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| Understanding...Keeping the Human Factor Alive in the digital age Published on 1st November 2006 - £16.50 300 pages 148 x 210 ISBN: 0955428904 Understanding… keeping the human factor alive in the digital age provides the answers and the ideas to release the potential of people. It is the next step for progressive companies who want to fully engage all of their people so that they deliver a customer experience that matches their brand. It is packed with creative, innovative ideas, thoughts and practical solutions to help you change yourself, your team or your company.
Thousands of people across the world have used the ideas and thoughts within this book to stimulate themselves to improve their business and their personal contribution. Using the thoughts and ideas within this book you will be able to:
Quotes from people who have already read the proof copies of the book "This book passionately advocates what we need to do as managers in creating the environment that means people release their full energies into their performance at work. The book advocates powerfully the need to measure the right things, which link into the factors that really motivate your people and help understanding of learning. Laid out with lots of questions to provoke discussion, this book could well be read by an entire management team for study together and its segmented structure would allow for gradual absorption by the busy analyst or manager." Paul Smedley, Executive Director, Professional Planning Forum
“I enjoyed the book and refer to it quite often. I agree with many of your theories. The chapter on understanding the customer was very close to my heart. Everyone will benefit from reading this book as it provides a good insight and enhances the ability to perform well. I also like the focus on people development and the attributes of a good leader. All managers need to read it" Liz Mackinnon, Client Service Group Manager, Verizon Business
“Understanding & Learning helped to create an atmosphere where employees, right across the company, put the customer at the centre of their activities, took responsibility to resolve their own problems and looked for ways to continually improve services. The awards Orange Netherlands won for Customer Service were I am sure, greatly due to U&L. I would recommend the methods to any company” David Holliday, Former Chief Executive Officer, Orange, Netherlands
“This is thought-provoking and will give you ideas on how you can transform any part of your business, be it through improving productivity, reducing costs, increasing customer loyalty or connecting your teams to work more effectively.” Kees van Ek, Principal Consultant, Atos KPMG Consulting, UK
“If you want to make a real difference to your team or business read this book.” David Rance, Managing Director, Round, UK
“Richard has applied himself to his own philosophy of Understanding & Learning to achieve this comprehensive guide to implementing a leadership and organisation approach designed to compete in today’s global environment. Creativity, customer relationships and team contribution will be essential to sustain western competitiveness in the future.” David O’Brien, Former Chief Executive Officer, N&P Building Society, UK
“This book to my mind has two important attributes. The first is its obvious modest succinctness which allows immediate access to its position and the second bravery, in tackling two of the most difficult human abstracts, namely learning and understanding. On reading this work one cannot avoid being gripped by the authors’ enthusiasm for learning and his desire to understand experiences of learning and his innate passion for others to take these abstractions seriously as part of life” David Botham, Former Director of the Revans Institute of Action Learning & Research at University of Salford, Manchester, UK
"Understanding…keeping the human factor alive will help me articulate the root cause of our issues and provide an action plan and aide memoir for improvement." Carl Dawson, Senior Project Manager, BT Retail
"This book would have been on my reading lists as an undergraduate. It is superbly written and has a strong message, that I personally agree with." Laura Booth, Freelance Copy Editor, Harrogate, North Yorkshire
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