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
John Wiley & Sons, Inc., c2003
大学図書館所蔵 全6件
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