Turn the Ship Around

Turn the Ship Around
Author: L. David Marquet
Pages: 272
ISBN: 9781101623695
Available:
Release: 2013-05-16
Editor: Penguin
Language: en

Explanation of the Book:

“One of the 12 best business books of all time…. Timeless principles of empowering leadership.” – USA Today "The best how-to manual anywhere for managers on delegating, training, and driving flawless execution.” —FORTUNE Since Turn the Ship Around! was published in 2013, hundreds of thousands of readers have been inspired by former Navy captain David Marquet’s true story. Many have applied his insights to their own organizations, creating workplaces where everyone takes responsibility for his or her actions, where followers grow to become leaders, and where happier teams drive dramatically better results. Marquet was a Naval Academy graduate and an experienced officer when selected for submarine command. Trained to give orders in the traditional model of “know all–tell all” leadership, he faced a new wrinkle when he was shifted to the Santa Fe, a nuclear-powered submarine. Facing the high-stress environment of a sub where there’s little margin for error, he was determined to reverse the trends he found on the Santa Fe: poor morale, poor performance, and the worst retention rate in the fleet. Almost immediately, Marquet ran into trouble when he unknowingly gave an impossible order, and his crew tried to follow it anyway. When he asked why, the answer was: “Because you told me to.” Marquet realized that while he had been trained for a different submarine, his crew had been trained to do what they were told—a deadly combination. That’s when Marquet flipped the leadership model on its head and pushed for leadership at every level. Turn the Ship Around! reveals how the Santa Fe skyrocketed from worst to first in the fleet by challenging the U.S. Navy’s traditional leader-follower approach. Struggling against his own instincts to take control, he instead achieved the vastly more powerful model of giving control to his subordinates, and creating leaders. Before long, each member of Marquet’s crew became a leader and assumed responsibility for everything he did, from clerical tasks to crucial combat decisions. The crew became completely engaged, contributing their full intellectual capacity every day. The Santa Fe set records for performance, morale, and retention. And over the next decade, a highly disproportionate number of the officers of the Santa Fe were selected to become submarine commanders. Whether you need a major change of course or just a tweak of the rudder, you can apply Marquet’s methods to turn your own ship around.

Leadership Is Language

Leadership Is Language
Author: L. David Marquet
Pages: 352
ISBN: 9780735217546
Available:
Release: 2020-02-04
Editor: Penguin
Language: en

Explanation of the Book:

Wall Street Journal Bestseller From the acclaimed author of Turn the Ship Around!, former US Navy Captain David Marquet, comes a radical new playbook for empowering your team to make better decisions and take greater ownership. You might imagine that an effective leader is someone who makes quick, intelligent decisions, gives inspiring speeches, and issues clear orders to their team so they can execute a plan to achieve your organization's goals. Unfortunately, David Marquet argues, that's an outdated model of leadership that just doesn't work anymore. As a leader in today's networked, information-dense business climate, you don't have full visibility into your organization or the ground reality of your operating environment. In order to harness the eyes, ears, and minds of your people, you need to foster a climate of collaborative experimentation that encourages people to speak up when they notice problems and work together to identify and test solutions. Too many leaders fall in love with the sound of their own voice, and wind up dictating plans and digging in their heels when problems begin to emerge. Even when you want to be a more collaborative leader, you can undermine your own efforts by defaulting to command-and-control language we've inherited from the industrial era. It's time to ditch the industrial age playbook of leadership. In Leadership is Language, you'll learn how choosing your words can dramatically improve decision-making and execution on your team. Marquet outlines six plays for all leaders, anchored in how you use language: • Control the clock, don't obey the clock: Pre-plan decision points and give your people the tools they need to hit pause on a plan of action if they notice something wrong. • Collaborate, don't coerce: As the leader, you should be the last one to offer your opinion. Rather than locking your team into binary responses ("Is this a good plan?"), allow them to answer on a scale ("How confident are you about this plan?") • Commit, don't comply: Rather than expect your team to comply with specific directions, explain your overall goals, and get their commitment to achieving it one piece at a time. • Complete, not continue: If every day feels like a repetition of the last, you're doing something wrong. Articulate concrete plans with a start and end date to align your team. • Improve, don't prove: Ask your people to improve on plans and processes, rather than prove that they can meet fixed goals or deadlines. You'll face fewer cut corners and better long-term results. • Connect, don't conform: Flatten hierarchies in your organization and connect with your people to encourage them to contribute to decision-making. In his last book, Turn the Ship Around!, Marquet told the incredible story of abandoning command-and-control leadership on his submarine and empowering his crew to turn the worst performing submarine to the best performer in the fleet. Now, with Leadership is Language he gives businesspeople the tools they need to achieve such transformational leadership in their organizations.

Turn the Ship Around

Turn the Ship Around
Author: L. David Marquet
Pages: 240
ISBN: 0241250943
Available:
Release: 2015-10-08
Editor: Portfolio (Hardcover)
Language: en

Explanation of the Book:

'David Marquet is the kind of leader who comes around only once in a generation ... his ideas and lessons are invaluable' Simon Sinek, author of Start With Why Captain David Marquet was used to giving orders. In the high-stress environment of the USS Santa Fe, a nuclear-powered submarine, it was crucial his men did their job well. But the ship was dogged by poor morale, poor performance and the worst retention in the fleet. One day, Marquet unknowingly gave an impossible order, and his crew tried to follow it anyway. He realized he was leading in a culture of followers, and they were all in danger unless they fundamentally changed the way they did things. Marquet took matters into his own hands and pushed for leadership at every level. Before long, his crew became fully engaged and the Santa Fe skyrocketed from worst t first in the fleet. No matter your business or position, you can apply Marquet's approach to create a workplace where everyone takes responsibility for their actions, people are healthier and happier - and everyone is a leader.

Turn The Ship Around

Turn The Ship Around
Author: L. David Marquet
Pages: 272
ISBN: 9780241250952
Available:
Release: 2015-10-08
Editor: Penguin UK
Language: en

Explanation of the Book:

'David Marquet is the kind of leader who comes around only once in a generation ... his ideas and lessons are invaluable' Simon Sinek, author of Start With Why Captain David Marquet was used to giving orders. In the high-stress environment of the USS Santa Fe, a nuclear-powered submarine, it was crucial his men did their job well. But the ship was dogged by poor morale, poor performance and the worst retention in the fleet. One day, Marquet unknowingly gave an impossible order, and his crew tried to follow it anyway. He realized he was leading in a culture of followers, and they were all in danger unless they fundamentally changed the way they did things. Marquet took matters into his own hands and pushed for leadership at every level. Before long, his crew became fully engaged and the Santa Fe skyrocketed from worst to first in the fleet. No matter your business or position, you can apply Marquet's approach to create a workplace where everyone takes responsibility for their actions, people are healthier and happier - and everyone is a leader. In his latest book, Leadership is Language, Marquet builds on what he teaches in Turn the Ship Around!, showing us how to lead our teams to success through the language that we use.

It s Your Ship

It s Your Ship
Author: D. Michael Abrashoff
Pages: 224
ISBN: 0446535532
Available:
Release: 2007-10-15
Editor: Grand Central Publishing
Language: en

Explanation of the Book:

Read this million-copy bestseller for leadership insights about top-down change to improve productivity in your business starting with the most important person: You. When Captain Abrashoff took over as commander of USS Benfold, it was like a business that had all the latest technology but only some of the productivity. Knowing that responsibility for improving performance rested with him, he realized he had to improve his own leadership skills before he could improve his ship. Within months, he created a crew of confident and inspired problem-solvers eager to take the initiative and responsibility for their actions. The slogan on board became "It's your ship," and Benfold was soon recognized far and wide as a model of naval efficiency. How did Abrashoff do it? Against the backdrop of today's United States Navy, Abrashoff shares his secrets of successful management including: See the ship through the eyes of the crew: By soliciting a sailor's suggestions, Abrashoff drastically reduced tedious chores that provided little additional value. Communicate, communicate, communicate: The more Abrashoff communicated the plan, the better the crew's performance. His crew eventually started calling him "Megaphone Mike," since they heard from him so often. Create discipline by focusing on purpose: Discipline skyrocketed when Abrashoff's crew believed that what they were doing was important. Listen aggressively: After learning that many sailors wanted to use the GI Bill, Abrashoff brought a test official aboard the ship-and held the SATs forty miles off the Iraqi coast. From achieving amazing cost savings to winning the highest gunnery score in the Pacific Fleet, Captain Abrashoff's extraordinary campaign sent shock waves through the U.S. Navy. It can help you change the course of your ship, no matter where your business battles are fought.

Turn the Ship Around

Turn the Ship Around
Author: L. David Marquet
Pages: 238
ISBN: 9781608323746
Available:
Release: 2012
Editor: Greenleaf Book Group
Language: en

Explanation of the Book:

The commander of the USS Santa Fe provides leadership lessons from his experiences in implementing an empowerment style of command, giving crew members more decision making authority and accountability, with a focus on accomplishments.

Turn Your Ship Around

Turn Your Ship Around
Author: David Marquet
Pages: 182
ISBN: 1591847532
Available:
Release: 2015-01-27
Editor: Portfolio Trade
Language: en

Explanation of the Book:

In Turn the Ship Around! (Portfolio, 2013), former U.S. Navy Captain David Marquet introduced a bold new approach to leadership, based on his experiences turning around the troubled submarine USS Santa Fe. Now Marquet returns with a workbook so readers can apply his methods to their own organisations. With extensive questions and exercises on how to delegate and inspire, this workbook will help readers build a work community based on personal responsibility and trust.

Leading with Purpose

Leading with Purpose
Author: Marc Koehler
Pages: 184
ISBN: 9780990792444
Available:
Release: 2015-08-24
Editor: SCB Distributors
Language: en

Explanation of the Book:

Imagine every employee...galvanized around a common vision and a shared purpose, treating the company as if it were their own, clearly understanding their specific role, managing the day-to-day chaos, and staying focused on the goals that matter most. Now imagine being the transformational and visionary leader of this company. Leading with Purpose gives you the blueprint to make this happen. It steps you through the creation of a simple, but powerful "one-page" plan and then shows you how to use it to develop an engaged and empowered team that collectively drives success, solves problems, and manages change. The book’s one-page plan coordinates with the Leading with Purpose online platform (www.leadwithpurpose.com) to which all readers get a free trial.

Get Your Ship Together

Get Your Ship Together
Author: D. Michael Abrashoff
Pages: 224
ISBN: 9781101216231
Available:
Release: 2004-12-29
Editor: Penguin
Language: en

Explanation of the Book:

Former U.S. Navy Commander Michael Abrashoff attracted worldwide media attention for his success in turning around a struggling ship, the USS Benfold—the subject of his acclaimed bestseller, It’s Your Ship. Since then, he’s been a fixture on the business lecture circuit, spreading an empowering message that any organization can be turned around with compassionate but firm leadership. Abrashoff never claimed to have all the answers. He also knew that there were plenty of other creative leaders in the navy, army, air force, marine corps, and even the coast guard who could teach businesspeople how to motivate, inspire, and get great results under pressure. So he asked around, found some fascinating people in every branch of the U.S. military and the business world, and interviewed them about leadership and teambuilding. The result is Get Your Ship Together—a book that will be just as valuable as It’s Your Ship. For example, Abrashoff introduces us to a working-class enlisted man who rose rapidly in the navy for his creative leadership under fire; an army platoon leader who fought in Afghanistan; the first woman to fly an Apache helicopter in combat; a former commander of the air force’s elite Blue Angels; and many other unsung heroes. Abrashoff distills their stories into fresh lessons that can be applied in the business world, such as: Make a contract with your people and honor it Develop your subordinates better so you can buy back a little quality of life Conduct the battle on your terms, not those of your adversary

Stop Being the Best Kept Secret

Stop Being the Best Kept Secret
Author: Curt Anderson
Pages: 262
ISBN: 173497530X
Available:
Release: 2020-06
Editor: B2btail
Language: en

Explanation of the Book:

An effective eCommerce strategy is no longer just a competitive edge for small business owners. It's a necessity. So what's holding you back from entering the exploding eCommerce market? Overwhelmed? Feel late to the game? Struggling to find someone you trust for guidance? Well, look no further-this book provides an eCommerce strategic roadmap that's all about you. Step by step, we'll focus on Manufacturing eCommerce Strategies and how they apply to your business. The ultimate goal is helping you "Stop Being the Best Kept Secret" while maximizing profit opportunities. You'll learn how to: Make a great first Webpression Dominate search results Get offensive (without offending) It's a privilege to join you on your eCommerce journey so let's get started on your path to success!

Leaders

Leaders
Author: Stanley McChrystal,Jeff Eggers,Jay Mangone
Pages: 480
ISBN: 9780525534389
Available:
Release: 2018-10-23
Editor: Penguin
Language: en

Explanation of the Book:

An instant national bestseller! Stanley McChrystal, the retired US Army general and bestselling author of Team of Teams, profiles thirteen of history’s great leaders, including Walt Disney, Coco Chanel, and Robert E. Lee, to show that leadership is not what you think it is—and never was. Stan McChrystal served for thirty-four years in the US Army, rising from a second lieutenant in the 82nd Airborne Division to a four-star general, in command of all American and coalition forces in Afghanistan. During those years he worked with countless leaders and pondered an ancient question: “What makes a leader great?” He came to realize that there is no simple answer. McChrystal profiles thirteen famous leaders from a wide range of eras and fields—from corporate CEOs to politicians and revolutionaries. He uses their stories to explore how leadership works in practice and to challenge the myths that complicate our thinking about this critical topic. With Plutarch’s Lives as his model, McChrystal looks at paired sets of leaders who followed unconventional paths to success. For instance. . . · Walt Disney and Coco Chanel built empires in very different ways. Both had public personas that sharply contrasted with how they lived in private. · Maximilien Robespierre helped shape the French Revolution in the eighteenth century; Abu Musab al-Zarqawi led the jihadist insurgency in Iraq in the twenty-first. We can draw surprising lessons from them about motivation and persuasion. · Both Boss Tweed in nineteenth-century New York and Margaret Thatcher in twentieth-century Britain followed unlikely roads to the top of powerful institutions. · Martin Luther and his future namesake Martin Luther King Jr., both local clergymen, emerged from modest backgrounds to lead world-changing movements. Finally, McChrystal explores how his former hero, General Robert E. Lee, could seemingly do everything right in his military career and yet lead the Confederate Army to a devastating defeat in the service of an immoral cause. Leaders will help you take stock of your own leadership, whether you’re part of a small team or responsible for an entire nation.

Change Leadership The Kotter Collection 5 Books

Change Leadership  The Kotter Collection  5 Books
Author: John P. Kotter,Dan Cohen
Pages: 877
ISBN: 9781625277909
Available:
Release: 2014-08-12
Editor: Harvard Business Review Press
Language: en

Explanation of the Book:

This impressive collection features the best works by John P. Kotter, known worldwide as the authority on leadership and change. Curated by Harvard Business Review, the longtime publisher of some of Kotter’s most important ideas, the Change Leadership set features full digital editions of the author’s classic books, including bestsellers Leading Change, The Heart of Change, and A Sense of Urgency, as well as “What Leaders Really Do” and his newly published book Accelerate, which is based on the award-winning article of the same name that appeared in Harvard Business Review in late 2013. Kotter’s books and ideas have guided and inspired leaders at all levels. He is the Konosuke Matsushita Professor of Leadership, Emeritus at Harvard Business School, an award-winning business and management thought leader, a successful entrepreneur, and an inspirational speaker. His ideas have helped to mobilize people around the world to better lead organizations, and their own lives, in an era of increasingly rapid change. This specially priced collection offers Kotter’s best practical advice, management insights, and useful tools to help you successfully lead and implement change in your organization—and master the art of change leadership.

I Have the Watch

I Have the Watch
Author: Jon Rennie
Pages: 114
ISBN: 1099487099
Available:
Release: 2019-05-20
Editor: Unknown
Language: en

Explanation of the Book:

When you're a leader, you have the watch.Through seven deployments commanding sailors in the complex and dangerous world of nuclear submarine warfare, Jon Rennie experienced a deep form of leadership. On a sub, there is no escape. No "after work." No home to commute to. You live and lead side-by-side with the crew, every day.What Rennie didn't realize was how much his time underwater prepared him to lead global industrial businesses and startups across multiple industries.Becoming a leader worth following begins--and ends--with people."This book cuts to the heart of the matter of leadership: it's all about people." Says Joshua D. Cotton, PhD, Founder and CEO, VetStoreUSAWith a special foreword by John Brubaker, Author of Seeds of Success, Rennie lays out a case for becoming a people-centered leader. Leaders have the watch. They are not only accountable for the results of the organization, but they are also responsible for the people who work for them. Leadership is a people business. The actions of a leader will have a deep impact on the lives and careers of the people they are responsible for.Natasha Goldstein, Founder and CEO, The Accountkeepers says, "As the founder of a fast-growing, people-based business, I could not put this book down. Unlike any other book on leadership I've read, Jon boils it down to what really matters: how you treat people."Great leaders know that employees who are respected, appreciated, and are given the chance to grow will go the extra mile for your organization. This book provides real-world leadership wisdom written from a hands-on perspective. If you want to be a more effective leader, this is the one book you should read this year."Start becoming a better leader today by reading this book." Says Heather Eason, Founder and CEO, SELECT Power Systems

Fishbowl

Fishbowl
Author: Bradley Somer
Pages: 304
ISBN: 9781466861701
Available:
Release: 2015-08-04
Editor: St. Martin's Press
Language: en

Explanation of the Book:

A goldfish named Ian is falling from the 27th-floor balcony on which his fishbowl sits. He's longed for adventure, so when the opportunity arises, he escapes from his bowl, clears the balcony railing and finds himself airborne. Plummeting toward the street below, Ian witnesses the lives of the Seville on Roxy residents. There's the handsome grad student, his girlfriend, and the other woman; the construction worker who feels trapped by a secret; the building's super who feels invisible and alone; the pregnant woman on bed rest who craves a forbidden ice cream sandwich; the shut-in for whom dirty talk, and quiche, are a way of life; and home-schooled Herman, a boy who thinks he can travel through time. Though they share time and space, they have something even more important in common: each faces a decision that will affect the course of their lives. Within the walls of the Seville are stories of love, new life, and death, of facing the ugly truth of who one has been and the beautiful truth of who one can become. Sometimes taking a risk is the only way to move forward with our lives. As Ian the goldfish knows, "An entire life devoted to a fishbowl will make one die an old fish with not one adventure had." Bradley Somer's Fishbowl is at turns funny and heartbreaking and you will, no doubt, fall in love with his unforgettable characters.

Welcome to the Circus

Welcome to the Circus
Author: Rhonda Douglas
Pages: 192
ISBN: 9781460405123
Available:
Release: 2015-02-20
Editor: Freehand Books
Language: en

Explanation of the Book:

Rhonda Douglas's debut collection dazzles with its daring and dangerous prose. Welcome to the Circus, where every moment is a tight-rope act, precariously balancing on the edge of destruction. In these stories, a choir processes its collective grief at the loss of one of its members to cancer; a teenage boy marks himself with the poetry of John Donne; God explains the collapse of the cod fishery; Mata Hari stands trial; and two sisters try to reconcile their respective places in the family porn emporium business before everything blows up. These ten strikingly original stories explore love and escape—how we escape to love, escape through love, and escape ourselves and hold on to love. Together, the stories of Welcome to the Circus highlights the acrobatic circus acts we all learn to perform.

When Prophecy Fails

When Prophecy Fails
Author: Leon Festinger,Stanley Schachter
Pages: 215
ISBN: 9781625589774
Available:
Release: 2013-04-01
Editor: Simon and Schuster
Language: en

Explanation of the Book:

The study reported in this volume grew out of some theoretical work, one phase of which bore specifically on the behavior of individuals in social movements that made specific (and unfulfilled) prophecies. We had been forced to depend chiefly on historical records to judge the adequacy of our theoretical ideas until we by chance discovered the social movement that we report in this book. At the time we learned of it, the movement was in mid-career but the prophecy about which it was centered had not yet been disconfirmed. We were understandably eager to undertake a study that could test our theoretical ideas under natural conditions. That we were able to do this study was in great measure due to the support obtained through the Laboratory for Research in Social Relations of the University of Minnesota. This study is a project of the Laboratory and was carried out while we were all members of its staff. We should also like to acknowledge the help we received through a grant-in-aid from the Ford Foundation to one of the authors, a grant that made preliminary exploration of the field situation possible.

The Pause Principle

The Pause Principle
Author: Kevin Cashman
Pages: 192
ISBN: 9781609945343
Available:
Release: 2012-09-24
Editor: Berrett-Koehler Publishers
Language: en

Explanation of the Book:

We live and lead in an increasingly volatile, uncertain, complex, and ambiguous world. But paradoxically, Kevin Cashman contends that leaders today must not merely act more quickly but pause more deeply. He details a catalytic process to guide you to step back in order to lead forward in three critical growth areas: personal leadership, development of others, and fostering of cultures of innovation. You and your organization will learn to move from management speed and transaction to leadership significance and transformation.

The Unforgotten

The Unforgotten
Author: Laura Powell
Pages: 304
ISBN: 9781501181238
Available:
Release: 2018-02-06
Editor: Simon and Schuster
Language: en

Explanation of the Book:

“A smart and gripping debut that saves its best for last.” —Chris Cleave, #1 New York Times bestselling author of Little Bee “[A] thoroughly satisfying and suspenseful debut…the final twist in the murder plot will catch many readers unaware, as will the surprising emotional heft of the narrative, which traces the damage wrought by secrets and good intentions gone awry.” —Publishers Weekly For fans of Louise Penny and Tana French, this “unsettling…compelling” (Glamour) thriller explores the devastating repercussions of a long-ago crime as it delves into forbidden relationships, the emotional bond between mothers and daughters, and the dark consequences of harboring secrets. It is the summer of 1956, and fifteen-year-old Betty Broadbent has never left the Cornish fishing village of St. Steele or ventured far beyond the walls of the Hotel Eden, the slightly ramshackle boarding house run by her moody, unpredictable mother. But Betty’s world is upended when a string of brutal murders brings London’s press corps flooding into the village, many of whom find lodging at the Hotel Eden. She is instantly transfixed by one of the reporters, the mysterious and strangely aloof Mr. Gallagher—and he, fully twice her age, seems equally transfixed by her. The unlikely relationship that blooms between Betty and Mr. Gallagher is as overlaid with longing and desire as it is with impropriety and even menace. And as the shocking death toll rises, both Betty and Mr. Gallagher are forced to make a devastating choice, one that will shape their own lives—and the life of an innocent man—forever. The revelations in Powell’s haunting debut will give you chills, and her unforgettable heroine will break your heart.

All I Ask

All I Ask
Author: Eva Crocker
Pages: 320
ISBN: 9781487006082
Available:
Release: 2020-06-02
Editor: House of Anansi
Language: en

Explanation of the Book:

Like Sally Rooney’s Conversations with Friends and Eileen Myles’s Chelsea Girls, All I Ask by the award-winning and highly acclaimed author Eva Crocker is a defining novel of a generation. A little before seven in the morning, Stacey wakes to the police pounding on her door. They search her home and seize her computer and her phone, telling her they’re looking for “illegal digital material.” Left to unravel what’s happened, Stacey must find a way to take back the privacy and freedom she feels she has lost. Luckily, she has her friends. Smart and tough and almost terrifyingly open, Stacey and her circle are uncommonly free of biases and boundaries, but this incident reveals how they are still susceptible to society’s traps. Navigating her way through friendship, love, and sex, Stacey strives to restore her self-confidence and to actualize the most authentic way to live her life — one that acknowledges both her power and her vulnerability, her joy and her fear. All I Ask is a bold and bracing exploration of what it’s like to be young in a time when everything and nothing seems possible. With a playwright’s ear for dialogue and a wry, delicate confidence, Eva Crocker writes with a compassionate but unsentimental eye on human nature that perfectly captures the pitfalls of relying on the people you love.

Metrics

Metrics
Author: Martin Klubeck
Pages: 370
ISBN: 9781430237273
Available:
Release: 2012-01-13
Editor: Apress
Language: en

Explanation of the Book:

Metrics are a hot topic. Executive leadership, boards of directors, management, and customers are all asking for data-based decisions. As a result, many managers, professionals, and change agents are asked to develop metrics, but have no clear idea of how to produce meaningful ones. Wouldn’t it be great to have a simple explanation of how to collect, analyze, report, and use measurements to improve your organization? Metrics: How to Improve Key Business Results provides that explanation and the tools you'll need to make your organization more effective. Not only does the book explain the “why” of metrics, but it walks you through a step-by-step process for creating a report card that provides a clear picture of organizational health and how well you satisfy customer needs. Metrics will help you to measure the right things, the right way—the first time. No wasted effort, no chasing data. The report card provides a simple tool for viewing the health of your organization, from the outside in. You will learn how to measure the key components of the report card and thereby improve real measures of business success, like repeat customers, customer loyalty, and word-of-mouth advertising. This book: Provides a step-by-step guide for building an organizational effectiveness report card Takes you from identifying key services and products and using metrics, to determining business strategy Provides examples of how to identify, collect, analyze, and report metrics that will be immediately useful for improving all aspects of the enterprise, including IT