First Friday Book Synopsis

JANUARY 17, 2014

The Good Jobs Strategy: How the Smartest Companies Invest in Employees to Lower Costs & Boost Profits Zeynep Ton New Harvest/Amazon Publishing and Houghton Mifflin Harcourt (2014) The best strategy to achieve business success?

TQM 75

TQM Strategy Airlines Retail 75

HR Digest

MAY 3, 2019

The modern economy demands transforming companies endlessly, necessitating profound changes in the workforce and talent strategy. These qualities are evident in the 10 men and women who’ve achieved a spot in The HR Digest’s 2019 list of the 10 Powerful HR Leaders. Never have HR leaders had to handle so much change so rapidly.

Power 75

Power Ries Human Resources Airlines 75

Lead Change Blog

APRIL 1, 2016

Helping the CEO of Southwest Airlines launch a best-selling book. He thinks these are the most important qualities in leaders: humility. Her metaphor led to the company working on creating cement highways with embedded florescence for dark country roads.” Being on CNBC, Fox Business, CNN and ABC pitching a new book.

Levitt 150

Levitt Godin Customer Loyalty Airlines 150

The Practical Leader

AUGUST 16, 2023

Poor Managers Enervate, Effective Leaders Energize Management at an airline with deteriorating customer satisfaction issued a directive urging staff to smile and be nicer to passengers. Yet despite our very tight job market, highly effective “magnet companies” attract and hang on to good people.

Energy 52

Energy Crisis Absenteeism Leadership 52

HR Digest

NOVEMBER 17, 2018

Since the industrial revolution days, companies and economists have been after means of increasing productivity. While economists seek this increase by means of better policies and procedures, companies aimed at improving employee productivity. Perhaps your company doesn’t have one yet. Develop employee work performance metrics.

Productivity 69

Productivity Products Metrics Micromanagement 69

Marshall Goldsmith

DECEMBER 1, 2014

Start by evaluating yourself and the people you meet on their Mojo or Nojo qualities, using the table above. On American Airlines alone, I just passed the dubious milestone of more than 10 million frequent flyer miles! The contrasts between Mojo and Nojo are so daunting that I wrote them down on a cheat sheet: How’s Your Mojo?

Airlines 157

Airlines Health Care Learning-by-Doing Video 157

Lead from Within

JUNE 9, 2018

He went on to build eight separate billion-dollar companies in eight different industries, but business school was difficult–especially because he suffered from an acute combination of dyslexia and attention deficit disorder. . The One Quality Every Leader Needs To Succee d. Success comes in many forms.

Succession 135

Succession Learning-by-Doing Airlines Career 135

Leading Blog

AUGUST 8, 2011

For example: Emphasize One Goal – Gordon Bethune, CEO of Continental Airlines, recognized that his customers valued on-time performance. He set this as the measure of success for the company. In order to underscore this goal, Bethune decided to send every employee a check every time the company was first in on-time arrival.

Leadership 280

Leadership Simon Cooper Gordon 280

Marshall Goldsmith

MARCH 28, 2016

At one recent convention, I had the opportunity to listen to incredibly smart, prepared HR professionals who had done their homework about the topic of engagement and important related factors like: quality of leadership, fair compensation, recognition programs, needed training, and effectively communicated corporate values.

Airlines 70

Airlines Video Human Resources Blog 70

Great Leadership By Dan

JUNE 16, 2012

In matrix companies, much work takes place across functions with employees reporting to multiple bosses and participating in teams created across departments and areas of expertise. To adapt to fast-changing market conditions and to respond to complex customer challenges in today’s competitive landscape, companies must innovate.

Environment 250

Environment Self-aware Leadership Emotional Intelligence 250

Strategy Driven

AUGUST 3, 2016

Presentations will be rated for quality and a winner will be selected. This tactic will show how well your leaders adapt to unforeseen circumstances, and denote the strength of their presentation skills along with the quality of their work. Back to Nature: To motivate executives as a team, let nature help. About the Author.

Execution 50

Execution Tactics How To Loyalty 50

Modern Servant Leader

OCTOBER 9, 2012

On a recent flight on Southwest Airlines, I read in their magazine an article by the current CEO of Southwest, who stated they make it a practice of hiring people with a “Servants Heart.” I intend to do further research on these companies to increase the number of examples in my presentations. Here are a couple examples: A.

Servant Leader 189

Servant Leader Mission Statement Greenleaf Leadership 189

Coaching Tip

FEBRUARY 23, 2012

The companies that thrive and win as social enterprises will be those that do the most with their social connections. Just because all companies now possess the technological capability to hold social conversations with employees, customers and stakeholders, this does not mean we can automatically make these conversations valuable.

How To 110

How To Airlines Media Innovation 110

Harvard Business Review

APRIL 19, 2017

Being perceived as unreliable or unfair is a sure way for a service company to lose the trust of its customers. I’ve learned that truth from 40 years of conducting research in the fields of services marketing, service quality, and health services. Condition 1: The failure is egregious. Gaining and Keeping Trust.

Company 10

Company Airlines Meyer Hotels 10

Modern Servant Leader

FEBRUARY 17, 2016

If you look at some of the companies with the strongest results and the best reputations, you’ll find that servant leadership is at the heart of them. Also consider how a company in an industry notoriously difficult to make money in, has managed to be wildly successful, where others have failed. So why is it not more common?

Leadership 100

Leadership Servant Leader Airlines Learning-by-Doing 100

Modern Servant Leader

FEBRUARY 17, 2016

If you look at some of the companies with the strongest results and the best reputations, you’ll find that servant leadership is at the heart of them. Also consider how a company in an industry notoriously difficult to make money in, has managed to be wildly successful, where others have failed. So why is it not more common?

Leadership 100

Leadership Servant Leader Airlines Learning-by-Doing 100

Tanveer Naseer

SEPTEMBER 17, 2013

Make meaning by increasing the quality of life.” – Guy Kawasaki Another speaker I was eager to hear from and meet was Guy Kawasaki, who was the first guest on my leadership podcast show, “Leadership Biz Cafe”. That this is something that only we could do.

Organization 264

Organization Conference Audience Globalization 264

QAspire

NOVEMBER 4, 2009

Most companies have similar aircrafts, equipments and infrastructure available to them. It is only customer service that enhances quality of experience and makes an airline preferable over other. You can read more about this ordeal here. Aviation is a customer service business more than anything else. Don’t Kill It!

Travel 84

Travel Airlines Learning-by-Doing Quality 84

Sales Wolf Blog

NOVEMBER 1, 2010

Michael Haberman, HR Observations : "Hire Attitude vs. Aptitude": A Lesson From Disney - Southwest Airlines is famously known for having a talent management philosophy of "hire for attitude, train for skill"  Disney - another consistently high performing organization - shares that same philosophy towards employee selection.

Blog 157

Blog Middle Management Talent Management Human Resources 157

Strategy Driven

JANUARY 17, 2014

Companies have increasingly embraced the role of emotion in selling products and services, but often merely pay lip service to its importance, without understanding how to harness it. But brands must go beyond marketing semantics — companies can’t just say they care, they must prove it throughout their customer interactions.

ROE 50

ROE ROI Letter Airlines 50

Harvard Business Review

FEBRUARY 6, 2018

Companies enforce rules such as “Watch for multiple failed login attempts” to reduce the odds of being compromised. ” If so, the company should probably block the traffic regardless of how benign the activity may appear. Newly discovered cyber threats are also an important part of the list.

Company 8

Company Airlines Automotive Tools 8

Harvard Business Review

JUNE 15, 2017

There are many ways to put data to work, and companies, and especially their leaders, are advised to explore as many of them as they can. Analytics are critical to companies’ performance. In working with companies on getting more from their data, I advise managers to explore seven methods to put data to work.

Company 11

Company Insurance Content Policies 11

The Practical Leader

DECEMBER 28, 2011

. “Celebration is given high priority in both organizations (Wal-Mart and Southwest Airlines). Celebration, to the extent that it contributes to the quality of work life, may help explain why both of these companies achieve extraordinary productivity when compared with their peers.”

Heskett 49

Heskett Emotional Intelligence Cooper Airlines 49

Harvard Business Review

MAY 17, 2017

The airline industry is a cautionary tale of what happens when companies emulate new business models without bringing over the associated mental models. For over 40 years, Southwest Airlines has been a disruptive force in the airline industry, creating an entirely new category and a record 43 consecutive years of profitability.

Airlines 14

Airlines Strategy Business Model Metrics 14

Harvard Business Review

MAY 28, 2018

In April 2017, United Airlines encountered public outrage when an Asian passenger was dragged out of his seat and off of an overbooked United Airlines plane. In other words, compared to white customers, black and Asian customers received worse quality service. One, does your company hire individuals to interface with customers?

Company 8

Company Comparison Airlines Diversity 8

Strategy Driven

JULY 25, 2012

In Front Line Heroes , Bruce Hodes offers executives and business leaders advice culled from 30 years of coaching privately held companies ranging from $5 million to $100 million in size. Having customers consistently be raving fans of the company’s service is certainly a challenging and lofty goal. Why are Raving fans a good thing?

Team 51

Team BHAG Blanchard Airlines 51

Harvard Business Review

JUNE 29, 2016

Sky Futures, a third-party drone services company that specializes in such inspections, works with oil companies, such as BP, Shell, Statoil, and Conoco Philips, and has raised $9.5 Airlines Easyjet and Lufthansa have adopted drones as a tool for aircraft inspections. million in investment capital in just the past year.

Competitive Advantage 10

Competitive Advantage Company Outsourcing Analysis 10

Harvard Business Review

JANUARY 27, 2016

As president of RSA Ground, the subsidiary of Rising Sun Airlines responsible for servicing its planes at airports across Japan, he’d been under enormous pressure in recent months. Pilot programs using such systems at other companies had shown some promise, but the results were mixed.

Case Study 8

Case Study Airlines COO CFO 8

Harvard Business Review

APRIL 22, 2015

Since the late nineteenth century, we have seen five distinct movements in the way companies compete. Many companies still compete this way and there continue to be successors to Taylorism, including business process reengineering and lean production. Edwards Deming , who introduced quality as a way of life for Japanese companies.

Six Sigma 8

Six Sigma Company Lean Production Taylorism 8

Strategy Driven

JUNE 30, 2014

SIXTH REALITY: The prospective customer must perceive value in your sales offering, trust you as a person and as a company, perceive that they win as a result of purchase, and be able to visualize outcome after purchase (maybe with the help of your video testimonials). They do not care about your urgency to make quota. Insincere follow-up.

Media 63

Media Proposal Customer Loyalty Competitive Advantage 63

Harvard Business Review

MARCH 28, 2017

We don’t often think of it, but the same is true of commercial airline pilots. We take comfort that airline transport pilot certification is regulated by the U.S. In the case of Siri, Alexa, or Google Inbox, it means a lower-quality user experience. In that case, who is the company training their machines to be like?

Company 8

Company Wilde Airlines Transportation 8

Harvard Business Review

NOVEMBER 25, 2015

In a recent strategy meeting we attended with the leaders of a Fortune-500 company, the word “culture” came up 27 times in 90 minutes. How to Be a Company That Employees Love. You’re distracted, and you might not even care about the work itself or the quality of the outcome. DAVE WHEELER FOR HBR.

Motivation 8

Motivation Company Airlines Learning-by-Doing 8

Deming Institute

JULY 31, 2017

At the time, I was a member of the company’s Continuous Improvement Team, a later version of a Total Quality Management Office. On a summer weekend in 1997, I visited my office for a short time before heading home after a few errands near work.

Deming 31

Deming System Tools Airlines 31

Harvard Business Review

NOVEMBER 27, 2015

The top 10 companies in the Global Empathy Index 2015 increased in value more than twice as much as the bottom 10 and generated 50% more earnings. These qualities are increasingly important as social media feeds popular demand for transparency and authentic interaction. of all the companies in the index).

Tourism 8

Tourism Telecommunications Automotive Company 8

Strategy Driven

OCTOBER 29, 2012

Here are more painful ‘reputation’ questions about your company and your products : What are you doing to build it? HARD QUESTION: Are you trying to justify price, or does your quality reputation precede you? Blackberry, American Airlines, Barnes & Noble, Microsoft, and Tiger Woods to name a few.

Brand 50

Brand Reputation Customer Loyalty Industry 50

Harvard Business Review

APRIL 26, 2011

And while these companies were the first to acknowledge the business benefits of delivering a great customer experience, business-to-business (B2B) organizations are increasingly getting in on the game. Often, the best way for B2B companies to satisfy the multitude of business customers is to focus on the needs of their customers' customers.

B2B 15

B2B Airlines Travel Stage-Gate 15

You're Not the Boss of Me

DECEMBER 12, 2010

This purpose becomes the master and the guide for all activities undertaken within the framework of the company. For instance, Southwest airlines’ over-arching purpose is stated as: “To provide the best service and lowest fares to the short haul, frequent-flying, point-to-point, non-interlining traveler.&#

Environment 42

Environment Servant Leader Leadership Airlines 42