This page includes links to many of the resources I've found of value in my work.  Many of the books and articles are available from Amazon.com by clicking on the title. (You can also click the Amazon graphic below for a direct link to Amazon.com)

Books and Articles

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• Balanced Scorecard and Corporate Measurement and Strategy
• Customer Loyalty Measurement and Management
• Six Sigma and Quality Management
• Human Resources Measurement and Management
• Integrated Account Management and B2B Marketing

• Balanced Scorecard and Corporate Measurement and Strategy

  • The Balanced Scorecard by Robert S. Kaplan, David P. Norton

  • The Balanced Scorecard: Measures That Drive Performance (HBR OnPoint Enhanced Edition) by Robert S. Kaplan, David P. Norton

  • Putting the Balanced Scorecard to Work (HBR OnPoint Enhanced Edition) by Robert S. Kaplan, David P. Norton

  • Spotting Patterns on the Fly: A Conversation with Birders David Sibley and Julia Yoshida available from Harvard Business Review Press.  Excellent article on the similarities of birding and finding business patterns in business data.  (This article pulls together two of my favorite activities: birding and analytics.)

   

• Customer Loyalty Measurement and Management

  • The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value by James L. Heskett, et al

  • Loyalty Rules: How Today's Leaders Build Lasting Relationships by Frederick F. Reichheld

  • The Loyalty Effect by Frederick F. Reichheld, Thomas Teal

  • The One Number You Need to Grow (HBR OnPoint Enhanced Edition)  -- by Frederick F. Reichheld

  • Lead for Loyalty (HBR OnPoint Enhanced Edition) [DOWNLOAD: PDF]
    by Frederick F. Reichheld

• Six Sigma and Quality Management

  • The Six Sigma Way: How GE, Motorola, and Other Top Companies are Honing Their Performance by Peter S. Pande

   

• Human Resources Measurement and Management

  • How to Measure Human Resource Management by Jac Fitz-Enz, Barbara Davison

  • The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction, and Value by James L. Heskett, et al

  • Putting the Service-Profit Chain to Work (HBR OnPoint Enhanced Edition) [DOWNLOAD: PDF] by James L. Heskett

  • The Leadership Challenge, Third Edition by James M. Kouzes, Barry Z. Posner

• Integrated Account Management and B2B Marketing

  • Business to Business Marketing: Creating a Community of Customers
    by Victor L. Hunter

  • Integrated Account Management: How Business-To-Business Marketers Maximize Customer Loyalty and Profitability
    by Mark A. Peck