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標題および責任表示
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The firm of the future : a guide for accountants, lawyers, and other professional services / Paul Dunn, Ron Baker
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出版事項
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Hoboken, N.J. : John Wiley & Sons, Inc. , 2003
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形態
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xxix, 330 p. ; 26 cm
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巻号情報
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内容著作注記
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1. Introduction
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2. A flawed theory
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"Analysing" the predominant practice equation
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Summary and conclusions
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3. A paradigm worthy of a proud profession
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Why are professionals successful?
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Cognitive dissonance
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Why are we in business?
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Study success, it leaves clues
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What business are you in?
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Where do profits come from?
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Summary and conclusions
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4. The chief source of wealth-intellectual capital
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The physical fallacy
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The scarcest resource of all
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The three types of ic
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Is all this stuff good?
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Summary and conclusions
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5. Human capital-your people are not assets, they are volunteers
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Becoming a lighting rod for talent
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Retaining your firm's human capital
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The importance of continuing professional education
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Rewarding your firm's human capital investors
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When human capital turns negative
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Summary and conclusions
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6. If only we knew what we know: structural capital
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Leveraging ic and creating the world's second largest currency
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Converting tacit to explicit knowledge
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Knowledge lessons from the U.S. Army
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Summary and conclusions
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7. Social capital-man is not an island
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Is there an accounting for tastes?
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Leveraging the social capital in the firm of the future
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Reputation, brands, referral sources, and networks
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Supplier and vendors
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Shareholders and other external stakeholders
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Joint venture partners and alliances
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Professional associations and formal affiliations
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Firm alumni
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Consider creating a university
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Why the need
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Developing the product
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The benefits
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Putting it all together-the concierge service model
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Summary and conclusions
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8. You are your customer list
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What do customers really buy?
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Why has cross-selling not been as successful as it could be?
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The value proposition
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Moments of truth
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What is beyond total quality service?
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Is being a trusted advisor enough?
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From zero defects to zero defections
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Why do we lose customers?
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Customer complaints
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The 100 percent money back guarantee
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Bad customers drive out good customers
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Adaptive capacity
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Firing customers
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The forced churn
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Some thoughts on requests for proposals (rfps)
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Summary and conclusions
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9. You are what you charge for
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A tale of two theories
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A better theory of value
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注記
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Includes bibliographical references(p.309-316) and index
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NCID
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BA62563378
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本文言語
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英語
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著者標目
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*Dunn, Paul <AU00267716>
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著者標目
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Baker, Ron <AU00267717>
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分類標目
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LCC:HF1010
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分類標目
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DC21:658
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件名標目等
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Business -- Handbooks, manuals, etc
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件名標目等
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Professional employees -- Handbooks, manuals, etc
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件名標目等
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Human capital -- Handbooks, manuals, etc
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件名標目等
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Customer relations -- Handbooks, manuals, etc
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