The role of the Leader of Managers, now responsible for leading a team of more than three individual unit managers in any organization, requires mastery of new conceptual skills. You must become an agent of change, a visionary with a clear view of the future, a champion of the people you lead, and a servant first who serves so others may lead.

From restaurants to resorts, the hospitality industry demands strong operations management to delight guests, develop employees, and deliver financial returns. This textbook provides students and practitioners with fundamental techniques and tools to analyze and improve operational capabilities of any hospitality organization. Edited by Alec and Drs. Peter Szende and Michelle (Myongjee) Yoo, this book spans a breadth of topics critical to today's operations leaders. Each chapter - written by leading experts - surveys key theories, frameworks, and industry examples, with additional depth achieved through engaging learning features. 

In this first volume of the best-selling Customer Experience series, 22 leading CX professionals share their world-class philosophies, proven strategies, and expert insights for achieving customer success.

From the cultivation of customer-centric cultures to the curation of marketing metrics, this book covers the breadth of CX strategy. Business leaders seeking to dramatically enhance their products and services will find ample tips, techniques, and other takeaways. In Alec's section, readers will specifically learn a five-step framework for improving the quality of customer experiences.

This sequel to the bestseller Customer Experience presents even more perspectives from 24 CX thought leaders, including our Executive Director Alec Dalton. Readers will explore an array of topics on the cutting-edge of CX strategy, from the role of behavioral science in experience design to best-practices for building effective CX business cases.

Alec's contribution focuses on CX metrics and measurement. He translates Armand Feigenbaum and Joseph Juran's theories on "the cost of quality" in a manner that applies to building CX business cases. Readers will learn how to identify and balance the costs of "good quality" and "poor quality," in pursuit of optimal investments.