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
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On the cover: Dan Saelinger; Neil Jamieson
SPOTLIGHT THE CEO 100, 2018 EDITION
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Harvard Business Review November–December 2018
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NOVEMBER–DECEMBER 2018
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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
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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
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Harvard Business Review November–December 2018
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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
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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