Consulting Services

Cheryl Koch’s Recomended Reading List

Categories:
Change Communication Company History Customer Service Diversity	Economics General Business Leadership Learning Lloyd's	Management Mentoring Presentation Quality Sales	Sales Management Success Technology Women in Business

Category : Change

Action Learning Dotlich, David L. and Noel, James L. - 1998 Jossey-Bass
Beyond Certainty Handy, Charles - 1996 HBS Press
Blur: The Speed of Change in the Connected Economy Davis, Stan and Meyer, Christopher - 1998 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 and 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. and 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

Everything You Need to Know to Talk Your Way to Success Kaplan, Burton - 1995 Prentice Hall
How to Speak and Listen Effectively Robbins, Harvey A. - 1992 AMACOM
Talk is Not Cheap Inman-Ebel, Beverly - 1999 Bard Press
Type Talk at Work Kroeger, Otto and Thuesen, Janet - 1992 Dell - Good reading about Myers-Briggs Type Indicator.

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.
Flying High Wynbrandt, James - 2004 Wiley - The story of Jet Blue and its founder.
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 Starbucks Experience Michelli, Joseph I. - 2007 McGraw-Hill - Written by a customer, not the company--about being extraordinary.
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 - 2000
Fabled Service Sanders, Betsy - 1995 Jossey-Bass
Hug Your Customers Mitchell, Jack - 2003 Hyperion
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 - 2000 Great tools for the CS trainer. - Carlaw, Penny and Vasudha Kethleen Deming
The Customer Comes Second Rosenbluth, Hal F. - 1992 Quill
The Customer Driven Company Whitely, Richard - 1991 Addison Wesley
What Clients Love Beckwith, Harry - 2003 Warner - Another outstanding book from Beckwith. Highly readable.

Category : Diversity

Implementing Diversity Loden, Marilyn - 1996 McGraw-Hill
Making Diversity Work Thiederman, Sondra - 2003 Dearborn
Workplace Diversity Esty, Katharine and Griffin, Richard and Hirsch, Marcie Schorr - 1995 Adams Media

Category : Economics

Freakonomics Levitt, Steven D. and Dubner, Stephen J. - 2005 William Morrow - Hard to categorize this one…it applies to many situations.
The Portable MBA in Economics Young, Philip K.Y. and McAuley, John J. - 1994 Wiley - A readable book on economics…go figure.

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 - 2000 Warner
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 Whitely, 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 Warner - Best of class.
Good to Great Collins, Jim - 2001 Harper - More from the author of Built to Last.
In Search of Excellence Peters, Tom and Waterman, Robert H. - 1982 Harper - Despite ""slippage"" by some of the featured firms, still a good book.
Influencer Patterson Kerry and Grenny, Joseph and others - 2008 McGraw-Hill - Similar to the premises of Gladwell's The Tipping Point
Intellectual Capital Edvinsson, Leif and Malone, Michael S. - 1997 Harper
Jack Welch Speaks Lowe, Janet - 1998 Wiley - Just wise.
Made to Stick Heath, Chip and Dan - 2007 Random House - Fascinating.
Marketing to Generation X Ritchie, Karen - 1995 Free Press - This will help you understand this generation and how to deal with them.
Mission Possible Blanchard, Ken - 1997 McGraw-Hill
One Market Under God Frank, Thomas - 2000
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 Art of the Start Kawasaki, Guy - 2004 Penguin
The Discipline of Market Leaders Treacy, Michael and Wiersema, Fred - 1995 Addison Wesley
The Go-Giver: A Little Story About a Powerful Business Idea Burg, Bob and John David Mann - 2007 Portfolio - Buy two...one to treasure and one to gift
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 Stock, 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

The Fifth Discipline Senge, Peter M. - 1990 Doubleday - Tough to read…but good concepts. Follow up book is better.
The Fifth Discipline Fieldbook Senge, Peter M. - 1994 Doubleday - Much better than the original.

Category : Lloyd's

Risky Business Luessenhop, Elizabeth and Mayer, Martin - 1995 Scribner - Written by one the ""names"" who nearly lost it all.
Ultimate Risk Raphael, Adam - 1995 Four Walls

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
First, Break All the Rules Buckingham, Marcus - 1999 Simon & Schuster
Generations At Work Zemke, Ron and Raines, Claire and Filipczak, Bob - 2000 AMACOM - Interesting book about Boomers, Xers and Nexters
Go Put Your Strengths to Work Buckingham, Marcus - 2007 Free Press
Gung Ho! Blanchard, Ken and Bowles, Sheldon - 1998 Morrow
HeroZ Byham, William C. and Cox, Jeff - 1994 Fawcett
Images of Organization Morgan, Gareth - 1986 Sage
Imaginization Morgan, Gareth - 1997 BK
Now, Discover Your Strengths Buckingham, Marcus and Clifton, Donald O. - 2001 Free Press
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
The One Thing You Need to Know Buckingham, Marcus - 2005 Free Press
Thriving On Chaos Peters, Tom - 1987 Harper
Zapp! The Lightning of Empowerment Byham, William C. and Cox, Jeff - 1992 Fawcett

Category : Mentoring

Coaching, Mentoring and Managing Hendricks, William - 1996 National Press
Mentoring Wickman, Floyd and Terri Sjodin - 1997 Irwin

Category : Presentation

How to Present Like a Pro Arredondo, Lani - 1991 McGraw-Hill
The Presentation Primer Nelson, Robert B. and Wallick, Jennifer - 1994 Irwin

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 - 2000
Hope is Not a Strategy Page, Rick - 2002 McGraw-Hill
How to Close Every Sale Girard, Joe - 1989 Warner
How to Sell Anything to Anybody Girard, Joe - 2006 Simon & Schuster - From the world's greatest salesman.
Integrity Selling Willingham, Ron - 1987 Doubleday
Integrity Selling for the 21st Century Willingham, Ron - 2003 Currency-Doubleday
Knock Your Socks Off Prospecting Miller, William ""Skip"" and Ron Zemke - 2005 AMACOM
Knock Your Socks Off Selling Gitomer, Jeffrey and Zemke, Ron - 1999 AMACOM - Classic KYSO applied to sales.
Little Black Book of Connections Gittomer, Jeffrey - 2006 Bard Press
Little Green Book of Getting Your Way Gittomer, Jeffrey - 2007 FT Press
Little Red Book of Sales Answers Gittomer, Jeffrey - 2005 Prentice Hall
Little Red Book of Selling Gitomer, Jeffrey - 2004 Bard Press
Question Your Way to Sales Success Dave Kahle - 2008 Career Press
Reaching the Top Ziglar, Ziglar - 1986 Nelson - What else is there to say?
Red-Hot Cold Call Sellling Goldner, Paul S. - 2000
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 Prinellno, Anthony - 2000
Soft Sell Connor, Tim - 2003 Sourcebooks - Excellent!
Spin Selling Rachkam, Neil - 1988 McGraw-Hill
Successful Cold Call Sellling Boyan, Lee - 2000
The 250 Sales Questions to Close the Sale Schiffman, Stephan - 2005 Adams Media
The 5 Paths to Persuasion Miller, Robert B. and Gary A. Williams - 2004 Warner
The All-Star Sales Book Cox, Billy - 2008 Greenleaf - Fabulous…quick and to the point
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 New Conceptual Selling Miller, Robert B. and Stephen E. Heiman - 2005 Warner - Follow up to the New Strategic Selling.
The New Strategic Selling Miller, Robert B. and Stephen E. Heiman - 2005 Warner - The ultimate sales guide.
The Patterson Principles of Selling Gitomer, Jeffrey - 2004 Wiley
The Sales Bible Gitomer, Jeffrey - 2003 Wiley
The Ultimate Sales Letter Kennedy, Dan S. - 2006 Adams Media

Category : Sales Management

The Ultimate Sales Managers' Guide Klymshyn, John - 2006 Wiley
The Ultimate Sales Training Workshop Gschwandter, Gerhard - 2007 McGraw-Hill

Category : Success

Attitude is Everything Harrell, Keith - 2003 Harper - Nothing could be more true.
Beyond Success Biro, Brian D. - 1997 Perigee - Based on John Wooden's pyramid of success.
Extreme Success Fettke, Rich - 2002 Fireside
Focal Point Tracy, Brian - 2002 AMACOM
Goals! Tracy, Brian - 2003 Berrett-Koehler
Never Eat Alone Ferrazzi, Keith - 2005 Currency-Doubleday
Outliers Gladwell, Malcolm - 2008 Little, Brown, and Company - Fascinating, perhaps skill, knowledge, and attitude aren't the only things that matter.
Pushing The Envelope Mackay, Harvey - 2000
Soar With Your Strengths Clifton, Donald O. and Nelson, Paula - 1992 Dell
Success Is A Journey Mayer, Jeffrey J. - 1998 McGraw-Hill
Success Is Not an Accident Newberry, Tommy - 2000
The Winner Within Riley, Pat - 1993 Riles & Company - Basketball imitates life.
They Call Me Coach Wooden, John - 2000 - The best advice, from the best of them all.

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 - 2000
Digital Darwinism Schwartz, Evan I. - 1999 Broadway
Growing Up Digital Tapscott, Don - 1998 McGraw-Hill
Inside the Tornado Moore, Geoffrey - 2000
Now or Never Modahl, Mary - 2000 Harper
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.

Category : Women in Business

The Power of Focus for Women Hewitt, Fran & Les - 2003 Health Communications
The Woman's Advantage Cantando, Mary - 2006 Kaplan - If you don't get any great ideas from this book, you weren't really reading it!