethany McLean Henry Mintzberg Alfred Chandler Henri de Saint-Simon François Quesnay Joseph A. Schumpeter Max Weber William Ouchi Alvin Toffler Malcolm Gladwell Taiichi Ohno Robert Townsend Adam Smith Mark H. McCormack Marvin Bower James Surowiecki Thomas Friedman

MANAGEMENT GIANTS

John Jacob Astor Jeffrey Bezos Warren Buffett Andrew Carnegie Michael Dell Walter Elias Disney George Eastman Thomas Alva Edison Henry Ford Bill Gates Harold Geneen King Camp Gillette Andrew S. Grove William Randolph Hearst Milton Snavely Hershey Soichiro Honda Howard Robard Hughes, Jr. Lee Iacocca Steve Jobs Ingvar Kamprad Herb Kelleher Ray Kroc Estée Lauder Henry Robinson Luce Konosuke Matsushita Louis B. Mayer Cyrus Hall McCormick J. P. Morgan Akio Morita Rupert Murdoch David Ogilvy Jorma Jaakko Ollila Pierre Omidyar David Packard John H. Patterson Arthur Rock John D. Rockefeller Anita Roddick Julius Rosenwald David Sarnoff Alfred P. Sloan, Jr. Eiji Toyoda Robert Edward Turner III Theodore Newton Vail Cornelius Vanderbilt Samuel Walton Thomas J. Watson, Sr. Jack Welch Oprah Winfrey Robert Winship Woodruff Frank Winfield Woolworth

DICTIONARY A B C D E F G H I J K L M N O P Q R S T U V W X Y Z Credits Imprint

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