Ritz-Carlton: правила бизнеса от основателя сети отелей высшего класса - Хорст Шульце

Глава 1. Чего на самом деле хочет клиент?

1. Michael Geheren, «Airline Goes «Above and Beyond» to Help Mother Whose Son Went into Coma,» WGN, May 27, 2015, http://wgntv.com/ 2015/ 05/27/airline-goes-above-and-beyond-to-help-mother-whose-son-went-into-coma.

Глава 2. Обслуживание клиентов – обязанность каждого сотрудника

1. To read Stephen Covey’s telling of this incident, see his The 7Habits of Highly Effective People (New York: Simon & Schuster, 1989), 140–42.

2. Kevin D. O’Gorman, «The Legacy of Monastic Hospitality,»Hospitality Review 8, no. 3 (July 2006): 37, https://strath prints.strath.ac.uk/4975/6/strathprints 004975.pdf.

3. O’Gorman, «The Legacy of Monastic Hospitality,» 37.

4. See «Baldrige Performance Excellence Program,» National Institute of Standards and Technology, www.nist.gov/baldrige/about-baldrige-excellence-framework-education.

Глава 5. Три типа клиентов (и три способа их потерять)

1. Wharton School of the University of Pennsylvania, «Wells Fargo: What Will It Take to Clean Up the Mess,» Knowledge @Wharton, August 8, 2017, http://knowledge.wharton.upenn.edu/article/wells-fargo-scandals-will-take-clean-mess.

2. «Forsake All Others: Mobile Technology Is Revamping Loyalty Schemes,» The Economist, September 9, 2017, 64, www.economist.com/business/2017/09/07/mobile-technology-is-revamping-loyalty-chemes.

Глава 6. Не только пара рук

1. Quoted in Bob Clinkert, «What Henry Ford Really Thinks of You,» Unleash the Masterpiece, October 25, 2013, http://unleashthemasterpiece.com/?p=543.

2. Henry Ford, My Life and Work (Garden City, NY: Doubleday, 1922), 72.

3. See Frederick Winslow Taylor, The Principles of Scientific Management (New York: Harper, 1911).

4. Leviticus 19:18 NIV.

5. Mark 12:31.

6. Jim Collins, «Good to Great,» Fast Company, October 2001, www.jimcollins.com/article_topics/articles/good-to-great.html.

Глава 7. Сначала о главном

1. See Andrew Cave, «Culture Eats Strategy for Breakfast. So What’s for Lunch?» Forbes, November 9, 2017, www.forbes.com/sites/andrewcave/2017/11/09/culture-eats-strategy-for-breakfast-so-whats-for-lunch/#4e8774ae7e0f.

Глава 8. Почему так важно закреплять пройденное

1. Covey, The 7 Habits of Highly Effective People, 152–54, 156.

Глава 9. Менеджеры заставляют, лидеры вдохновляют

1. James A. Autry, Love and Profit: The Art of Caring Leadership (New York: Morrow, 1992), 45, italics original. Эта книга получила престижную премию Johnson, Smith & Knisley Award за вклад в прикладную науку в 1992.

2. Clayton M. Christensen, «How Will You Measure Your Life?» Harvard Business Review, July – August 2010, https://hbr.org/2010/07/how-will-you-measure-your-life.

3. Christensen, «How Will You Measure Your Life?»

4. Autry, Love and Profit, 17.

Глава 10. Как взаимодействовать с профсоюзами

1. Aristotle, selections from Nicomachean Ethics, book 1, section 5, in The Pocket Aristotle (New York: Simon & Schuster, 1958), 165.

Глава 11. Лидерами – рождаются?

1. William Shakespeare, Twelfth Night, act 2, scene 5, lines 1150–51, http://internetshakespeare.uvic.ca/doc/TN_M/scene/2.5/.

2. Quoted in Google Answers, «Are Leaders Born or Made?» April 24, 2005, http://answers.google.com/answers/thread view? id =513423.

3. Susan Cain, Quiet: The Power of Introverts in a World That Can’t Stop Talking (New York: Crown, 2013), 53.

4. Chip Cutter, «The Inside Story of What It Took to Keep a Texas Store Chain Running in the Chaos of Hurricane Harvey,»LinkedIn, September 2, 2017, www.linkedin.com/pulse/inside-story-what-took-keep-texas-grocery-chain – running-chip-cutter.

5. Quoted in Stuart Crainer and Des Dearlove, What We Mean When We Talk about Innovation (Oxford: Infinite Ideas, 2011), 13.

Глава 13. Оценка эффективности – прежде всего

1. «The Man with the Golden Gut: Programmer Fred Silverman Has Made ABC No. 1,» Time, September 5, 1977, 46–49.

2. For more detail, see «Baldrige Excellence Framework,» www.nist.gov/sites/default/files/documents/ 2016/12/13/2017–2018-baldrige-framework-bnp-free-sample.pdf; читайте так же «About the Baldrige Excellence Framework,» www.nist.gov/baldrige/about-baldrige-excellence-framework.

Глава 14. Достаток и любимое дело

1. Marsha Sinetar, Do What You Love, the Money Will Follow: Discovering Your Right Livelihood (New York: Dell, 1987).

2. Ecclesiastes 9:10 NIV.

3. Quoted in Martin Manser, The Facts on File Dictionary of Proverbs (New York: Infobase, 2002), 262.

Эпилог. Под крыльями его найдешь убежище…

1. Psalm 91:4 NIV.

2. Matthew 21:5 NIV, quoting Zechariah 9:9.

3. Matthew 7:12; Luke 6:31.

4. Philippians 4:6–7 NIV.