Breakaway: Deliver Value to Your Customers--Fast!
April 2002, Jossey-Bass
INTRODUCTION: The Breakaway.
CHAPTER ONE: The Intersection of Speed and Expertise.
The Need for Speed.
Speed to Proficiency.
CHAPTER TWO: Three New Rules for a New World.
Linking Development to Delivery of Value.
Focusing on Speed.
The Three New Rules.
CHAPTER THREE: Rule 1: Establish the Proficiency Threshold.
Delivering on the Promise to Customers.
What Is the Proficiency Threshold?
Threshold Proficiency in Action.
Threshold Proficiency and the Value Chain.
Threshold Proficiency and the Back Office.
Initiating the Breakaway.
CHAPTER FOUR: Rule 2: Accelerate the Accumulation of Experience.
How People Really Learn.
The Four Phases of Learning.
Accumulation of Experience Left to Chance.
Managing the Accumulation of Experience.
CHAPTER FIVE: Rule 3: Measure the Cycle Time to Threshold Proficiency.
A New Metric of Human Development.
Measuring the Proficiency Rate.
Revisiting the Learning Curve.
Redefining the Learning Curve.
The Partners of Starbucks.
CHAPTER SIX: Putting It All Together: Orchestrating the Breakaway.
Two Companies, Two Styles.
Six Themes for Speed.
CHAPTER SEVEN: The Leadership Agenda: Taking People from Where They Are to Where They Need to Be-Fast.
Creating the Obsession.
Leading the Net Generation.
Attracting the Free Agent Worker.
Bringing Innovation to the Development of People.
Leading the Breakaway.
--Howard M. Block, managing director, Education Services, Banc of America Securities, LLC
"Speed and proficiency is a great and highly practical concept
for gaining competitive advantage. Chuck Fred has done a beautiful
job of blending the ideologies of continuous quality improvement
and those of continuous learning to create an articulate and
compelling case for winning through the development of people.
Breakaway cuts right to the core of what differentiates
winners from losers in the race to provide superior customer
--Gary Jusela, vice president, learning, The Home Depot
"Chuck Fred's concepts reflect the importance of business
velocity, speed of decision making, and customer impact often
overlooked in many popular works regarding quality in
--Terry J. Erdle, vice president, Sun Microsystems Educational Services
"Getting new employees up to speed rapidly--and helping current
employees learn new skills--has never been more important for
success. The Breakaway concepts are becoming a key
competitive edge in the war to attract and utilize top talent. A
quick 'cycle time to proficiency' is now a must to meet both our
customer and employee needs."
--Eric J. Ross, president, Global Customer Care Services, Nortel Networks
"Breakaway reflects the winning philosophy of valuing
each person as an individual with unique skills and talents. Fred
recognizes that by adapting employee education and training to meet
this reality, it is not only good for the person, but good for the
customer and for business."
--C. William Pollard, chairman and chief executive officer, The ServiceMaster Company
"Breakaway is a revolutionary book. By focusing on the
role of speed and expertise in delivering value to customers fast,
Fred has turned the conventional wisdom of business change
completely on its head . . . a visionary, practical, and exciting
tool that will transform business learning and development
--A. Reed Hayes, president and chief operation officer, National Restaurant Association Education Foundation
"As one of the founders of Precision Response Corporation, a
leader in out- sourced integrated customer care for over eighteen
year, I have seen, first-hand, the importance of people in the
customer equation, and encourage business leaders to follow Fred's
secrets for success"
--David Epstein, chief executive officer, Precision Response Corporation
"An insightful and practical look at how organizations can help
shorten the cycle time to transform employee learning into customer
value . . . a roadmap to help organizations leverage and capitalize
on their learning and development investments."
--Richard Chang, CEO, Richard Chang Associates, Inc., author, The Passion Plan and Performance Scorecards
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