| Chapters for Free Download | ||
Selected chapters of some of Karl Albrecht's best-known books are currently available for free download. Others will become available as time goes on. You may download any or all of the chapters offered, reproduce them, and use them for normal business purposes. Permission is not granted, however, to publish or distribute them commercially, nor to incorporate any part of them into other copyrighted or commercial publications. Request permission in advance for those alternative uses. | ||
| Service America! Doing Business in the New Economy (Classic best-seller, 2nd edition, re-released by the authors) |
Buy Bound Copies ($15.95 ea.) | |
| Preface | Download Preface | |
| 1. The Service Imperative | Download Chapter | |
| 2. What we Can Learn about Service From Scandinavia | Download Chapter | |
| 3. The Triangle of Service | Download Chapter | |
| 4. The Customer: King or Peasant? | ||
| 5. Finding the Service Strategy | ||
| 6. Building the Service System | ||
| 7. The Service People | ||
| 8. Dull Moments and Shining Moments | ||
| 9. Quality and Productivity: The Measurement and Action Imperatives | ||
| 10. Profiles in Service: Where Service is an Obsession | ||
| 11. How to Teach an Elephant to Dance | ||
| 12. Service Tomorrow: What Can We Expect? | ||
| The Power of Minds at Work: Organizational Intelligence in Action |
Buy Bound Copies ($15.95 ea.) | |
| Preface | Download Preface | |
| PART I — THE CASE FOR SMARTER ORGANIZATIONS | — | |
| 1. Albrecht's Law | Download Chapter | |
| 2. Learned Incapacity: How People Collude to Fail | Download Chapter | |
| PART II — ORGANIZATIONAL INTELLIGENCE | — | |
| 3. What is Organizational Intelligence? | Download Chapter | |
| 4. Strategic Vision: Every Enterprise Needs a Theory | ||
| 5. Shared Fate: the Holodynamic Organization | ||
| 6. Appetite for Change: Planned Abandonment | ||
| 7. Heart: Earning the Discretionary Energy | ||
| 8. Alignment and Congruence: Eliminating the Contradictions | ||
| 9. Knowledge Deployment: the "Hive-Mind" | ||
| 10. Performance Pressure: Leadership With Purpose | ||
| PART III — GETTING SERIOUS ABOUT GETTING SMART | — | |
| 11. Facing the Challenge | ||
| 12. Psychotherapy for the Enterprise | ||
| The Northbound Train: Finding the Purpose, Setting the Direction, Shaping the Destiny of Your Organization (Bible for strategic thinking and planning) | Buy Bound Copies ($15.95 ea.) | |
| Preface | Download Preface | |
| 1. Quo Vadis: Why Organizations are Losing Their Way | Download Chapter | |
| 2. Beyond Executive Management: the Call for Leadership | Download Chapter | |
| 3. Learning the New Rules of the Game | Download Chapter | |
| 4. The Design of Meaning: Piecing Together the Strategy Puzzle | ||
| 5. The Environmental Scan: What's Going On Out There? | ||
| 6. The Organizational Scan: Who Are We? | ||
| 7. The Opportunity Scan: What Are Our Possibilities? | ||
| 8. Model Building 101: The Customer Value Model | ||
| 9. Model Building 102: Vision, Mission, and Values | ||
| 10. Model Building 103: Business Logic and Strategy | ||
| 11. Model Building 104: The Customer Value Package | ||
| 12. Strategic Gap Analysis: What's the "Delta"? | ||
| 13. Action Planning | ||
| 14. Strategy Deployment | ||
| Your Strategic Radar: Tracking the Forces that are Shaping Your Business (Formerly titled Corporate Radar) | Buy Bound Copies ($15.95 ea.) | |
| Preface | Download Preface | |
| 1. Extinction is Forever | Download Chapter | |
| 2. The Environmental Scan: Your Corporate Radar | Download Chapter | |
| 3. The New Realities of Business | Download Chapter | |
| 4. Surfing the Third Wave | ||
| 5. How to be Your Own Futurist — Without Getting Lost in The Ozone | ||
| 6. Your Customer Radar | ||
| 7. Your Competitor Radar | ||
| 8. Your Economic Radar | ||
| 9. Your Technological Radar | ||
| 10. Your Social Radar | ||
| 11. Your Political Radar | ||
| 12. Your Legal Radar | ||
| 13. Your Geophysical Radar | ||
| 14. What Good is a Radar If You Can't Read The Screen? | ||
| Added Value Negotiating: the Breakthrough Method for Building Balanced Deals (Dr. Karl Albrecht & Dr. Steve Albrecht — a five-step strategy for low-stress, high-payoff negotiating) | Buy Bound Copies ($15.95 ea.) | |
| Preface | Download Preface | |
| 1. Head-Butting 101: The Way We've Always Done It | Download Chapter | |
| 2. The Gentle Art of Added Value Negotiating | Download Chapter | |
| 3. The Bulldog, The Fox, and The Deer: Negotiating Styles | Download Chapter | |
| 4. Self-Interest: The Great Engine of All Behavior | ||
| 5. Finding Value in Every Negotiation: The Option Tree | ||
| 6. Creating Deal Packages: Never Make Just One Offer | ||
| 7. Balancing Interests: Choosing the Best Deal | ||
| 8. Getting to the Handshake | ||
| 9. Some Final Thoughts on Negotiating | ||
| The Only Thing that Matters: Bringing the Power of the Customer Into the Center of Your Business (Classic handbook for building a service culture) | Buy Bound Copies ($15.95 ea.) | |
| Preface | In prep. | |
| 1. Customer Centering: The New Quality Imperative | In prep. | |
| 2. Mindsets and Malfunctions: Manufacturing Thinking and Dinosaur Logic | In prep. | |
| 3. Paradigm Lost, Paradigm Found: New Thinking About Quality | In prep. | |
| 4. Creating Customer Value: How The Best Do It | In prep. | |
| 5. The Spirit of Service: The Source of "The Force" | In prep. | |
| 6. The Psyche of Your Customer: Finding the "Invisible Truth" | In prep. | |
| 7. Quality and Business Strategy: Creating New Rules for the Game | In prep. | |
| 8. Empowering People with Knowledge: Winning Hearts, Minds, and Hands | In prep. | |
| 9. Process Improvement: Doing Better With Less | In prep. | |
| 10. Keeping Score, Scoring Points, & Pointing the Way | In prep. | |
| 11. Your Change Management Strategy: Getting It Right This Time | In prep. | |
| Service Within: Solving the Middle Management Leadership Problem (A prescription for waking up the organization) | Buy Bound Copies ($15.95 ea.) | |
| Preface | In prep. | |
| PART I — THE PROBLEM AND THE OPPORTUNITY | — | |
| 1. If You're Not Serving the Customer... | In prep. | |
| 2. New Management Thinking for the Service Age | In prep. | |
| 3. The Organization: Enemy of Service | In prep. | |
| 4. Middle Management: the Leadership Crisis | In prep. | |
| 5. Moving Toward an Internal-Service Culture | In prep. | |
| PART II — THE PLAN FOR INTERNAL SERVICE | — | |
| 6. The Recipe for Middle Management Leadership | In prep. | |
| 7. Special Issues for Internal Service Departments | In prep. | |
| 8. Understanding the Internal Customer | In prep. | |
| 9. Defining the Internal Service Mission | In prep. | |
| 10. Orienting the People for Internal Service | In prep. | |
| 11. Aligning the Systems for Internal Service | In prep. | |
| 12. Closing the Loop with Reinforcers | In prep. | |
| Stress and the Manager: Making it Work for You | Buy Bound Copies ($15.95 ea.) | |
| Preface | In prep. | |
| 1. The Twentieth-Century Disease | In prep. | |
| 2. The Physiology of Stress | In prep. | |
| 3. How People Stress Themselves | In prep. | |
| 4. Stress as a Management Problem | In prep. | |
| 5. Stress and the Quality of Working Life | In prep. | |
| 6. Stress-Reduction Training | In prep. | |
| 7. How to Keep Your Own Stress Level Down | In prep. | |
| 8. Redesigning Your Life Style | In prep. | |
| 9. How to Manage for High Performance and Low Stress | In prep. | |
| 10. What Top Management Can Do About Stress | In prep. | |