The firm of the future : a guide for accountants, lawyers, and other professional services

著者

書誌事項

The firm of the future : a guide for accountants, lawyers, and other professional services

Paul Dunn, Ronald J. Baker

John Wiley & Sons, Inc., c2003

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注記

Includes bibliographical references (p. 309-316) and index

収録内容

  • 1. Introduction
  • 2. A flawed theory
  • "Analysing" the predominant practice equation
  • Summary and conclusions
  • 3. A paradigm worthy of a proud profession
  • Why are professionals successful?
  • Cognitive dissonance
  • Why are we in business?
  • Study success, it leaves clues
  • What business are you in?
  • Where do profits come from?
  • Summary and conclusions
  • 4. The chief source of wealth-intellectual capital
  • The physical fallacy
  • The scarcest resource of all
  • The three types of ic
  • Is all this stuff good?
  • Summary and conclusions
  • 5. Human capital-your people are not assets, they are volunteers
  • Becoming a lighting rod for talent
  • Retaining your firm's human capital
  • The importance of continuing professional education
  • Rewarding your firm's human capital investors
  • When human capital turns negative
  • Summary and conclusions
  • 6. If only we knew what we know: structural capital
  • Leveraging ic and creating the world's second largest currency
  • Converting tacit to explicit knowledge
  • Knowledge lessons from the U.S. Army
  • Summary and conclusions
  • 7. Social capital-man is not an island
  • Is there an accounting for tastes?
  • Leveraging the social capital in the firm of the future
  • Reputation, brands, referral sources, and networks
  • Supplier and vendors
  • Shareholders and other external stakeholders
  • Joint venture partners and alliances
  • Professional associations and formal affiliations
  • Firm alumni
  • Consider creating a university
  • Why the need
  • Developing the product
  • The benefits
  • Putting it all together-the concierge service model
  • Summary and conclusions
  • 8. You are your customer list
  • What do customers really buy?
  • Why has cross-selling not been as successful as it could be?
  • The value proposition
  • Moments of truth
  • What is beyond total quality service?
  • Is being a trusted advisor enough?
  • From zero defects to zero defections
  • Why do we lose customers?
  • Customer complaints
  • The 100 percent money back guarantee
  • Bad customers drive out good customers
  • Adaptive capacity
  • Firing customers
  • The forced churn
  • Some thoughts on requests for proposals (rfps)
  • Summary and conclusions
  • 9. You are what you charge for
  • A tale of two theories
  • A better theory of value

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