37 THE BEST-PERFORMING CEOs IN THE WORLD, 2018 82 REINVENTING CUSTOMER SERVICE Matthew Dixon 128 HOW TO CULTIVATE EVERYDAY COURAGE James R. Detert TheEnd of BUREAUCRACY How to Free Your Company to Innovate 50 November– December 2018 HBR.ORG NOVEMBER–DECEMBER 2018 On the cover: Dan Saelinger; Neil Jamieson SPOTLIGHT THE CEO 100, 2018 EDITION 37 CONNECT WITH HBR 38 LEADERSHIP THE BEST-PERFORMING CEOS IN THE WORLD The latest edition of HBR’s annual list JOIN US ON SOCIAL MEDIA CONTACT HBR WWW.HBR.ORG TWITTER @HarvardBiz FACEBOOK HBR, Harvard Business Review LINKEDIN Harvard Business Review INSTAGRAM harvard_business_review PHONE 800.988.0886 EMAIL
[email protected] [email protected] [email protected] [email protected] Harvard Business Review November–December 2018 3 NOVEMBER–DECEMBER 2018 60 MANAGING ORGANIZATIONS LEADERSHIP ANALYTICS OPERATIONS The End of Bureaucracy The Chinese giant Haier has been on a growth tear ever since it ditched hierarchy and rules for a radical new management structure. Gary Hamel and Michele Zanini Unite Your Senior Team A practical road map for achieving leadership alignment Bernard C. Kümmerli, Scott D. Anthony, and Markus Messerer Better People Analytics Measure who they know, not just who they are. Paul Leonardi and Noshir Contractor Reinventing Customer Service How T-Mobile achieved record levels of quality and productivity Matthew Dixon 50 60 70 82 SALES INNOVATION INTERNATIONAL BUSINESS MANAGING YOURSELF How to Sell New Products Focus on learning, not performance. Thomas Steenburgh and Michael Ahearne Bring Your Breakthrough Ideas to Life How the most successful innovators do it Cyril Bouquet, Jean-Louis Barsoux, and Michael Wade Africa: A Crucible for Creativity Lessons from the continent’s breakout businesses Acha Leke and Saf Yeboah-Amankwah Cultivating Everyday Courage The right way to speak truth to power James R. Detert 92 4 Harvard Business Review November–December 2018 102 116 128 Alain Delorme FEATURES NOVEMBER–DECEMBER 2018 IDEA WATCH New Thinking, Research in Progress 16 OPERATIONS Making Process Improvements Stick Early excitement usually leads to backsliding. plus A roundup of the latest management research and ideas 30 DEFEND YOUR RESEARCH A Tattoo Won’t Hurt Your Job Prospects Body art no longer has any stigma in the labor market, new research suggests. EXPERIENCE Managing Your Professional Growth HOW I DID IT Cobra’s Chairman on Turning an Indian Beer into a Global Brand The key to retaining entrepreneurial spirit Karan Bilimoria 32 138 MANAGING YOURSELF How to Keep Working When You’re Just Not Feeling It Four strategies for motivating yourself Ayelet Fishbach LIFE’S WORK JOHN KERRY 156 143 CASE STUDY Can You Fix a Toxic Culture Without Firing People? A CFO wonders how to turn around a struggling division. Francesca Gino 148 SYNTHESIS DEPARTMENTS 6 Harvard Business Review November–December 2018