Title Developing Organizational Practices
Subtitle Release the Power of Your Organizatio’s Values Every Day
Author Alan WIlliams & Alison Whybrow
ISBN 9789386105158
List price Rs 695.00
Price outside India Available on Request
Original price
Binding Paperback
No of pages 336
Book size 153 x 229 mm
Publishing year 2017
Original publisher LID Publishing
Published in India by Viva Books Private Limited
Exclusive distributors Viva Books Private Limited
Sales territory India, Sri Lanka, Bangladesh, Pakistan, Nepal, .
Status New Arrival
About the book Send Enquiry


In our super-connected world, organizations’ brands and reputations are shaped to a far greater extent by the personal experience of their employees and customers. We already know that 70% of customers’brand perception is determined by their experience with the organization’s employees and 41% of customers are loyal due to employee attitude. Authenticity from the tip to the root is the new Holy Grail for organizations.
This book shows how an organization’s values and brand can be translated into the daily practices and behaviour of its employees, drawing a golden thread from the boardroom to the front line customer experience. The 31 practices method weaves together principles and practices from psychology, sociology, philosophy, neuroscience, leadership and business to significantly enhance customer and employee satisfaction and loyalty. It has been successfully adopted by large and small companies, across sectors from around the world.



PART 1 Laying the Groundwork
Values • Journey

PART 2 The underpinning framework

Framework  • Purpose  • Identify  • Action  • Impact  • Refine
PART 3 Exploring the principles
Section 1: The Heart Principles
Emotion  • Inspiration  • Happiness
Section 2: The mind Principles
Mindfulness  • Resilience  • Storytelling
Section 3: The body Principles
Practice  • Strengths  • Discipline

PART 4 The broader context
Complexity  • Change  • Wisdom  • Neuroscience  • Choice  • Leadership

PART 5 Evolution

Site  • National  • Global  • Case study  • my31Practices
Summary  • Photography

About the Authors:

Alison Whybrow is an award winning Chartered and Registered Psychologist and Supervisor who coaches senior and high potential leaders across industry sectors. Alison works with individual and system strengths, combining theoretical depth and pragmatism. She brings academic and practical depth with 20 years of experience working with clients in heavy industry, banking, health and media.

Alan Williams coaches service sector organizations, internationally and in the UK to deliver inspiring service for competitive advantage. He created the 31 practices concept and approach. With more than 20 years of senior leadership experience in customer service based businesses, Alan has a track record of success in devising holistic SERVICEBRAND strategies and then using deep operational experience to turn the creative thinking into sustainable, practical reality.

Target Audience:

Students and Academicians of Human Resource Management.
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