The Ultimate Question 2 0 Revised And Expanded Edition
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The Ultimate Question 2.0 (Revised and Expanded Edition)
Author: Fred Reichheld
language: en
Publisher: Harvard Business Review Press
Release Date: 2011-09-20
In the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your company’s future: “Would you recommend us to a friend?” By asking customers this question, you identify detractors, who sully your firm’s reputation and readily switch to competitors, and promoters, who generate good profits and true, sustainable growth. You also generate a vital metric: your Net Promoter Score. Since the book was first published, Net Promoter has transformed companies, across industries and sectors, constituting a game-changing system and ethos that rivals Six Sigma in its power. In this thoroughly updated and expanded edition, Reichheld, with Bain colleague Rob Markey, explains how practitioners have built Net Promoter into a full-fledged management system that drives extraordinary financial and competitive results. With his trademark clarity, Reichheld: • Defines the fundamental concept of Net Promoter, explaining its connection to your company’s growth and sustained success • Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers • Shares new and compelling stories of companies that have transformed their performance by putting Net Promoter at the center of their business Practical and insightful, The Ultimate Question 2.0 provides a blueprint for long-term growth and success.
Knowledge Technology and Systems
Author: Yoshiteru Nakamori
language: en
Publisher: Springer Nature
Release Date: 2023-07-15
This book discusses technology and systems to create valuable ideas from data through the construction of knowledge. The primary concern is to make better decisions about economic and management issues in today’s information-flooded society. Human creative activity is in the realm of soft technology, with no physical entity to operate. Focusing on the ability of knowledge as judgment power, this definition results: “Knowledge technology is soft technology that underpins the human creative activities of converting data and information into knowledge, creating new ideas based on that knowledge and validating those ideas.” That definition includes a wide range of soft technologies developed in informatics, management studies, and systems science. The knowledge system creates ideas from data and knowledge through knowledge technologies. Based on the proposition that knowledge emerges by the interaction between explicit and tacit knowledge, another definition is possible: “The knowledge system is a system that promotes interaction between codified and personalized knowledge and creates ideas for solving a specific problem.” Codified knowledge includes data and information, while personalized knowledge is empirical knowledge or wisdom that is difficult to put into words. Building a knowledge system requires mathematical or intelligent knowledge technology and participatory knowledge technology to create or manage codified knowledge and personalized knowledge. For example, a company builds cross-sectional knowledge systems by gathering human resources from various departments, according to the purpose, as in new product development or sales promotion. Chapter 1 defines knowledge technology and the knowledge system and organizes the challenges in their development, while Chapters 2 through 9 introduce mathematical or intelligent knowledge technologies by researchers at the forefront of knowledge technology development.
Knowledge Technology
Author: Yoshiteru Nakamori
language: en
Publisher: Springer Nature
Release Date: 2021-07-10
This book reviews creative technologies that underpin the human activities of converting data and information into knowledge, creating new ideas based on that knowledge, and validating those ideas. The book calls such creative technology “knowledge technology” and explores its challenges in the age of big data. Today, artificial intelligence and big data are successfully performing pattern recognition and decision making on behalf of humans, who are incapable of processing large amounts of information instantly and accurately. In using only past data, however, there are limits to future predictions with artificial intelligence and big data. Humans need to take the lead in predicting or creating the future by trying to understand why data emerged. Knowledge technology contributes to that understanding, regardless of the field of origin. As a matter of fact, knowledge technology includes many technologies developed in informatics, management study, and systems science. The desirable features of knowledge technology are the complementary use of rational and intuitive approaches, the integration of results from quantitative and qualitative analyses, and the cooperation between artificial intelligence and humans.