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The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees Hardcover – 15 March 2003

by Heskett (Author)
3.9 out of 5 stars 7
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Previous page
  1. Print length
    320 pages
  2. Language
    English
  3. Publisher
    FREE PRESS
  4. Publication date
    15 March 2003
  5. Dimensions
    15.24 x 3.05 x 22.86 cm
  6. ISBN-10
    0743225694
  7. ISBN-13
    978-0743225694
  8. See all details
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David H. Maister Chairman, Maister Associates, Inc., and author of Practice What You Preach This is an important book. With careful reasoning and the patient unfolding of evidence, the reader is led to a profound understanding of powerful truths about the keys to success, all organized into a readily implementable framework.

John C. Bogle Founder and former CEO, The Vanguard Group, and author of Bogle on Mutual Funds and Character Counts For those leaders who don't believe, The Value Profit Chain will make you a believer. For those who do, it will give you strength to carry on your mission.

Lorenzo H. Zambrano Chairman and CEO, CEMEX The Value Profit Chain eschews platitudes and the stale alphabet soup of management acronyms for practical real-world examples. It takes customer focus to a higher plane through the "hardwiring performance" concept, which effectively illustrates how organizations can achieve superior returns by tying their employees' success to their customers's needs.

Leonard L. Berry Distinguished Professor of Marketing, Texas A & M University, and author of Discovering the Soul of Service Three of our best thinkers on organizational success combine their career learnings in one volume rich in wisdom.

Colleen C. Barrett President and CEO, Southwest Airlines Co. This is a veritable how-to of important ideas for fostering customer ownership and 'hardwiring' performance, methods by which an organization can achieve breakthrough value while preserving a high-performance culture.

M. Bruce Nelson Chairman and CEO, Office Depot, Inc. The Value Profit Chain clearly articulates the drivers of sustainable competitive advantage. Understanding the performance trinity will unlock the keys to truly remarkable growth and results.

Tom Watson Vice Chairman and Chief Growth Officer, Omnicom Group, Inc. Heskett, Sasser and Schlesinger's The Value Profit Chain is a must-read for managers. A simple organizing concept, value chain thinking is an underlying driver of change in our company that has increased value for our clients, employees and shareholders.

Pete Blackshaw Founder and Chief Marketing and Customer Satisfaction Officer, PlanetFeedback, a Division of Intelliseek A refreshing and enlightening detour from the usual media focus on dumb things companies and executives do to set themselves up for failure. The Value Profit Chain deeply explores the habits of overachievers and the successful tactics that help companies win, and win big.

Product details

  • Publisher ‏ : ‎ FREE PRESS; 1st edition (15 March 2003)
  • Language ‏ : ‎ English
  • Hardcover ‏ : ‎ 320 pages
  • ISBN-10 ‏ : ‎ 0743225694
  • ISBN-13 ‏ : ‎ 978-0743225694
  • Dimensions ‏ : ‎ 15.24 x 3.05 x 22.86 cm
  • Customer Reviews:
    3.9 out of 5 stars 7

About the authors

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  1. Leonard A. Schlesinger

    Leonard A. Schlesinger

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    Len Schlesinger is the Baker Foundation Professor at the Harvard Business School. He has served as a member of the Business School Faculty from 1978 to 1985, 1988 to 1998, and 2013 to the preset. During his career at the School he has taught courses in Organizational Behavior, Organization Design, Human resources management, General Management, Leadership and Service management in the MBA and Executive Education programs.

    Throughout his career Len has regulary transitioed between academic and managerial roles in the educational and business sectors. He served as President of Babson College from 2008-13, held a number of key executive and operating positions (ending as Vice Chairman and Chief Operating Officer) at Limited Brands (now L Brands) from 1999 to 2007, was a Professor of Sociology and Public Policy and Senior Vice President and Counselor to the President at Brown University from 1998 to 1999, and was Executive Vice President and Chief Operating Office at Au Bon Pain from 1985 to 1988.

    He has lectured and consulted on strategy, service quality, customer satisfaction, entrepreneurship, human resources and organizational change for over 200 major corporations, non profit organizations, governments and international leadership organizations around the world.

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  2. W. Earl Sasser

    W. Earl Sasser

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  3. James L. Heskett

    James L. Heskett

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