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Books and Articles of Interest


Below is a list of books and articles we have in our libraries. They are listed alphabetically. To see only those books and articles associated with a category, click on the category you are interested in on the right. Those books and articles that we have reviewed have an icon inviting you to read the review.

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25 Latest Articles

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P07 - Accountability

Where it all started

The Balanced Scorecard - Translating Strategy into Action
by Robert S. Kaplan and David P. Norton
1996 Havard Business School Press

The first in their series on the ground-breaking approach to measurement and accountability. A must-read primer for those considering a Balanced Scorecard implementation or joining an organization that uses the Balanced Scorecard.

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A model of change that works

The Heart of Change
By John P. Kotter, Dan S. Cohen
Harvard Business School Press, 2002

A position that just makes sense

This follow-up to Leading Change (Harvard Business School Press, 1996) in which John P. Kotter described an eight step process for leading effective, large scale change, provides strong and compelling evidence that the process works. From the very first sentences of the book the authors state their position:

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Myths you can't live without

Loyalty Myths
By Timothy L. Keiningham
Terry G. Vavra, Lerzan Aksoy and Henri Wallard
John Wiley & Sons, Inc., 2005

53 myths that prove what we already know but sometimes forget

We live and work in a complex world where the simple answer may be right, but needs scrutiny. Loyalty programs have been all the rage since the frequent flyer programs brought green stamps (ok, we’re dating ourselves – go here if you want to know what they were) into the 20th century. Every b-to-c industry has them, and many b-to-b companies do also. As the authors point out, the support industry for these programs is huge, and many of the simplistic arguments used by the industry to sell their products and services are not supported by a thorough examination of the facts . . . all of them.

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You're not in Kansas anymore

The Oz Principle - Getting Results Through Inidividual and Organizational Accountability
by Roger Connors, Tom Smith, Craig Hickman
1994, 2004 Portfolio

Substance and an engaging read. Good as far as it goes . . . think about carrying these concepts to the idea of the accountability/innovation cycle which drives the internal innovation engine. Be sure to get the revised and updated version published in 2004.

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What We're Reading

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CUSTOMER RELATIONSHIPS
BUYING CYCLE
CUSTOMER - FACING STRATEGIES
BEST WAYS TO SERVE THE CUSTOMER
YOUR PEOPLE
CHANGE
ACCOUNTABILITY
INNOVATION
PROCESS AND TECHNOLOGY
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