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Title: The Paradox of Excellence: How Great Performance Can Kill Your Business
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Manufacturer: Jossey-Bass
List Price: $22.95
Our Price: $14.76
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| The Paradox of Excellence: How Great Performance Can Kill Your Business by Jossey-Bass A New Twist In Managing Expectations | David Mosby and Michael Weissman have authored a nifty fable on how excellence, if not managed, can kill you. "The Paradox of Excellence" can be applied not only to companies but to public sector and non-profit sector organizations...and by excellent performers, regardless of their walk of life, to avoid being victimized by professional excellence.
"The Paradox of Excellence" is revealed in a story about Premiere Specialty, a mid-sized logistics company serving Silicon Valley. Premiere has been notified that is about to lose MicroZip Electronics, one of its largest customers, due to a rare shipping error after years of excellent service.
The fable centers on several key employees investigating the error, what they learn, and how they put their "learnings" to work to insure against lost orders in the future, despite excellent service.
The book ends with a concise overview of the "Paradox of Excellence" - the symptoms, the root cause, root behaviors and assumptions, and the remedy - complete with a self-assessment.
"Paradox of Excellence" is a quick and easy read. The book is profound due to the concept's simplicity, a simplicity that due to its subtlety (excellence) has been overlooked until now, and that, too, is a paradox.
| | The Paradox of Excellence: How Great Performance Can Kill Your Business by Jossey-Bass Customers pay for experiences - not products! | Mosby and Weissman cut to the heart of the fact that customers don't buy products, they buy experiences. All too often companies get caught up in the rat race of satisfying customer needs and attempting to outdo the competition and overlook what customers really want - value. Of course, being in the eye of the beholder, value is like shifting sands in the desert.
Customer expectations must be identified, understood, and managed more carefully than ever before. Internally, outstanding performance often creates a tendency to rest on one's laurels; externally, customers will take features, once lavished with praise, for granted. The key is to learn what you look like through the customer's eyes.
Divided into two main sections, The Paradox of Excellence offers an excellent expose into the perils that ride on the coat-tails of success:
Be sure to check out the "The Continuous Visibility Wheel" toward the end of the book, that covers five distinct phases:
- Discover the expectations
- Define and select your distinguishing value
- Select the metrics to be made visible and the best manner in which to present that information
- Uncover the best source of data to use, and
- Deliver the information needed to keep your value in the minds of your customers and your employees.
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Michael Davis, Editor - Byvation
"Business Success through Innovation" | | The Paradox of Excellence: How Great Performance Can Kill Your Business by Jossey-Bass Provokingly scary | | Provides excellent analogy on how our own business strives for excellence while we forget about who and why we aspire to that level. Excellent read! | | The Paradox of Excellence: How Great Performance Can Kill Your Business by Jossey-Bass It CAN happen to you - Here's how to prevent it | This easy to read, but insightful book has put an eloquent name to a problem that plagues many businesses. The Paradox of Excellence was something that my company struggled through several years ago...if only we'd had this book, we'd have saved hours of struggle AND several clients.
Mosby and Weissman have crafted an excellent book. Similar to the books of Patrick Lencioni, the bulk of the book is delivered in an imminently readable parable. This makes it a quick and fun read. But, as most great teachers teachers know, the parable exists to demonstrate the core principles...in this case how to keep your business from becoming invisible except when you have a problem. I highly recommend this book. | | The Paradox of Excellence: How Great Performance Can Kill Your Business by Jossey-Bass Do Not Ever Be Invisible Again ! ! | Great insight into business & personal activities - you need to "toot your own horn", this tells you Where, When, How, & Why to take action so you (or your comapny) is not invisible. Remember Nolan Ryan well states it: "It ain't bragging, if you can do it".
My Husband is making it a gift to each of his APICS Certification Class students. | | The Paradox of Excellence: How Great Performance Can Kill Your Business by Jossey-Bass Product Description | | Are you striving for excellence yet find your efforts increasingly taken for granted and undervalued? You’re not alone. Many companies discover their improved performance doesn’t translate into higher perceived value. In fact, it simply shifts the customer’s expectations upward, causing the customer to take the new, improved performance for granted. High-performance companies unwittingly create unrealistic customer expectations that become impossible to meet. In this important book, the authors use a realistic story that illustrates the paradox of excellence¾the better you perform, the more invisible you become to everything but bad news¾shows the symptoms and causes, and provides clear guidance for overcoming this perplexing dilemma. The Paradox of Excellence introduces an entertaining story with characters that are easy to relate to, ideas that can be readily implemented, and a practical framework for achieving long-term success. |
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