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Books : Business & Investing : Industries & Professions : Service
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At last here is a comprehensive text on the managerial problems of professional firms. David Maister, whose international consulting practice has gained him the reputation among his peers as "the guru's guru," brings together for the first time his most brilliant and penetrating work on virtually every management issue facing professional firms today.Professional firms, he shows, are different from other business enterprises in two ways. First, they are in the business of providing highly customized services, and hence cannot apply many of the management principles developed for the mass production industrial world. Second, professional services are highly personalized and involve the skills of individuals. Firms must compete not only for clients, but also for talented professionals. Drawing on ten years' research amid consulting to these unique and creative institutions, Maister explores issues ranging from marketing and business development to multinational strategies, from human resource policies to profit improvement strategies, from strategic planning to the effective behavior of practice leaders. His concepts and practical advice have already become gospel to accountants, consultants, lawyers, public relations agencies, executive search, and many other professions.
Maister simplifies management issues by observing that "every professional service firm in the world, regardless of size, specific profession, or country of operation, has the same mission statement: outstanding service to clients, satisfying careers for its people, and financial success for its owners." Professional service firms, he shows, must practice "balance sheet" management by learning to develop their two key assets: client relationships and their stock of skill, talent, knowledge, and ability.
"David Maister's name is synonymous with the latest thinking in professional service firm management. This book suggests why."
--James L. Heskett, Professor, Harvard Business School
Co-author of Service Breakthroughs
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The multiple award-winning Restaurant Manager s Handbook is the best-selling book on running a successful food service. Now in the fourth completely revised edition, nine new chapters detail restaurant layout, new equipment, principles for creating a safer work environment, and new effective techniques to interview, hire, train, and manage employees. We provide a new chapter on tips and IRS regulations as well as guidance for improved management, new methods to increase your bottom line by expanding the restaurant to include on- and off-premise catering operations. We ve added new chapters offering food nutrition guidelines and proper employee training. The Fourth Edition of the Restaurant Manager s Handbook is an invaluable asset to any existing restaurant owner or manager as well as anyone considering a career in restaurant management or ownership. All existing chapters have new and updated information. This includes extensive material on how to prepare a restaurant for a potential sale. There is even an expanded section on franchising. You will find many additional tips to help restaurant owners and managers learn to handle labor and operational expenses, rework menus, earn more from better bar management, and introduce up-scale wines and specialties for profit. You will discover an expanded section on restaurant marketing and promotion plus revised accounting and budgeting tips. This new edition includes photos and information from leading food service manufacturers to enhance the text. This new, comprehensive 800-page book will show you step-by-step how to set up, operate, and manage a financially successful food service operation. The author has taken the risk out of running a restaurant business. Operators in the non-commercial segment as well as caterers and really anyone in the food service industry will rely on this book in everyday operations. Its 28 chapters cover the entire process of a restaurant start-up and ongoing management in an easy-to-understand way, pointing out methods to increase your chances of success and showing how to avoid the many mistakes arising from being uninformed and inexperienced that can doom a restaurateur s start-up. The new companion CD-ROM contains all the forms demonstrated in the book for easy use in a PDF format. While providing detailed instruction and examples, the author leads you through finding a location that will bring success, learning how to draw up a winning business plan, how to buy and sell a restaurant, how to franchise, and how to set up basic cost-control systems. You will have at your fingertips profitable menu planning, sample restaurant floor plans and diagrams, successful kitchen management, equipment layout and planning, food safety, Hazardous and Critical Control Point (HACCP) information, and successful beverage management. Learn how to set up computer systems to save time and money and get brand new IRS tip-reporting requirements, accounting and bookkeeping procedures, auditing, successful budgeting and profit planning development. You will be able to generate high profile public relations and publicity, initiate low cost internal marketing ideas, and low- and no-cost ways to satisfy customers and build sales. You will learn how to keep bringing customers back, how to hire and keep a qualified professional staff, manage and train employees as well as accessing thousands of great tips and useful guidelines. This Restaurant Manager s Handbook covers everything that many consultants charge thousands of dollars to provide. The extensive resource guide details more than 7,000 suppliers to the industry virtually a separate book on its own. This reference book is essential for professionals in the hospitality field as well as newcomers who may be looking for answers to cost-containment and training issues.
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Milady’s Standard Textbook of Cosmetology has led the way in cosmetology education for 80 years by changing to meet the evolving needs of students and the market. Having been developed after extensive analysis by educational design experts, this textbook exhibits the most sophisticated methods for relaying information, stimulating thought, aiding comprehension, and enhancing retention. Milady’s Standard Cosmetology provides students with the information they will need to pass the licensure exams as well as the most contemporary techniques to ensure success once they are on the job. This revision features a fresh new layout, reorganized chapters, and new photography and illustrations to provide an open, easy-to-follow format that students need with the reliability that is the hallmark of Milady. This edition of Milady’s Standard Cosmetology is organized into six parts containing 32 chapters, each written by an industry expert in the field, creating an immediate connection to the professional world. New information on many subjects, including sanitation and infection control, and haircoloring has been included. The result is the most reliable cosmetology textbook available, one that covers all essential information in a contemporary, easy-to-use manner. While Milady’s Standard Cosmetology is the center of the curriculum, students and educators have a wide range of supplements from which to choose. All supplements have been revised and updated to complement the new edition of the textbook. This book will serve as a valuable guide, and students will refer to it again and again throughout their career!
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Providing in-depth coverage of the wine industry and comprehensive self-assessment material, Sales and Service for the Wine Professional is an indispensable one-stop resource for sommeliers, hospitality managers, food and beverage managers, trainers and students. With detailed treatment of recently emerged regions and a continued emphasis on the importance of service, this new, fully international edition offers ideal support for students and trainees on higher educational, vocational and professional courses.
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For event planners, there's no such thing as a dress rehearsal!
Any event you plan and stage is a reflection of your company's image — from the initial invitation to onsite operations. Whether you're planning a product launch, conference, sales meeting, an incentive event, or a gala fund-raiser, remember that the magic of a truly memorable event is in the details, but so is the devil. Special events are fraught with thousands of details, and have to come off without a hitch. Whether your event is for 50 or 2,000 people, whether it has a budget of a few thousand dollars, or hundreds of thousands, planning and executing the project is like a high-wire act without the safety nets. Event Planning gives you a blueprint for planning and executing special events with flair and without any unexpected surprises and expenses. This unique book is loaded with practical advice on every aspect of organizing and managing special events:- Choosing the best venue
- Preparing and managing the budget
- Scheduling and staffing
- Coordinating food and beverage, décor, entertainment, and themes
- Working with professionals, such as public relations firms and creative directors.
What you don't know or know to ask can have a major effect on the success of your event and on your budget. Event Planning takes you through every aspect of organizing and executing a successful event: the planning stages, timing and logistics, budget preparation, operations, and on-site management. Event Planning:
- Includes sample costing forms to help you generate a detailed project plan and budget.
- Explains what you need to ask before you contract with suppliers.
- Is loaded with practical tips and examples that will help you avoid expensive mistakes.
- Features a companion website with forms from the book, additional forms, author Q&A, and more.
Event Planning takes you behind the scenes, and provides practical tools for anyone who has to plan and execute a truly special event:
- Corporate in-house event planners
- Public relations and communications companies, and their clients
- Marketing and corporate communications professionals
- Fundraisers and not-for-profit organizations
- Professionals in the hospitality and entertainment industries
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Wall Street Journal columnist Christina Binkley takes an up-close-and-personal look at how Steve Wynn, Kirk Kerkorian, and Dr. Gary Loveman are building a bigger and better Las Vegas and how their influence is spreading beyond the city's borders.
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It's a brave new world in the recording industry. New and affordable recording technologies have made it easier than ever to record music at home, sell it online and at performances. As a result, musicians are finding it easier to achieve their musical goals. An industry insider explains what it takes to be one's own music mogul in the completely revised and expanded edition of "Start and Run Your Own Record Label". This new edition has three new chapters that address the business-end of running a record label, exploring alternative markets for all genres of music, and maximizing the use of the Internet. It also includes dozens of new interviews with experts on today's music market. Comprehensive, informative, practical and accessible, the book covers every aspect of setting-up, owning and operating a record label.
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“There is no doubt that this is a truly original and groundbreaking work in applying the Theory of Constraints. I run a services company and learned some things about the services business. Anyone involved in large services companies needs to look at what John is proposing. I will definitely quote this material frequently.”
Chad Smith, Managing Partner, Constraints Management Group
“The information presented in this book is badly needed by service providers who struggle to balance supply and demand with their resources.”
Carol A. Ptak, CFPIM, CIRM
“The techniques that John brings to light in this book are the bridge from the vision of Dr. Goldratt’s work to the successful implementation in a range of services firms.”
From the Foreword by Erik Bush, Vice President, IBM Global Services
- Discover the powerful Theory of Constraints (TOC), and use it to drive continuous performance improvement in any services organization
- Identify the hidden constraints that are limiting your organization, and manage or eliminate them
- Use TOC to improve the way you manage resources, projects, processes, finance, marketing, and sales
- Determine whether your organization faces an internal or external constraint, manage that constraint accordingly, and anticipate where the next constraint will arise
- Release latent capacity shrouded by common business practices
- Simplify processes that have grown unmanageably complex
- Optimize your enterprise as a whole rather than suboptimizing individual business units
- Get buy-in to fundamental changes in strategy, tactics, and operations
Managing services is extremely challenging, and traditional “industrial” management techniques are no longer adequate. In Reaching the Goal, Dr. John Arthur Ricketts presents a breakthrough management approach that embraces what makes services different: their diversity, complexity, and unique distribution methods.
Ricketts draws on Eli Goldratt’s Theory of Constraints (TOC), one of this generation’s most successful management methodologies...thoroughly adapting it to the needs of today’s professional, scientific, and technical services businesses. He reveals how to identify the surprising constraints that limit your organization’s performance, execute more effectively within those constraints, and then loosen or even eliminate them.
This book’s relentlessly practical techniques reflect several years of advanced IBM research and consulting with enterprise clients. Step-by-step, Ricketts shows how to apply them throughout your most crucial business functions...from project management to finance, process improvement to sales and marketing.
Whatever your role in improving service delivery, processes, or profitability, this book gives you the tools to reach your goals...and go beyond them
- Identify, manage, and overcome your key constraints
Five steps to uncovering and addressing the real obstacles to improved performance
- Optimize core business functions, one step at a time
Improve the way you manage resources, projects, processes, finance, and marketing
- Implement TOC rapidly and effectively
Get buy-in, deploy infrastructure, and provide the right IT support?
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This book holds all the secrets to opening and running a successful inn. It gives you guidelines for choosing a profitable location and describes a day in the life of the average inn owner. You can find information about how to write up a business plan, what to include on you Web site, what "house rules" you need to set up to keep your guests and your investment safe, and how to use your own personal touch to make your inn unique.
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The maxim in the music industry has always been "You can't make it on talent alone," and with This Business of Music Marketing & Promotion, you don't have to. In language that is simple and direct, author Tad Lathrop details promotional skills, publicity plans, royalty guidelines, and more, all supported by real-world examples. He shows how the Web and other technological developments have revolutionized not only how music is made, but how it is marketed and promoted. The old rules still apply--create a marketing plan, know your audience, be familiar with the laws of commerce--but there are a host of new ones as well, along with new strategies on how to give your recording the exposure it deserves. This streamlined, reorganized, and updated edition features an all-new chapter ("Twenty Profile-Building Ideas to Use Right Now"), which will help readers get a running start in the recording business. They'll also find completely updated material about Internet sales and promotion techniques, the latest information available on integrated marketing and e-marketing strategies, and brand-new listings of information resources.
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- Learn the secrets of freelance copywriting - Earn top income working from home - Put your creativity to use
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Currently between gaming ventures, entrepreneur Tom Breitling, with the help of journalist Cal Fussman, delivers the inside story of what it's like to run a casino when one is young and living the Vegas life.
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Virtually all companies view service as critical to retaining their customers today and in the future. Even manufacturers that formerly depended on their physical products now recognize that service provides one of their few sustainable competitive advantages. This book includes coverage of global services marketing and the impact of the world wide web.
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Twenty-two years ago, author Peter Venison's Hotel Management became a best seller in the hotel and tourism industry, labeled a "must read" on the curriculum of every hotel school, and landed on the bookshelf of every hotel manager. Despite many requests for a follow-up volume, Venison declined, on the basis that he had nothing new to say. Now he does.Holed up for several weeks in five star hotels while concluding a complicated business deal, Venison realized that the standards offered by the industry still fall short of perfection. As a result, he has put pen to paper to produce this handy catalogue of suggestions to hoteliers, based upon his considerable personal experience as a hotelier and perpetual hotel guest.
100 Tips for Hoteliers guides you from the inception of a hotel to its opening and operation, offering practical tips for each stage of the journey. It should prove equally useful to hotel school students as a checklist of what they can expect, and also to practicing hotel managers as a reminder of their responsibilities.
Proceeds from the sale of 100 Tips for Hoteliers will be donated to the Duke of Edinburgh Cup charity.
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Topics include:- Dining room and kitchen organization and personnel
- Reservations, greeting, and seating
- Classic and modern styles of table service
- Beverage and wine service
- Money handling
- Service challenges––what to do when things go wrong
- Front-of-the-house safety and sanitation
Industry surveys consistently show that service is the number one reason that people come back to a restaurant–or dine elsewhere. With competition increasing for today’s dining dollar, restaurants must go beyond culinary excellence to ensure their success. They must offer Remarkable ServiceSM, the kind of service that makes guests feel comfortable, makes dining out enjoyable, and creates customer loyalty.
This book offers unique, comprehensive coverage of the principles, standards, and practices that are the hallmark of truly Remarkable ServiceSM. Written by The Culinary Institute of America, which has been hailed by Time magazine as "the nation’s most influential training school for cooks," it shares the knowledge and techniques necessary to exceed guest expectations through every part of the dining experience.
Remarkable ServiceSM places detailed practical information within the framework of Nine Basic Principles of Hospitality and Service. These critical principles provide the foundation for building an outstanding customer service program in any setting, from informal to fine dining. Filled with invaluable real-life examples and important do’s and don’ts, this book gives both new and veteran servers–and their managers–the skills, confidence, and flexibility to bring Remarkable ServiceSM to virtually any situation–and keep customers coming back for more.
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Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa.Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance.
What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.
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Tomorrow's managers are off to a strong start with this fully updated and streamlined edition. Each chapter includes an increased emphasis on globalization and environmental responsibility and a new chapter on Events Marketing appears in Part V. The practicality of previous editions continues with mini-case studies, contributions from industry experts, profiles of corporations, profiles of hospitality professionals and a new student DVD-ROM packed with resources to support readers’ coursework and their careers. It covers tourism, lodging, restaurants, managed services, beverages, conventions and meeting, and leisure/recreation; in addition to examining gaming entertainment, marketing and human resources, and leadership and management. For individuals interested in a hospitality industry career.
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This hospitality marketing book is comprehensive and innovative, managerial and practical, state-of-the-art and real-world. Easy-to-read and user-friendly, it provides examples and applications that illustrate the major decisions hospitality marketing managers face in their efforts to balance objectives and resources against needs and opportunities in today's global marketplace. An abundance of real-world examples and cases and experiential and internet exercises give users extraordinary insight into marketing situations they will actually encounter on the job. Real-world in focus, topics reflect the authors' rich combination of both teaching and international consulting experience in the hospitality and travel industries. PART 1: Understanding the Hospitality and Tourism Marketing Process–Introduces the concept of hospitality marketing and its importance. PART 2: Developing Hospitality and Tourism Marketing Opportunities and Strategies–Explains the role of consumer behavior and how it affects the marketing environment. PART 3: Developing the Hospitality and Tourism Mix–Identifies and explains strategies for promoting products and the various distribution channels. PART 4: Managing Hospitality and Tourism Marketing–Highlights the latest trends in electronic marketing, destination marketing, and planning for the future. For those with careers in hospitality, hotel, restaurant or tourism customer service or marketing.
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This text has been thoroughly revised to include the most up-to-date information available to nail technologists. It provides an excellent overview of topics to get a new nail tech started, such as professional image, customer relations, and salon management, while thoroughly teaching the nail technologist how to perform the basic processes that will be the starting point for their career. This revised text also focuses on the scientific knowledge that is most important to the nail tech, removing the medical terminology and information that is not useful to them. Special features of the text include business tips in the form of short stories that present helpful information for a successful career in the nail business; State Regulation Alert, and Here?s A Tip, which direct students to additional sources of information. Drawing on the combined expertise of a variety of industry leaders who both wrote and reviewed the text, this revised textbook gives students a thorough understanding of all aspects of nail technology today.