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Consulting Services
Cheryl Koch’s Recomended Reading List
Category : Change
- Action Learning Dotlich, David L. & Noel, James L. - 1998 Jossey-Bass
- Beyond Certainty Handy, Charles - 1996 HBS Press
- Blur: The Speed of Change in the Connected Economy Davis, Stan & Meyer, Christopher - 1989 Warner
- Deep Change Quinn, Robert E. - 1996 Jossey-Bass
- Don’t Compete…Tilt the Field! Patler, Louis - 1999 Capstone
- If It Ain't Broke, Break It Kriegel, Robert and Patler, Louis - 1991 Warner
- Leading at the Edge of Chaos Conner, Daryl P. - 1998 Wiley - A little slow…but worth the effort.
- Leading Change Kotter, John P. - 1996 HBS Press- Great book from the guru on the subject.
- Managing at the Speed of Change Conner, Daryl P. - 1992 Villard Books
- Sacred Cows Make the Best Burgers Kriegel, Robert & Brandt, David - 1996 Warner
- The Age of Paradox Handy, Charles - 1994 HBS Press
- The Age of Unreason Handy, Charles - 1989 HBS Press
- The Four Levers of Corporate Change Brill, Peter L. & Worth, Richard - 1997 AMACOM
- Turning Points Fombrun, Charles J. - 1992 McGraw-Hill
- Who Moved My Cheese? Johnson, Spencer -1998 Putnam - A metaphor for dealing with change.
Category : Communication
Category : Company History
- Behind the Arches Love, John F. - 1995 Bantam - Did somebody say McDonald's?
- Built from Scratch Marcus, Bernie and Blank, Arthur - 1999 Times Business - The Home Depot story.
- Direct From Dell Dell, Michael - 1999 Harper - Whiz kid sets the standard for his industry.
- Forbes Greatest Business Stories of All Time Gross, Daniel - 1996 Wiley - Everything from Rockefeller to Gates.
- Nuts! Freiberg, Kevin and Jackie - 1996 Bard Press - If you can't figure out who it is, you probably wouldn't be interested.
- Pour Your Heart Into It Schultz, Howard - 1997 Hyperion - Story of Starbucks. Prepare for an ego-trip, but worth reading.
- The World on Time Wetherbe, James - 1996 Knowledge Exchange - Who else…Fed Ex.
Category : Customer Service
- A Complaint is a Gift Barlow, Janelle and Moller, Claus - 1996 BK
- Achieving Excellence Through Customer Service Tschohl, John - 1991 Prentice Hall
- Customer Satisfaction is Worthless, Customer Loyalty is Priceless Gitomer, Jeffrey - 1998 Bard Press - An excellent read!
- Customer Service Wiersema, Fred - 1998 Harper
- Customer Service For Dummies Leland, Karen and Bailey, Keith - 1995 IDG Books
- Customers for Keeps Geller, Lois - 2002 Adams Media
- Delivering Customer Value Albrecht, Karl - 1995 Productivity Press
- Delivering Knock Your Socks Off Service Zemke, Ron and Anderson, Kristin - 1991 AMACOM
- Delivering Quality Service Zeithaml, Valarie etal - 1990 Free Press
- e-service Zemke, Ron and Caonnellan, Tom
- Fabled Service Sanders, Betsy - 1995 Jossey-Bass
- Managing Knock Your Socks Service Zemke, Ron and Bell, Chip - 1992 AMACOM
- Raving Fans Blanchard, Ken and Bowles, Sheldon - 1993 Morrow
- Service America Albrecht, Karl and Zemke, Ron - 1985 Warner
- Service Breakthroughs Heskett, James etal - 1990 Free Press
- Sustaining Knock Your Socks Off Service Connellan, Thomas K. and Zemke, Ron - 1993 AMACOM
- The Big Book of Customer Service Training Games Carlaw, Peggy and Vasudha Kethleen Deming - Great tools for the CS trainer.
- The Customer Comes Second Rosenbluth, Hal F. - 1992 Quill
- The Customer Driven Company Whiteley, Richard - 1991 Addison Wesley
Category : Economics
Category : General Business
- 301 Ways to Have Fun at Work Hemsath, Dave and Yerkes, Leslie - 1997 BK - What can I say…could have written it myself.
- Beep! Beep! Competing in the Age of the Road Runner Bell, Chip and Harari, Oren - 1997 BK
- Built to Last Collins, James and Porras, Jerry - 1994 Harper
- Corporate Radar: Tracking the Forces Shaping Your Business Albrecht, Karl - 2000 AMACOM
- Customer Centered Growth Whiteley, Richard and Hessan, Diane - 1996 Addison Wesley
- Emotional Intelligence Goleman, Daniel - 1995 Bantam
- First Things First Covey, Stephen R. - 1994 Fireside
- Flight of the Buffalo Belasco, James and Stayer, Ralph - 1993 Warne - Best of class.
- In Search of Excellence Peters, Tom and Waterman, Robert H. - 1982 Harper - Despite "slippage" by some of the featured firms, still a good book.
- Intellectual Capital Edvinsson, Leif and Malone, Michael S. - 1997 Harper
- Jack Welch Speaks Lowe, Janet - 1998 Wiley - Just wise.
- Mission Possible Blanchard, Ken - 1997 McGraw-Hill
- One Market Under God Frank, Thomas
- Reengineering the Corporation Hammer, Michael and Champy, James - 1993 Harper - Reengineering isn't about layoffs--these guys know better.
- Swim With the Sharks Without Being Eaten Alive Mackay, Harvey - 1988 Fawcett - Check out the list of 66 things you should know about every customer.
- The Discipline of Market Leaders Treacy, Michael and Wiersema, Fred - 1995 Addison Wesley
- The Hungry Spirit Handy, Charles - 1998 Broadway - The search for meaning, told only the way Handy can.
- Walk the Talk Harvey, Eric and Lucia, Alexander - 1995 Performance - Quick reading.
- Warren Buffet Speaks Lowe, Janet - 1997 Wiley - Witty and wise.
- Wear Clean Underwear Abrams, Rhonda - 1999 Villard Books - Funny and right on.
- Working with Emotional Intelligence Goleman, Daniel - 1998 Bantam
Category : Leadership
- A Force for Change Kotter, John P. - 1990 Free Press
- A Passion for Excellence Peters, Tom and Austin, Nancy - 1985 Random House
- Credibility Kouzes, James and Posner, Barry - 1993 Jossey-Bass
- Lead, Follow, or Get out of the Way Lundy, Jim - 1991 Berkley - Quick reading and very insightful.
- Lincoln on Leadership Phillips, Donald T. - 1992 Warner - Way ahead of his time.
- Reagan on Leadership Strock, James M. - 1998 PRIMA
- Smart Leadership Vlamis, Anthony - 1999 AMACOM
- The 7 Habits of Highly Effective People Covey, Stephen R. - 1989 Simon & Schuster
- The Leadership Challenge Kouzes, James and Posner, Barry - 1995 Jossey-Bass
- The Leadership Engine Tichy, Noel M. - 1997 Harper
Category : Learning
Category : Lloyd's
Category : Management
- Beyond the Hype: Rediscovering the Essense of Management Eccles, Robert G. and Nohria, Nitin - 1992 HBS Press
- Bringing Out the Best in People Daniels, Aubrey - 1994 McGraw-Hill
- Competing for the Future Hamel, Gary and Prahalad, C.K. - 1994 HBS Press
- Generations At Work Zemke, Ron and Raines, Claire and Filipczak, Bob - 2000 AMACOM - Interesting book about Boomers, Xers and Nexters
- Gung Ho! Blanchard, Ken and Bowles, Sheldon - 1998 Morrow
- HeroZ Byham, William C. and Cox, Jeff - 1994 Fawcett
- Images of Organization Morgan, Gareth - 1989 Sage
- Imaginization Morgan, Gareth - 1997 BK
- Stop Paddling and Start Rocking the Boat Pritchett, Lou - 1995 Harper - This guy's a genius.
- The Human Equation Pfeffer, Jeffrey - 1998 HBS Press
- The Individualized Corporation Ghoshal, Sumantra and Bartlett, Christopher A. - 1997 Harper
- Thriving On Chaos Peters, Tom - 1987 Harper
- Zapp! The Lightning of Empowerment Byham, William C. and Cox, Jeff - 1992 Fawcett
Category : Mentoring
Category : Presentation
Category : Quality
- Firing on All Cylinders Clemmer, Jim - 1992 Irwin
- Insuring Quality Abromovitz, Hedy and Les - 1998 St. Lucie
- Philip Crosby's Reflections on Quality Crosby, Philip B. - 1995 McGraw-Hill - 295 inspirations from the guru himself.
- Quality in America Hunt, V. Daniel - 1992 Irwin
- Taking the Mystery Out of TQM Capezio, Peter and Morehouse, Debra - 1995 Career Press
- The Five Pillars of TQM Creech, Bill - 1994 TT/Dutton
- Total Quality Management George, Stephen and Weimerskirch, Arnold - 1994 Wiley
- Total Quality Service Kessler, Sheila - 1995 ASQC
Category : Sales
- Be a Sales Superstar Tracy, Brian - 2003 Berrett-Koehler - Anything he writes is worth reading.
- Closing Techniques that Really Work Schiffman, Stephan - 2004 Adams Media
- Cold Calling Techniques Schiffman, Stephan
- The Sales Bible Gitomer, Jeffrey - 1994 Willliam Morrow - If you can only read one book on sales, this is the one.
- Hope is Not a Strategy Page, Rick - 2002 McGraw-Hill
- Integrity Selling Willingham, Ron - 1987 Doubleday
- Integrity Selling for the 21st Century Willingham, Ron - 2003 Currency-Doubleday
- Knock Your Socks Off Selling Gitomer, Jeffrey and Zemke, Ron - 1999 AMACOM - Classic KYSO applied to sales.
- Little Red Book of Selling Gitomer, Jeffrey - 2004 Bard Press
- Reaching the Top Ziglar, Ziglar - 1986 Nelson - What else is there to say?
- Red-Hot Cold Call Selling Goldner, Paul S. - AMACOM
- Secrets of Question Based Selling Freese, Thomas A. - 2003 Sourcebooks
- Selling the Invisible Beckwith, Harry - 1997 Warner - If you only read one on sales, this is the one.
- Selling to VITO Parinellno, Anthony
- Spin Selling Rackham, Neil - 1988 McGraw-Hill
- Successful Cold Call Selling Boyan, Lee
- The 5 Paths to Persuasion Miller, Robert B. and Gary A. Williams - 2004 Warner
- The Fast Forward MBA in Selling Baldridge, Joy - 2000 Wiley
- The Invisible Touch Beckwith, Harry - 2000 Warner - More wisdom than you thought was possible.
- The Patterson Principles of Selling Gitomer, Jeffrey - 2004 Wiley
- The Sales Bible Gitomer, Jeffrey - 2003 Wiley
Category : Success
Category : Technology
- Blueprint to the Digital Economy Tapscott, Don - 1998 McGraw-Hill
- Business @ the Speed of Thought Gates, Bill - 1999 Warner - A little arrogant, but hey, he's got $60 billion.
- Crossing the Chasm Moore, Geoffrey
- Digital Darwinism Schwartz, Evan I. - 1999 Broadway
- Growing Up Digital Tapscott, Don - 1998 McGraw-Hill
- Inside the Tornado Moore, Geoffrey - 2000 Harper
- Now or Never Modahl, Mary - 2000
- The Cluetrain Manifesto Lavine, Rick and Locke, Christopher and Searls, Doc and Weinberger, David - 2000 Perseus Books - Fabulous…amust read for anyone interested in how the Internet will change business.
- The Digital Economy Tapscott, Don - 1996 McGraw-Hill
- The Road Ahead Gates, Bill - 1995 Viking - Almost more fun to read it now and see how right (and wrong) he was.
- Unleashing the Killer App Downes, Larry and Mui, Chunka - 1998 HBS Press - If you're afraid of change, don't read this book.
- What Will Be Dertouzos, Michael - 1998 Harper - Great concepts…tough reading…skim most.
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