http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-2.xsd
a guide for accountants, lawyers, and other professional services
xxix, 330 pages : illustrations ; 26 cm.
1. Introduction -- 2. A flawed theory -- "Analyzing" the predominant practice equation -- Summary and conclusions -- 3. A paradigm worthy of a proud profession -- Why are professionals successful? -- Cognitive dissonance -- Why are we in business? -- Study success: it leaves clues -- What business are you in? -- Where do profits come from? -- Summary and conclusions -- 4. Intellectual capital : the chief source of wealth -- The physical fallacy -- The scarcest resource of all -- The three types of IC -- Is all this stuff good? -- Summary and conclusions -- 5. Human capital: your people are not assets, they are volunteers -- Becoming a lighting rod for talent -- Retaining your firm's human capital -- The importance of continuing professional education -- Rewarding your firm's human capital investors -- When human capital turns negative -- Summary and conclusions -- 6. Structural capital: if only we knew what we know -- Leveraging IC and creating the world's second largest currency -- Converting tacit to explicit knowledge -- Knowledge lessons from the U.S. Army -- Summary and conclusions -- 7. Social capital: man is not an island -- Is there an accounting for tastes? -- Leveraging the social capital in the firm of the future -- Reputation, brands, referral sources, and networks -- Suppliers and vendors -- Shareholders and other external stakeholders -- Joint venture partners and alliances -- Professional associations and formal affiliations -- Firm alumni -- Consider creating a university -- Putting it all together: the concierge service model -- Summary and conclusions -- 8. You are your customer list -- What do customers really buy? -- The value proposition -- Moments of truth -- What is beyond total quality service? -- Is being a trusted advisor enough? -- From zero defects to zero defections -- Why do we lose customers? -- Customer complaints -- The 100-percent money-back guarantee -- Bad customers drive out good customers -- Adaptive capacity -- Firing customers -- The forced churn -- Thoughts on requests for proposals (RFPs) -- Summary and conclusions -- 9. You are what you charge -- A tale of two theories -- A better theory of value.
Includes bibliographical references (pages 309-316) and index.