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A manager has to know when to ignore a precise number. “He has to know that ‘larger’ and ‘smaller,’ ‘earlier’ and ‘later,’ ‘up’ and ‘down’ are quantitative terms and often more accurate, indeed more rigorous, than any specific figures or range of figures.”

via Fat Chance | The Drucker Exchange | Daily Blog by The Drucker Institute.


my goal is to share and describe a service model generation canvas that intentionally parallels the visual layout of the BMGEN canvas, but that presents ideas I wrote about in my book, Service Innovation (McGraw-Hill 2010), along with other more recent thinking I have concerning service excellence.

Briefly, I believe that a canvas specific to service models is important because most services have unique elements that deserve special attention, including the important role of frontline service providers, direct interactions between customers and the company, the inseparability of service production and consumption, and the more direct effect of corporate systems and capabilities on the customer experience.

via Service Model Generation | Service 360 Partners.


Thanks to the post Summer Reading, 2011 of Seth Godin, I’ve found a very good list of Summer Reading, 2011 : I’m glad to see that most of them are already on my Kindle.

Here is some suggestions from PierG, some old and new books you may want to try this summer:

That’s all for this summer, happy reading and … what would you add to this list especially for this summer??


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Anobii – my bookshelf

Here is (part) of my bookshelf and my wish list

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