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FISH!
A Remarkable Way to Boost Morale and Improve Results
by Stephen C. Lundin, PhD, Harry Paul, and John Christensen
The FISH philosophy is based on a real world business -- Pike Place Fish in Seattle, Washington. The book describes ways to reenergize your work and how you do it. Basically, everyone has a choice on how work is performed even if they don't have a choice about the work. Attitude is everything!
Reviewed by Anne LaFleur, Pawtucket Credit Union
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Inside the Magic Kingdom
Seven Keys to Disney's Success
by Tom Connellan
This book is a must read for anyone who is looking for a way to reinvigorate their work life, department, or employees who are directly related to providing excellent customer service. Told in a story form, the book follows five individuals who attend a "Disney Seminar" on providing excellent customer service. Each of the five have their own personalities and outlooks on life that can't help but affect how they make everyday decisions at work. They range from Mr. Gloomy to Miss Excitement (but somewhat stale). We are able to follow them as they face their challenges head on, and change their views due to their "Disney" experiences. This is definitely one of my top ten books for Human Resources learning.
Reviewed by Anne LaFleur, Pawtucket Credit Union
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Lean Solutions
How Companies and Customers Can Create Value and Wealth Together
by James Womack and Daniel Jones
Authors James Womack and Daniel Jones have been well-read proponents of the theories and practices of "lean manufacturing" and "lean operations." In their most recent book, Lean Solutions: How Companies and Customers Can Create Value and Wealth Together, they carry their analysis of the concept further suggesting "good business starts with the customer." While that's a difficult concept to argue against, each time they provide examples of what they mean, they inevitably come back to the person (employee) who talks to the customer. They identify a list of things customers want a business to do for them and each of those things, ultimately, depends on a very good match between the person representing the business and the job he or she is trying to accomplish.
Reviewed by Marty Grimes, Impact Marketing
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Marketing Outrageously
by John Spoelstra
Although this book is geared towards marketing an organization, it can very well be applied to marketing your Human Resources department. The book gives you not so subtle tips on how to market your department outrageously. Forget about being conservative, use your imagination and have some fun! If you treat your employees fairly and inspire them... employees will work harder, smarter, and will think up outrageous ideas that bring positive results... your customers will love your company because you have so many happy employees.
Reviewed by Anne LaFleur, Pawtucket Credit Union
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QBQ! The Question Behind the Question
Practicing Personal Accountability in Work and in Life
by John G. Miller
This book is a very quick read and I distributed it to several key members of my department. The message is very simple... Everyone needs to take personal accountability for their actions, thoughts, and behaviors. Attitudes can be adjusted and the attitude that is most easily fixed is your own. Stop complaining, procrastinating, pointing a finger at everyone else and asking "why didn't YOU do this." The book is a quick roadmap to personal accountability at work and at home.
Reviewed by Anne LaFleur, Pawtucket Credit Union
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The Five Temptations of a CEO
by Patrick Lencioni
Set up like the Ken Blanchard books, this is an easy to read fable that puts across key points of executive success or failure by presenting five common temptations. You can self-identify, learn some tips and set goals for yourself in just a few hours. Then you can pass this book on to another executive.
Reviewed by Lois Gardner, Blue Cross & Blue Shield of RI
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The People Keeper
by Mark Holmes
Similar in format to "Who Moved My Cheese," this story line unfolds as a business owner takes up a quest to find the secrets to hiring, managing, and retaining better employees. While on his quest, he meets up with a mentor who is willing to share the Tenets of being a "People Keeper." This book was a quick read and very enjoyable.
Reviewed by Anne LaFleur, Pawtucket Credit Union
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