Product Description
Work for yourself in the company of dogs. Enter the new and growing field of dog daycare! Whether just starting your daycare career or a seasoned veteran in the industry, this book provides proven techniques to give you a blueprint for success. You will discover - Basic information for starting a dog daycare including business resources, licensing information, zoning guidance, and legal, financial, and insurance concerns for the daycare owner. - Forms and record-keeping materials needed to operate a daycare. - How to provide a safe and stimulating environment that keeps the dogs healthy and happy and the staff safe. - Optional money-making services that daycare centers can provide. - Ideas for cost-effective marketing of the daycare business. - Troubleshooting ideas including how to handle clients with aggressive dogs, dealing with contagious diseases and expelling dogs from daycare. - How to monitor the relationships within a pack of dogs and identify control measures that can be used to maintain stability.
Customer Reviews:
Great Seller--Great Service.......2007-06-08
The book came in warp speed and was even better than described.
excellent book!.......2007-05-05
Robin really knows the daycare business and if you are even remotely considering this challenging but rewarding field, this book is a must for your library!! some additional advice... (my pet business dot com) offers a Doggie Daycare bundle featuring Robin's DVD along with some additional business information ;)
GREAT INSIGHTS!.......2007-01-09
Bennett does and excellent job of giving an overview of how to run a daycare facility. I have found this book insightful and useful in my day-to-day operations.
Excellent resource!.......2006-12-25
I got this book to learn about the dog daycare business and it has great tips and ideas that the average person wouldn't think about. I learned a great deal about dog daycares and how to set one up. The author is definitely very well versed in the business and I don't doubt her credibility in the business.
The ONLY disappointing thing about this book is the number of grammatical errors like: if instead of in, an instead of as, etc. Things that spell check doesn't recognize.
I would highly recommend this book to anyone seeking information on the dog daycare business, the only downfall is the need for a better proofreader.
An easy-to-use guide to the lifestyle and obligations of a dog daycare services owner.......2006-03-12
All About Dog Daycare: A Blueprint For Success is an easy-to-use guide to the lifestyle and obligations of a dog daycare services owner. With All About Dog Daycare presented as a "user-friendly" introduction and exploration of everything necessary to get started. The reader will discover and understanding of the basic and general information needed to start a dog daycare including licensing zoning, guidance and legal, financial, and insurance concerns for the daycare owner, forms and record-keeping materials needed to operate a daycare, how to provide a safe and stimulating environment that keeps the dogs healthy and happy, optional money-making services that daycare centers may provide, troubleshooting ideas, how to deal with aggressive dog's owners, expulsion issues, and how to monitor relationships with certain groupings of dogs and identify control measures that can be used to maintain stability. All About Dog Daycare is very strongly recommended to all aspiring dog daycare owners, as well as the general dog owners seeking good day care arrangements for their animal companion.
Book Description
Lift Your Vision High
Vision is a preferred future. A destination. Vision always stands in contrast to the world as it is. Visioneering, according to bestselling author Andy Stanley, is âa clear mental picture of what could be, fueled by the conviction that it should be.â With warm, down-to-earth practicality, Andy Stanley explores the ordinary life of Nehemiah and his God-given vision for accomplishing the extraordinary. He shows how the life of this great ancient visionary, determined to rebuild the ruined walls of Jerusalem, reveals principles that can prepare us to find and follow God’s multifaceted vision for our own lives. Now this bestseller is again available in an attractive, affordable paperback!
Everybody ends up somewhere in life.
You can end up somewhere on purpose!
Visioneering is the engineering of a vision. It’s the process one follows to develop and maintain vision. âVision,â writes Andy Stanley , âis a clear mental picture of what could be, fueled by the conviction that it should be.â
In the bestselling Visioneering, Stanley builds a compelling case for the necessity of a clear, God-ordained vision for each of the roles of your life. Whether you’re a parent with a vision for your children or a CEO pursuing a corporate vision, Visioneering is the perfect tool to help you develop and maintain God’s unique purpose for your life.
âVisioneering is the best book on vision I’ve seen. It will put you on track to discovering God’s purpose for your life. In my course âThe Vision of the Leader,â I quote from Andy’s book more than any other. Visioneering should be on the bookshelf of every pastor, business leader, and parent in America . I heartily endorse it!â
âDr. Bruce Wilkinson ,
Chairman, Dream for Africa
Story Behind the Book
Andy Stanley, the pastor of more than 15,000, knows a lot of people, and is well aware of the overwhelming and mutual desire nearly every Christian holds to find and fulfill God’s purpose for their lives. This book was written to stir these hearts and move people forward by providing tangible steps to getting from Point A to Point B. âAs Christians,â states Stanley, âwe do not have a right to take our talents, abilities, experiences, opportunities, and education and run off in any direction we please.â This book was written to provide a specific plan for going in the right direction. It truly is âGod’s blueprint for developing and maintaining personal vision.â
Customer Reviews:
A great read for future business and community leaders.......2007-08-26
I enjoy Andy's writing style and he has done a great job on Visioneering.
By adding a practical blueprint for creating your personal vision, Andy also lays out a path for creating a business vision. His views on lining up your business vision with your personal vision makes a lot of sense. As an entrepreneur who is now mentoring several business leaders and speaking around the world, I know how difficult it is to keep your business vision aligned with your personal vision and goals. This book really helps. There is no reason to put your life balance asside as you climb the business ladder. Check it out.
...this book is still a reasonably good book on personal strategic planning!.......2007-02-22
Visioneering: God's Blueprint for Developing and Maintaining Personal Vision
by Andy Stanley
This is essentially the paper-pack version of the author's earlier hard-back book bearing the same title. My copy of the hard-back was published in 2001.
With due respect & from a secular standpoint, - subtracting all the religious connotations in the book -, I want to say that this book is still a reasonably good book on personal strategic planning.
In particular, I like the author's definition & point of view: "Vision is a preferred future. A destination. Vision always stands in contrast to the world as it is. Visioneering is a clear mental picture of what could be, fueled by the conviction that it should be."
Also, among the eighteen chapters, Chapter 13: 'Moral Authority' is certainly an interesting chapter to read, as it is a material departure from most, if not all, visioning or visioneering books!
I reckon this book will appeal more to those readers with a Christian background. I had originally bought this book without realising it (in reality, I had overlooked the secondary title on the book cover), but I have no regrets.
Own it! What are you waiting for?.......2006-08-25
This book has changed my personal and ministerial life as a pastor. You don't have to be a pastor to appreciate this work. Whoever you are and wherever you are, this book is for you. Life will never be the same for you.
Book Description
Written by leading corporate psychologists YSC, Meaning Inc. outlines why some organizations are flourishing in the 21st century while others are failing. The book suggests that what employees, society, and customers want from organizations is changing rapidly, and that successful organizations recognize and respond to these shifts. Based on interviews with over 10,000 managers globally as well as inspiring case studies from the Tata Group in India, Starbucks, Diageo, Sainsbury's, Goldman Sachs, and many more, the book identifies the creation of meaning as the key task for companies to address in the new world. It describes what this actually means, provides tangible solutions to how this can be achieved, and explains the benefits they might expect to gain from this strategy. The book also reaches beyond business to explore how meaning can drive success for nations and individuals.
Book Description
Lift Your Vision High
Vision is a preferred future. A destination. Vision always stands in contrast to the world as it is. Visioneering, according to bestselling author Andy Stanley, is âa clear mental picture of what could be, fueled by the conviction that it should be.â With warm, down-to-earth practicality, Andy Stanley explores the ordinary life of Nehemiah and his God-given vision for accomplishing the extraordinary. He shows how the life of this great ancient visionary, determined to rebuild the ruined walls of Jerusalem, reveals principles that can prepare us to find and follow God’s multifaceted vision for our own lives. Now this bestseller is again available in an attractive, affordable paperback!
Everybody ends up somewhere in life.
You can end up somewhere on purpose!
Visioneering is the engineering of a vision. It’s the process one follows to develop and maintain vision. âVision,â writes Andy Stanley , âis a clear mental picture of what could be, fueled by the conviction that it should be.â
In the bestselling Visioneering, Stanley builds a compelling case for the necessity of a clear, God-ordained vision for each of the roles of your life. Whether you’re a parent with a vision for your children or a CEO pursuing a corporate vision, Visioneering is the perfect tool to help you develop and maintain God’s unique purpose for your life.
âVisioneering is the best book on vision I’ve seen. It will put you on track to discovering God’s purpose for your life. In my course âThe Vision of the Leader,â I quote from Andy’s book more than any other. Visioneering should be on the bookshelf of every pastor, business leader, and parent in America . I heartily endorse it!â
âDr. Bruce Wilkinson ,
Chairman, Dream for Africa
Story Behind the Book
Andy Stanley, the pastor of more than 15,000, knows a lot of people, and is well aware of the overwhelming and mutual desire nearly every Christian holds to find and fulfill God’s purpose for their lives. This book was written to stir these hearts and move people forward by providing tangible steps to getting from Point A to Point B. âAs Christians,â states Stanley, âwe do not have a right to take our talents, abilities, experiences, opportunities, and education and run off in any direction we please.â This book was written to provide a specific plan for going in the right direction. It truly is âGod’s blueprint for developing and maintaining personal vision.â
From the Trade Paperback edition.
Download Description
God has crafted a unique vision for each of our lives, a voyage of great discovery filled with fantastic riches that are imbedded in the very journey itself. Yet few know where to begin this journey and fewer still know the questions to ask to get them on their way. With warm, down-to-earth practicality, Andy Stanley explores the ordinary life of Nehemiah and his vision for accomplishing the extraordinary. The astonishing concepts learned from Nehemiah are laid out in this practical guide that provides the direction, motivation, and encouragement for rising above the ordinary and realizing the unique vision that God has for you and you alone. Visioneering is a rare, life-changing book that speaks to the desire of every heart.
Customer Reviews:
Capture the Vision.......2007-04-10
This book has been a blessing to me. Andy has skillfully used the life of Nehemiah and has interwoven his own leadership experiences, while staying through to the Scriptures.
Every visionary needs to read this book. Every pastor needs to read this book. Everyone who is involved in ministry at some level needs to read this book. Buy and eat this volume, for you will find it sweet to the taste and satisfying to the stomach.
Decent........2006-10-06
Andy Stanley has established himself as one of the forefront leaders in today's church. In this text, Stanley argues that `vision' gives "significance to otherwise meaningless details of our lives", vision allows us to focus on a goal and a purpose (9). I would agree with Stanley that vision starts with a concern, or a `holy discontent'. From here, we let the vision mature, and we wait and pray before we act. This development is clear in the scripture of Nehemiah, which is the Biblical text and foundation through which Stanley makes his arguments. It is clear through the text that Andy Stanley had done his exegetical homework; the theme of Nehemiah's leadership strategy is well threaded throughout this book. We see that Nehemiah was patient with his vision, and through prayer and patience he saw it come to pass. It is good to notice that "every God ordained vision appears to be impossible" (41). This is the point, knowing that God always has you where He wants you, and is a "master strategist" as Stanley argues. This is why `the `what' always precedes the `how', "often you will know the what before you understand the how" (55).
I am glad that Stanley never looses focus on God, in the `what' and the `how' of life's problems. Faith is an essential ingredient to the God ordained visions He gives His people. "Embracing and owning a vision is in itself an act of faith" (63), but it is important to investigate the vision. Stanley contends that investigation confirms the `divine origin' of the vision. Investigation gives the visionary more definition and focus in being God's worker who works towards the outcome. Investigation also `tips you off' to whether the vision is `of God' in the first place. Once these steps have taken place, it is important to `cast' this God ordained vision to the people who are going to help in the process of bringing this vision to fruition. Stanley gives `four components' of effective vision casting, realizing that there is a problem, looking for a solution, articulating the reason something must be done, and finally, proving why something must be done now! "After all, a vision is a solution", therefore it must be clearly cast so that others will buy into the vision (90).
In chapter nine, Stanley departs from the storyline just a bit in order to explore the implications of words. Words can be powerfully used for good or for evil, to build or destroy. Stanley writes to show the reader that we, as leaders, cast vision all the time in how we talk and live in our `everyday' setting. This is a very practical and helpful section of this book. Along with respect and position comes accountability and influence. Every situation and dialogue we enter into has impact on the people around us, and can be used to `play to the strengths' of those around us. This is a very insightful observation because it shows us the implications of day to day contact with others. Stanley quotes John Maxwell as saying "people buy into the leader before they buy into the vision, and people buy into the vision after the leader buys it". This will often cost sacrifice on the leader's part, and faith that God will provide strength and confidence as you pursue His vision.
Stanley then moves towards an understanding of criticism. Along with visions comes criticism. Visions are often seen as a threat to the way things have always been done and they aggravate the insecurities of those who do not want change. However, it is important to understand that without friction, there is no movement. Stanley calls the readers to respond to criticism with prayer, remembrance, and if necessary, a revision of the plan (160). There is also the importance of keeping the people aligned with the vision. "Regardless of how effectively you cast your vision initially, eventually some team member will work his way out of alignment", and visions tend to die in an environment of division (165). To ward off such division the leader must lead by influence, this is far more important than position. Stanley argues that maintaining moral authority is more important than the vision itself, (184) never breach your integrity. The proposed `recipe' for moral authority is character, sacrifice, and time (190-194). As the leader, it is also important that you avoid distraction. Remember, people are following you.
In the last few chapters, the focus becomes more and more refined on God's purposes for vision. The success that God gives us is not for our sake, but for His glory. "God's ultimate plan for your life reaches beyond your life" and becomes a "beacon in a world that desperately needs to see something divine, something clearly not of this world", namely, the glory of God (225). God always reveals himself in the midst of visions He has authored. "The end of a God inspired vision is God", but we must be careful, lest we want to take credit ourselves (245). It is true that the notion of a credit taking God is uncomfortable, but it is only logical. Never lose the sense of the divine nature of God's work through your life. God's glory is His ultimate agenda (270).
Andy Stanley's "Visioneering" is one of the great modern works in helping leaders define `vision' as it pertains to their lives. He has provided a great tool in helping the reader refine, develop and maintain God's specific purpose in his/her life. Overall this was a good read, easy and understandable. I am pleased that there is a God-centered taste to this book, even though at times the book tends to lean towards the self-help category of writing, it eventually comes back to God.
A great book on Christian leadership..........2006-07-23
In contrast to many books on leadership, even those written by Christian leaders, Andy Stanley manages to draw out over a dozen key principles from the story of Nehemiah's journey in leading the people of Israel to rebuild the walls of Jerusalem. I have appreciated some of those more secular leadership books, including Stanley's "Next Generation Leader," as I have tried to development my own skills, but I found his biblical approach here to be refreshing.
I used the audiocassette version of this book, which was read by Andy Stanley and presumably significantly abridged. So, I cannot attest to the entire text of the book. However, even in bulleted form with the key points highlighted in the audio version, there was much wisdom to glean from Stanley's analysis of Nehemiah.
I highly recommend this leadership book, particularly for leaders within the church, and I look forward to listening to it again!!
This Book Has It All.......2006-06-12
Most leadership books focus on a specific portion of leadership (i.e. competency or character, method or motive, personal or public, etc.) In so doing these books almost guarantee enthusiastic support from like minded persons and criticism from others.
VISIONEERING is more balanced than most. The book's subtitle is very accurate. "God's blueprint for developing and maintaining personal vision." This book is based on Scripture and attempts to follow God's definition of leadership. This book is extremely practical in offering advice on developing and maintaining vision. This book delves deeply into the personal character of the leader. This book offers concrete guides for a vision that yields public impact. In short, this book may not go as deeply as any one person may like, but everyone should accept it. More importantly, every Christian leader should be stretched by it.
SUGGESTION: Because of its balance and ability to stretch people this is the probably the next book I will take our entire church leadership team through. If you are looking for a book to offer to your leaders, this is a good one. I suggest that each pastor buy a copy of this book for board members and take them through it as a small group discussion guide. It will help the board members understand the pastor, support the pastor better, and will also make the board members better leaders in their own ministries.
A seminal work!.......2006-04-18
Few authors have the skill of presenting biblical truth in such practical dress! Andy Stanley has hit a home run. I have read this book twice, a year apart, and have catalogued over 30 cross-referenced topics from its pages.
From the Old Testament Book of Nehemiah, Stanley propounds 20 building blocks for discovering, articulating, and growing vision in personal life. The book has 18 projects, one following each chapter, most of which were personally helpful.
While being a Bible based book, this work has direct practical application that will fit nearly any kind of vision in any field. It moves to that rare highest category in my library: a five star must read!
Book Description
Praise for The 11th Element
"Bob has cracked the code on how to produce business breakthroughs at breakneck speed by tapping into The 11th Element. I consider The 11th Element to be a 'must have' for all executives, managers, network marketers, and entrepreneurs who want to create and increase their wealth and personal freedom."
-From the Foreword by Robert Allen
Author of The One Minute Millionaire and Multiple Streams of Income
"The 11th Element teaches you the valuable skill of asking for assistance from your 'Inner CEO' to improve your decision making. Napoleon Hill explored this principle in Think and Grow Rich, and Scheinfeld takes it to a new level."
-Ken Blanchard
Coauthor of The One Minute Manager(r) and Big Bucks!
"Bob Scheinfeld gives his readers an extremely valuable ally to help them achieve impressive success. It's an ally that readers have had all along but has escaped their awareness. After you complete The 11th Element, you'll be aware of it and able to use it to maxim ize your effectiveness. You'll love the book but hate yourself for not realizing that you had this ally right from the start."
-Jay Conrad Levinson
Author of the Guerrilla Marketing series of books
"Fascinating! Read it twice. Scheinfeld presents a thought-provoking exploration on what it takes to succeed on a massive scale."
-Randy Gage
Author of Prosperity Mind
"A major business breakthrough . . . a masterpiece for anyone wondering why results eluded them before. Remarkable."
-Dr. Joe Vitale
Bestselling author of Spiritual Marketing and The Greatest Money-Making Secret in History!
"Profound, absorbing, and like nothing written before about wealth and success. The 11th Element shows you specific, practical ways to tap into a powerful new source of support to receive a quantum boost in power you can use to fuel the growth of your business and your quality of life."
-Gay Hendricks, PhD
Author of The Corporate Mystic and Conscious Golf: The Three Secrets of Success in Business, Life and Golf
Customer Reviews:
More than just prayer.......2007-10-18
I read this book quite some time ago and it's one of the handful of books I've continued to use routinely. The methods that are taught are very helpful for people who tend to be visual, like myself.
In fact, the one "problem" I seemed to have with prayer, was that I couldn't see it - there was nothing tangible to keep my eye on. But I noticed that once I began using the system outlined by Robert Schienfeld in this book, I feel much more confident in what I ask the Universe to help me with and much of what I've requested - whether significant or minuscule has come to pass. For me, it has been like prayer on overdrive.
I created a simple template in Word that I fill out every time I have a request and put it into a binder. Might not be everyone's cup of tea, but it certainly works well for me.
The best advice I can give is to try the book for yourself and see what happens.
Have a talk with your Inner CEO.......2007-06-12
The 11th element is about tapping into your Inner CEO, aka your intuition, and accessing the invisible network for guidance and success in your life. Techniques include naming your Inner CEO, and communicating by talking and writing letters to your 'IC' and stating what it is you think you want or need based on the limited perspective of your concious mind, and if that's not in line with your inner CEO's plan for you, then you ask for something even better. This explains that even though we are mostly unconcious of it, our Inner CEO is constantly working, orchestrating and planning behind the scenes on our behalf.
The author gives a plethora of examples of famous successful people who have made it to where they are because of listening to their Inner CEO.
I listened to this book on cd, and enjoyed it. Listening to John McDonough's narration of this with his softened scruffy voice made me feel like I was sitting down listening to God give me advice. Although I enjoyed the cd, I think that having the book would be more helpful in that you could go back and re-read or highlight certain areas that are of interest and especially for reading over the author's sample letters. It's good to have on cd though, for when you're traveling maybe to and from work so that you can absorb the information.
Nothing new here.......2007-02-03
Same old stuff from the '80s, just shrewdly packaged and marketed. I agree with the reviewer that said "Didn't we used to call this prayer?" My sentiments exactly!
A deeper perspective.......2007-01-16
The 11th Element provides a deeper perspective on the issues than I have seen before. And Scheinfeld provides a practical method for applying this in your daily life. It's great.
I really used the book and it worked.......2006-07-17
It is really funny and you see it again and again with self help books: people review the book, praise or pan it, but never ever tell you if they used it or it worked for them.
Robert Scheinfeld has two books out and a fairly expensive "on line course" that is more advanced. I have only used the books.
I used the 11th element book.
His other book, which I own, is the same thing, BUT the topics of the sample letters in the books are different. The 11th Element is about making money, paying debt, getting jobs and the other book is more about personal growth. But the way you make requests is the same, so once you get the format down, you are fine.
So I would say, buy one book and use it. If it works, buy the other book because seeing sample request in the area you wish to work on helps.
ABOUT THE BOOK
In essense he has you write a letter to your Higher Self or "Inner CEO" or subconsious (SC).
I think ONE of the reasons it works is because unlike other books, he educates your SC how to help bring things about (unlike another school of thought which says that your SC or higher self knows all and can get all).
Though not highlighted, that is what is NEW in this book, IMO.
Using the book, which is really about manifesting your hearts desire and I got a number of things: Women, women, creative concepts, jobs, and a series of outcomes that I asked for.
For Scheinfeld, when you ask: you must be clear and if you do not get your desire answered (having been clear and used his form letter for requests), it was answered anway because you make the request to your inner CEO for what you want, "or even something better". So something not happening, he would say, is for the best.
Some may not like this answer and I find it very limiting. But what I listed above was stuff I did ask for in a very specific way that came to be.
I gave the book to a friend, and she got wealth and reduced gliches in her life.
Reading the book, by the way, is the MOST work you will have to do with his system. So you have to wonder about the reviewers who read the book but did not follow up.
Here is what I did: I set up an e-mail for my inner-CEO. Each request I wrote was a simple, because I cut and pasted out of previous letters some of the standard language I had used before in other manifestation requests.
Book Description
Praise for Building Better Boards
"Building Better Boards bridges the gap between talk and action. A must-read for board members, CEOs, governance experts - really for anyone who cares about the future of the corporation."
—Anne M. Mulcahy, chairman and CEO, Xerox Corporation
"Building Better Boards covers all the key issues facing boards in the post-Sarbanes-Oxley era. It provides practical advice based on the authors' wide-ranging experience with major companies that have built successful boards."
—Marty Lipton, Wachtell, Lipton, Rosen & Katz
"This important new book uses concepts gleaned from the collective wisdom of our Blue Ribbon Commission on Board Leadership and adds practical, real-world board examples. The section on crisis management is particularly helpful."
—Roger W. Raber, president and CEO, National Association of Corporate Directors
"This book provides a comprehensive review and effective guide to making any board an effective team, and thus an asset, for their company."
—Richard H. Koppes of Counsel, Jones Day, and former general counsel, CalPERS
"A balanced, insightful, thoughtful, and, above all, useful look at what can be done to create excellent boards."
—Edward E. Lawler III, director, Center for Effective Organizations, Marshall School of Business, University of Southern California
"Improving board effectiveness is easier said than done. Building Better Boards lays out the how-tos in a clear and compelling way that is of practical value for directors and CEOs alike."
—Kenneth W. Freeman, former chairman and CEO, Quest Diagnostics Inc.
Download Description
Praise for Building Better Boards ""Building Better Boards bridges the gap between talk and action. A must-read for board members, CEOs, governance experts - really for anyone who cares about the future of the corporation."" Anne M. Mulcahy, chairman and CEO, Xerox Corporation ""Building Better Boards covers all the key issues facing boards in the post-Sarbanes-Oxley era. It provides practical advice based on the authors' wide-ranging experience with major companies that have built successful boards."" Marty Lipton, Wachtell, Lipton, Rosen & Katz
Customer Reviews:
Must-Read for Today's Business Executive and Shareholders Alike.......2006-01-31
With the increased scrutiny on company accounting practices, executive compensation, and the Board's role in setting strategy, this book on corporate governance is an extremely timely and important one. The authors thoughtfully detail the issues Boards face, how best to work with CEOs and plan for their successor, and develop strategies for effective leadership. There's even a section on Boards for companies outside the U.S., which I found extremely valuable.
For anyone interested in how Boards work and the steps they need to take going forward (and I think any shareholder should be), this is essential reading. Highly recommended.
Thoughtful and timely.......2006-01-30
This is a superb book. Comprehensive and well-written, it addresses a vitally important topic with innovative ideas and practical solutions. In a field increasing crowded with prescriptions for solving the dilemmas of corporate governance, Building Better Boards stands out as a book worth reading.
Product Description
In the current economy, IT managers must find creative approaches to improve IT services with reduced funding and fewer resources. In an effort to assist IT managers, The Help Desk Audit: Blueprint for Success identifies critical areas of weakness within the support environment and provides practical, step-by-step improvement strategies. Developed originally as a workshop, this book contains audits in all critical areas of the support organization including: Help Desk Foundation, People, Process, Tools and Customer Relationship Management. Each audit rates the maturity of the support organization: Advanced, Mature, Emergent or Immature. This do-it-yourself audit and improvement process provides the framework and guidance to enhance the support organization's ability to ensure customer success. Focus is placed upon cross-functional improvement teams, senior management buy-in, and the development of critical success factors and measurements. Each audit has five steps: assess, compare, plan, implement and assess. The assessment process begins with an audit of each functional area of a support organization and compares your responses to best practices to provide an organizational maturity rating. If a need for improvement is identified, the planning stage provides detailed information on how to launch an improvement project. This is followed by implementation and the measurement of the established success criteria. The book was written by Julie Mohr, a well-known industry speaker on the topic of support service improvement. Her workshops at the Help Desk Institute and Support Services conferences are full of enthusiasm and always well-attended. Ms. Mohr has 14 years of IT experience with 8 years of progressive management responsibility. Ms. Mohr is a managing consultant for Alternative Resources Corporation and is responsible for developing client-specific deliverables for IT service improvement strategy. She is a graduate of The Ohio State University with a degree in
Customer Reviews:
Great Practical Guide for improving your helpdesk.......2006-07-11
I am no longer a support manager. However, when I was managing a support department, this book was extremly helpful. It is an excellent source book for consultants as well as managers. It needs some updating related to ITIL.
Great Tool.......2006-02-27
This is a great blueprint. I would recommend it to anyone needing to assess their current Help Desk structure.
Essential resource for help desk managers (and consultants).......2004-03-07
If you manage help desk or service desk operations this book is an essential tool for achieving the best possible level of efficiency and customer satisfaction. I recommend also getting the companion CD titled, "The Help Desk Audit Toolkit" (ISBN 0974080810), which contains the forms and other artifacts used in this book.
The author approaches help desk process improvement through an audit process that examines key process areas (or lack thereof), and leads you through the audit to determine at which level of maturity your current operation is at - and what is required to get you to the optimum level based on your budget and organization.
The audit process itself is a straightforward five-step process that consists of:
1 - Assess
2 - Compare
3 - Plan
4 - Implement
5 - Assess (adjust is a better way of looking at this step)
The areas covered are thorough and address all of the key aspects of help desk operations. These areas are divided into blocks and specific areas, which are:
BLOCK 1 - Foundation. Mission/Vision, Structure and Products and Services Provided.
BLOCK 2 - People. Staff, Performance Metrics, Training and Staff Development.
BLOCK 3 - Process. Call Handling, Problem Management and Problem Escalation.
BLOCK 4 - Tools. Tools & Technologies, and E-Support and Knowledge Management Enhancements.
BLOCK 5 - Customer Management. Service Level Management, Customer Satisfaction Measurement, and Customer Communication Process.
The cycle in each block's specific area is to gather information, determine where on the maturity scale you are (immature, emergent, mature or advanced), and devise an improvement strategy. The aggregate of results from each block is used to determine your overall maturity rating.
If you are implementing ITIL, trying to improve your help desk operational efficiency, or just want to benchmark your operation against best practices, this book is the primary resource to which you should turn. Also, BLOCK 5 is applicable to call centers of companies that are implementing ISO 9001:2000 because of that standard's emphasis on measuring customer satisfaction. Finally, if ITIL is important, the key areas and approach align nicely to service desk operational areas.
Excellent roadmap. I use it in all assessments.......2003-09-19
As an Information Technology consultant I have executed many Help Desk assessments. I found this book by surfing the web: blueprintaudits.com. After reading the book, I have now incorporated the workbook in every assessment I do. I find that it is, by far, the most comprehensive audit technique. Not only does it provide weighted audit questions, but also it provides a roadmap for continuous improvement. I recommend this book to anyone who is interested in assessing their Help Desk and improving customer service.
Phyllis Marcus
Support Techniques
[website]
Excellent Resource for Helpdesk Professionals of Any Level!.......2003-05-04
As a customer service manager for a major federal agency I found this book to be an excellent resource to assist in the managing of day-to-day operations as well as plotting the path to implementing improvements throughout my organization. Clear, concise and directly to the point, the author is clearly in command of the relevant topics. It would cost an organization $10s of thousands of dollars if it was to retain a consultant with the depth of background and experience possessed by Ms. Mohr. I could not recommend this book more highly to helpdesk managers, customer service managers, and anyone interested in improving their ability to provide great service to their internal or external customers.
Amazon.com
After carefully studying hundreds of prosperous businesswomen, coresearchers (and twin sisters) Donna Brooks and Lynn Brooks identified a handful of specific skills and practices that were common to those at the top. Their Seven Secrets of Successful Women shows how finding a mentor, increasing visibility, understanding office politics, and other such activities can be employed for personal and professional advancement.
Book Description
What skills and strategies do women really need to be successful? Donna and Lynn Brooks profiled hundreds of professional women like Pat Schroeder, Jane Pauley, Toni Morrison and others less well known, but no less successful, to discover the key to their success. What they discovered is that a good education and hard work are simply not enough. They found that behind every working woman's success, whether she realizes it or not, is a common strategy essential skills that run up again and again--that lead to personal and professional fulfillment. This inspirational, thought-provoking and practical book provides women with an action plan for learning the 7 essential skills, as well as strategies for incorporating them into their daily lives. Easy-to-learn, when utilized together, these skills can propel any woman, in any type of job, at any level in the workplace, to career success. For every woman who wants to get ahead, The 7 Secrets of Successful Women is their roadmap to a successful future!
Download Description
Women and the Leadership Q reveals what many men have known all along: successful leaders come in all different shapes and sizes. The key isn't in gender, but learning how to leverage one's own style. To do this, women must accept, both intellectually and emotionally, their innate potential brilliance and blind spots of their own style.
Featuring Leadership Q-a 38-item, self-scoring, gender-neutral test, developed by Shoya Zichy and based upon the Myers-Briggs Type Indicator-women can identify which of the four profile groups best matches their personalities and then go on to explore which of the eight subsets, or specific leadership styles, applies to them. Bringing together a powerhouse team of leading Myers-Briggs test experts, Women and the Leadership Q includes exercises that help readers further refine their styles, build upon their strengths, and minimize their weaknesses. In addition, interviews and profiles of more than forty internationally well-known women illustrate the different groups and their leadership styles. Profiles include: Oprah Winfrey, Hillary Rodham Clinton, Margaret Thatcher, Madeleine Albright, Elizabeth Dole, Gloria Steinem, and many others.
Customer Reviews:
Interesting But Wordy.......2005-06-17
The Seven Secrets are thought provoking, but the Brooks sisters take 274 pages to say what could have been said in 100 pages. Also, the chapters veer off topic and spend considerable time discussing unfair treatment of women in the workplace.
A useful book for all working women.......2000-10-04
The first point that is interesting about this book is the acceptance of the differences between the attitudes of men and women regarding their obligations at home and at work. Realising how we have been brought up, in a way that makes networking, taking risks or finding mentors much easier for men, is an important step towards changing our own attitudes that stand on our way to achieving our goals. One more point of interest is that the book addresses women not only in the corporate sector, but its concepts can be easily applied to all areas of emloyment. The book is highly readable, with many examples and success stories. For those of us using vision aids, note that the book's lettering is well thought of, not large print but comfortable, which makes reading less complicated than the usual overcrowded format used in business books.
Average customer rating:
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Salon Promotions: Creative Blueprints for Success
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101 Salon Promotions
ASIN: 1562533509 |
Book Description
New beauty professionals will appreciate the ease with which they will be able to promote themselves and their salon with the solid marketing theory and step-by-step plans found in this book. Information on media advertising, planning a year long advertising campaign, maintaining promotion budgets and more will provide key elements for success.
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