Bøker av Frances Frei

"Speed has gotten a bad name in business, much of it deserved. When Meta (Facebook) made "Move fast and break things" its motto-and then proceeded to deliver on it-they fueled a cynical but widely accepted assumption that a certain amount of wreckage is the price we must pay for inventing the future. Leadership experts Frances Frei and Anne Morriss argue that this belief is seriously wrongheaded-and that it keeps leaders from achieving excellence. Helping companies solve their toughest problems over the past decade, the authors have learned that the trade-off between speed and excellence is false. The best change leaders, according to Frei and Morriss, solve hard problems with fierce urgency while making their organizations-employees, customers, and shareholders-even stronger. They move fast and fix things. Based on their work with Uber, Riot Games, WeWork, and other fast-moving companies, Frei and Morriss reinvent the playbook for leading change. With trust as the foundation for a "move fast and fix things" approach, the authors reveal the five practices that the most effective leaders use to build trust, accelerate the pace of change, and improve their organizations: Identify the right problem to solve; run small experiments before scaling solutions; build the case for change while driving it; empower the organization; and champion difference. With chapters that provide a "one-week plan," Frei and Morriss show how to execute these five priorities on a fast cycle time of "one per day." By the end of the week, you won't just have a road map for solving your company's toughest problems-you'll already be well on your way, transforming your company at an exhilarating speed"--

Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship.In Uncommon Service, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer hold true, service must become a competitive weapon, not a damage-control function. That means weaving service tightly into every core decision your company makes. The authors reveal a transformed view of service, presenting an operating model built on tough choices organizations must make: How do customers define excellence in your offering? Is it convenience? Friendliness? Flexible choices? Price? How will you get paid for that excellence? Will you charge customers more? Get them to handle more service tasks themselves? How will you empower your employees to deliver excellence? What will your recruiting, selection, training, and job design practices look like? What about your organizational culture? How will you get your customers to behave? For example, what do you need to do to get them to treat your employees with respect? Do you need to make it easier for them to use new technology?Practical and engaging, Uncommon Service makes a powerful case for a new and systematic approach to service as a means of boosting productivity, profitability, and competitive advantage.