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Full-Text Articles in Business
The Soul Of The Firm (Phoenix), C. William Pollard
The Soul Of The Firm (Phoenix), C. William Pollard
C. William Pollard Papers
Delivered at the Activating Your Firm's Service Culture Symposium (Phoenix), this speech outlines Pollard's theory of the corporate soul, which is most clearly defined as the people who make up the organization. According to Pollard, proper recognition of the firm's soul requires a certain kind of leadership, one defined by both service and sacrifice.
Servant Leadership - A Look At Values In The Marketplace, C. William Pollard
Servant Leadership - A Look At Values In The Marketplace, C. William Pollard
C. William Pollard Papers
In this speech to the members of the German-American Chamber of Commerce (Hotel Intercontinental - Chicago), Pollard reflects upon the uncertain economic and socio-political climate of the mid-1990s. He posits that institutions might move forward despite such uncertainty if only their leaders understand themselves as servants charged with the holistic well-being of the organization's employees.
The Leader Who Serves (Washington, D.C.), C. William Pollard
The Leader Who Serves (Washington, D.C.), C. William Pollard
C. William Pollard Papers
In this speech at the Eighth Annual National Conference on Federal Quality (Washington Hilton and Towers), Pollard details the main contours of servant leadership. In particular, he focuses on how servant leadership not only influences the ethos of the workplace but also affects the very lives of the corporation's employees.
An Immigrant's Gift: The Life Of Quality Pioneer, Joseph M. Juran - Transcript, Dr. Joseph M. Juran Collection
An Immigrant's Gift: The Life Of Quality Pioneer, Joseph M. Juran - Transcript, Dr. Joseph M. Juran Collection
'An Immigrant's Gift': Interviews about the Life and Impact of Dr. Joseph M. Juran
In the latter decades of the 20th Century, there occurred a silent revolution that swept across nations and effected all the peoples of the earth. This quality revolution began in the mind of a humble immigrant to the United States, Joseph M. Juran. His contributions to industry are heralded around the world, and yet his life story has remained unknown until now. An Immigrant's Gift is a compelling and inspirational portrait of a brilliant mind and a great humanist, who, in an unassuming way, had a profound impact on the international business community and our everyday lives.
Achieving Complete Customer Satisfaction, Marilyn K. Haag
Achieving Complete Customer Satisfaction, Marilyn K. Haag
Theses
The term customer service has changed in meaning over the years. There was a time when it suggested an unpleasant experience for both the customer and the business. Employees tried to avoid complaints because they weren't educated in how to handle them. Over time, customer service evolved into a much broader meaning as companies noticed that the leaders in their industry provided service as part of the sale. When companies began to change their own way of doing business, they began to see profits associated with offering service with the sale, and they found that it can be the "secret …