Breakaway: Deliver Value to Your Customers--Fast!ISBN: 978-0-7879-6164-0
Hardcover
160 pages
April 2002, Jossey-Bass
This is a Print-on-Demand title. It will be printed specifically to fill your order. Please allow an additional 10-15 days delivery time. The book is not returnable.
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--Howard M. Block, managing director, Education Services, Banc of America Securities, LLC
"Speed and proficiency is a great and highly practical concept
for gaining competitive advantage. Chuck Fred has done a beautiful
job of blending the ideologies of continuous quality improvement
and those of continuous learning to create an articulate and
compelling case for winning through the development of people.
Breakaway cuts right to the core of what differentiates
winners from losers in the race to provide superior customer
value."
--Gary Jusela, vice president, learning, The Home Depot
"Chuck Fred's concepts reflect the importance of business
velocity, speed of decision making, and customer impact often
overlooked in many popular works regarding quality in
business."
--Terry J. Erdle, vice president, Sun Microsystems Educational
Services
"Getting new employees up to speed rapidly--and helping current
employees learn new skills--has never been more important for
success. The Breakaway concepts are becoming a key
competitive edge in the war to attract and utilize top talent. A
quick 'cycle time to proficiency' is now a must to meet both our
customer and employee needs."
--Eric J. Ross, president, Global Customer Care Services, Nortel
Networks
"Breakaway reflects the winning philosophy of valuing
each person as an individual with unique skills and talents. Fred
recognizes that by adapting employee education and training to meet
this reality, it is not only good for the person, but good for the
customer and for business."
--C. William Pollard, chairman and chief executive officer, The
ServiceMaster Company
"Breakaway is a revolutionary book. By focusing on the
role of speed and expertise in delivering value to customers fast,
Fred has turned the conventional wisdom of business change
completely on its head . . . a visionary, practical, and exciting
tool that will transform business learning and development
forever."
--A. Reed Hayes, president and chief operation officer, National
Restaurant Association Education Foundation
"As one of the founders of Precision Response Corporation, a
leader in out- sourced integrated customer care for over eighteen
year, I have seen, first-hand, the importance of people in the
customer equation, and encourage business leaders to follow Fred's
secrets for success"
--David Epstein, chief executive officer, Precision Response
Corporation
"An insightful and practical look at how organizations can help
shorten the cycle time to transform employee learning into customer
value . . . a roadmap to help organizations leverage and capitalize
on their learning and development investments."
--Richard Chang, CEO, Richard Chang Associates, Inc., author,
The Passion Plan and Performance Scorecards