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It's not about you: leadership is about empowering other people as a result of your presence - and making sure that impact continues into your absence -- Presence. Trust: trust is the foundation for empowering leadership. You build trust as a leader when you reveal authenticity, empathy, and logic -- Love: you empower other people as a leader when you simultaneously set high standards and reveal deep devotion to them -- Belonging: you empower teams as a leader when you champion difference and ensure that everyone can contribute their unique capacities and perspectives -- Absence. Strategy: strategy allows you to empower organizations by showing people how to create and capture value on their own -- Culture: where strategy is silent, culture fills the space. Culture allows you to empower organizations - and beyond - by changing the way people think.

This article presents a methodology that determines the role of design in calculating the efficiency of service delivery processes. The efficiency of these processes is first determined by using a variation of frontier estimation (data envelopment analysis [DEA]-like) techniques. The methodology is then applied to a particular service delivery process in retail banking. The methodology allows one to address the question of how much inefficiency in a business process is due to process-design choice and how much is due to process execution. In addition, the methodology determines which policy group offers the most potential for improvement for a particular firm. Consistent with expectations, the results show that no single process design dominates. However, the methodology demonstrates the trade-offs for a particular institution and offers specific recommendations for either improving an existing process or radically changing to a different design.

Business success begins with trust.Trust is the basis for all that we do as leaders and as organizations. Employees who trust their employers are more productive and creative. Businesses that earn their customers' trust maintain better relationships and reap better results. Meanwhile, breaches of trust between companies and the public are becoming more frequent-and more costly.If you read nothing else on trust, read these 10 articles. We've combed through hundreds of Harvard Business Review articles and selected the most important ones to help you build, maintain, and repair trust, both as a leader and as a company.This book will inspire you to:Develop trust through competence, legitimacy, and impactUnderstand the neuroscience of trustFollow through on your commitments to stakeholdersNegotiate better with an untrustworthy counterpartSee your company through the eyes of your customersRebuild relationships after a breakdown of trustThis collection of articles includes "Begin with Trust," by Frances X. Frei and Anne Morriss; "The Neuroscience of Trust," by Paul J. Zak; "Dig, Bridge, Collectively Act," by Tina Opie and Beth A. Livingston; "Rethinking Trust," by Roderick M. Kramer; "How to Negotiate with a Liar," by Leslie K. John; "The Enemies of Trust," by Robert M. Galford and Anne Seibold Drapeau; "Don't Let Cynicism Undermine Your Workplace," by Jamil Zaki; "The Trust Crisis," by Sandra J. Sucher and Shalene Gupta; "Customer Data: Designing for Transparency and Trust," by Timothy Morey, Theodore "Theo" Forbath, and Allison Schoop; "Operational Transparency," by Ryan W. Buell; and "The Organizational Apology," by Maurice E. Schweitzer, Alison Wood Brooks, and Adam D. Galinsky.HBR's 10 Must Reads paperback series is the definitive collection of books for new and experienced leaders alike. Leaders looking for the inspiration that big ideas provide, both to accelerate their own growth and that of their companies, should look no further. HBR's 10 Must Reads series focuses on the core topics that every ambitious manager needs to know: leadership, strategy, change, managing people, and managing yourself. Harvard Business Review has sorted through hundreds of articles and selected only the most essential reading on each topic. Each title includes timeless advice that will be relevant regardless of an ever-changing business environment

Intro -- Contents -- Ch. 1: Begin with Trust -- Ch. 2: The Neuroscience of Trust -- Ch. 3: Dig, Bridge, Collectively Act -- Ch. 4: Rethinking Trust -- Ch. 5: How to Negotiate with a Liar -- Ch. 6: The Enemies of Trust -- Ch. 7: Don't Let Cynicism Undermine Your Workplace -- Ch. 8: The Trust Crisis -- Ch. 9: Customer Data: Designing for Transparency and Trust -- Ch. 10: Operational Transparency -- Ch. 11: The Organizational Apology -- About the Contributors -- Index.