Category Archives: Uncategorized

PMO

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Programme Management Office

Assessing the appropriate level of project, program and PMO structure from PMI Library

Setting up a PMO

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The Project Management Office: A component approach for implementing a PMO from PMI Virtual Library

Effective PMO

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PMO Status Report

PMO Charter

Customer Experience Management

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2009 CEM Benchmark Study Results
WOW Brands Book
Flying High on Customer Service
Exceptional Service
Accelerating Success Brochure
2009 Customer Experience Consumer Study

Kano Model

Kano Model

Four Elements of Customer Service Strategy (by StudyMarketing.org)

  • Service Reliability
  • Service Surprise
  • Service Recovery
  • Service Fairness

    • GLACIER framework – creating value through sustained performance improvement

  • Growth – reward for providing service solutions that customers truly want
  • Leadership – handling complexity, technological advancements and inspiring people
  • Acceleration – measures how fast you boost ‘rate of improvement’
  • Collaboration – all departments must function in alignment
  • Innovation – sparks new improved services (and relies on employee engagement)
  • Execution – delivery quality services, efficiently and cost effectively
  • Retention – keeping profitable customers through superior service

    • Recommend Reading

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    Change Management

  • Switch by Chip and Dan Heath
  • Made to Stick by Chip and Dan Heath Resources:mts-made-to-stick-chapter1
  • Leading Change by John Kotter
  • Gaining Buy-in by John Kotter
  • Our Iceberg is Melting by John Kotter
  • A sense of Urgency by John Kotter
  • Change the Culture Change the Game by Roger Connors and Tom Smith
  • Borrowing Brilliance by David Kord Murray

    • Customer

  • The 24-Hour Customer by Adrian C. OTT
  • Employee First, Customer Second Vineet Nayar
  • The Best Service is No Service Bill Price an David Jaffe
  • Delivering Happiness by Tony Hsieh

    • Communication

  • Jelly Effect by Andy Bounds
  • Improve Your Communication Skills by Alan Barker

    • Decision Making

  • Harvard Business Review – Making Smart Decisions
  • Edward De Bonos – Thinking Course

    • Facilitation

  • Visual Meetings by David Sibbet
  • Game Storming by Dave Gray, Sunni Brown and James Macanufo

    • Influencing

  • Straight to Yes! by Haider Imam

    • Innovation

  • The Lean Startup by Eric Ries
  • Imagine how creativity works by Jonah Lehrer
  • Tinkertoys by Micael Michalko

    • Leadership

  • The first 90 days by Michael Watkins
  • The fifth discipline by Peter Senge

    • Psychology

  • Thinking Fast and Slow by Daniel Kahneman
  • Blink by Malcolm Gladwell
  • The Chimp Paradox: The Mind Management Programme to Help You Achieve Success, Confidence and Happiness by Dr Steven Peters

    • Presentations/Presenting

  • The Presentation Coach by Graham Davies
  • Presentation Zen by Garr Reynolds
  • Slide:ology by Nancy Duarte
  • Resonate by Nancy Duarte

    • Presence

  • Presence – How to Use Positive Energy for Success in Every Situation by Patsy Rodenburg

    • Project Management

  • One Minute Project Managerby Clark A Campbell

    • Programme Management

  • Program Management by Michel Thiry
  • Thinking and acting as a great programme manager by Sergio Pellegrinelli
  • Handbook of Program Manager by James T Brown
  • Managing Successful Programmes TSO

    • Simplicity

  • Simplicity by Edward de Bono

    • Teams

  • Overcoming the five dysfunctions of a teamby Partrick Lencioni

    • Time Management

  • Eat That Frog by Brian Tracy