Издержки производства, связанные с поддержанием в работоспособном состоянии используемых систем, машин, оборудования.
Современный экономический словарь
Лучший сервис - это отсутствие сервиса. Как избавить клиента от необходимости в обслуживании и сэкономить деньги компании Спросите себя: чего хотят клиенты, проснувшись утром? Связаться с сервисным отделом компании или просто пользоваться ее продуктами и услугами? Ответ очевиден, не так ли? Безупречный, с точки зрения клиента, сервис незаметен - эта идея лежит в основе книги "Лучший сервис - это отсутствие сервиса. Как избавить клиента от необходимости в обслуживании и сэкономить деньги компании". Чтобы достичь подобного уровня сервиса, необходимо кардинально изменить поведение, стратегию и систему оценки. Усилия будут оправданы: результатом станет повышение уровня удовлетворенности не только клиентов, но и персонала, снижение эксплуатационных расходов и, как следствие, рост прибыли. Авторы полностью меняют традиционный взгляд на культуру обслуживания, предлагают конкретные инструменты и методы. Книга будет интересна руководителям компаний, специалистам по продажам, а также всем сотрудникам отделов по обслуживанию клиентов.
Damn Right! Behind the Scenes with Berkshire Hathaway Billionaire Charlie Munger Praise for Damn Right! From the author of the bestselling WARREN BUFFETT SPEAKS. . . "Charlie Munger, whose reputation is deep and wide, based on an extraordinary record of brilliantly successful business strategies, sees things that others don?t. There is a method to his mastery and, through this book, we get a chance to learn about this rare individual." ?MICHAEL EISNER, Chairman and CEO, The Walt Disney Company "Janet Lowe uncovers the iconoclastic genius and subtle charm behind Charlie Munger?s curmudgeonly facade in this richly woven portrait of our era?s heir to Ben Franklin. With a biographer?s detachment, an historian?s thoroughness, and a financial writer?s common sense, Lowe produces a riveting account of the family, personal, and business life of the idiosyncratically complex and endlessly fascinating figure." ?LAWRENCE CUNNINGHAM, Cardozo Law School, Author of The Essays of Warren Buffett: Lessons for...
The Education of a Speculator Acclaim for The Education of a Speculator, a provocative and penetrating look into the mind, the soul, and the strategies of one of the most controversial traders of all time "A compelling and an entertaining read." —The Wall Street Journal "Victor Niederhoffer gives us page after page of distilled investment wisdom. Taken together, this is pure nectar to those who aim for consistently superior stock market performance." —Barron's "The Education of a Speculator offers plenty of insightsinto the way markets work, but the epiphanies are what a reader might expect from Lao-tzu rather than, say, Graham and Dodd." —Worth magazine "The Education of a Speculator is the first meaningful book on speculating. Successful speculating is asfine an art as chess, checkers, fishing, poker, tennis, painting, and music. Niederhoffer brings forth the best from each of these fields and shows the investor how their principles can enrich one's life and net worth." —Martin...
The Davis Dynasty: 50 Years of Successful Investing on Wall Street Praise for The Davis Dynasty "Equally relevant to the uninitiated and to those of us who have many years? experience with the Davis dynasty, Rothchild?s book takes a close look at the family?s remarkable success and endurance. I knowthat many will find it interesting to learn how, even today, Davis endeavors remain focused on the long view, guided by the strong investment philosophy and business principles that Shelby himself lived by in one of the most important periods in commercial history."?M. R. Greenberg, Chairman and CEO, American International Group, Inc. "This is really two books in one. It is the story of a rarity in the investment business: a family whose money management skills have evolved and been passed on from the patriarch to two succeeding generations. It is also a how-to book on commonsense investing. As the dot-com phase passes into history, this book provides some useful lessons on how fortunes are built and then used for...
Rebel with a Cause : The Entrepreneur Who Created the University of Phoenix and the For-Profit Revolution in Higher Education
I'd Like the World to Buy a Coke : The Life and Leadership of Roberto Goizueta Robert Goizueta created more stockholder wealth than anyone in history. Here's how he did it... The late Roberto Goizueta helped catapult the successful but stagnant Coca-Cola into the world's most powerful brand and one of the greatest generators of stockholder wealth in history. At the time of his death, he was hailed in papers around the world as one of the most innovative and successful CEO's of our time. Yet little is known of this corporate maverick. This is his story.
Chrysler: The Life and Times of an Automotive Genius (Automotive History and Personalities) Here is a richly detailed account of one of the most important men in American automotive history, based on full access to both Chrysler Corporation and Chrysler family historical records. Chrysler emerges as a man who loved machines, an accomplished mechanic who also had highly developed managerial skills derived from half a lifetime on the railroads, a man whose success came from his deep understanding of engineering and his total commitment to the quality of his vehicles. Vincent Curcio traces Chrysler's rise from a locomotive wiper in a Kansas roundhouse to the head of the Buick Division of General Motors, to his rescue of the Maxwell-Chalmers car company, which led to the successful development of the 1924 Chrysler--the world's first modern car--and the formation of Chrysler Corporation in 1925. Chrysler was quite different from the other auto giants--a colorful and expansive man, deeply involved in the design of his cars, a maverick in establishing his headquarters in New...
Friends in High Places : The Rise and Fall of Clark Clifford For more than forty years, Clark Clifford was Washington's consummate Democratic power broker - attorney and adviser to the nation's most influential leaders. His 1991 memoir, Counsel to the President, looked back on a remarkable career of public service. But the very year his autobiography was published, the Clifford legend began to crumble. Caught up in the scandal that destroyed the Bank of Credit and Commerce International, the eighty-five-year-old Clifford was arrested on charges relating to his lawfirm's involvement with the outlaw bank. Though his case never went to trial, and his protege, Robert Altman, was found not guilty, Clifford's reputation was in ruins. How could such a man come to such an end? What happened? And why? In Friends in High Places, a noted investigative reporter and a chief investigator in the Senate inquiry on BCCI provide the answers. Drawing on original documents, more than a hundred interviews with Clifford's friends and adversaries, and fifty hours of...