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Catalogue complet

Service Operations Management

Is Finance Technology? explores how fintech reshaped how the world borrows, saves, spends, and invests. Behind the hype and headlines, though, is a hard truth--most fintech companies fail. Not because their ideas aren't feasible, but because founders underestimate the complexity of blending finance, technology, and regulation. Drawing on years of experience as a founder, operator, and investor, fintech veteran Andrew Endicott reveals the patterns driving industry success and failure. From banking and payments to insurance and infrastructure, Endicott examines the forces transforming financial services and exposes the strategic blind spots that derail even the most ambitious of founders. Clear, candid, and deeply informed, Is Finance Technology? is essential reading for founders, investors, and anyone who wants to understand where the future of finance is heading--and which companies will endure and shape it.

Insights for Building an Enduring Fintech Company

Is Finance Technology?

Building a Venture Firm, Investing in Startups, and Driving Returns

The Business of Venture Capital

Take all the business tax deductions you're due. Small business owners leave money on the table every single year. Without comprehensive knowledge of current tax law, entrepreneurs miss thousands in legitimate deductions and credits--money that could fund growth, increase payroll, or strengthen your bottom line. The difference between an average tax return and an optimized one often comes down to knowing which deductions you qualify for and how to claim them correctly. Updated for the latest tax laws and regulations, Deduct It! includes key federal tax law changes under the One Big Beautiful Bill Act. It has updated information on 100% bonus depreciation, as well as everything you need to know about the 20% pass-through deduction. This practical manual shows you exactly how to maximize your business deductions quickly, easily, and legally, so you can minimize your tax burden and keep more of what you earn. Deduct It! is your complete guide to claiming every business tax deduction and credit you're legally entitled to. This edition explains what small business owners need to know about claiming the home office deduction and retirement deductions. You'll also learn the rules for deducting startup and operating expenses, long-term assets, inventory, travel and meals, office expenses, and more. It also explains how to keep proper tax records and how business owners can protect themselves from audits. Now, more than ever, understanding taxes is essential for small business success. Deduct It! provides the comprehensive, current tax law information you need to navigate the complex tax landscape confidently. Easy to read, full of practical examples, and organized for quick reference, this guide will pay for itself many times over.

Lower Your Small Business Taxes

Deduct It!

This book helps sales professionals, support teams, process improvement experts, and internal consultants reduce operational complexity to improve sales operations. In addition to proven process methodologies, it discusses how to integrate leading-edge technologies such as Artificial Intelligence (AI), work task mining, digitization, and data governance to reduce process complexity and friction. It is estimated that salespeople spend less than 50% of their time selling products or services. For some organizations, this percentage is as low as 30%. Non-selling time is spent on administrative activities and prospecting for new customers. Administrative activities include sales reporting, expediting orders for different reasons, handling customer inquiries and complaints, training, and working through the many tools, processes, and teams needed to get information or work done. The goal of this book is to show ways to remove administrative work tasks from sellers to increase deal velocity, give back selling time, and reduce lead time from quote to cash. In parallel, the author discusses ways to automate these tasks using automation strategies, including AI for important work tasks such as prospecting, lead management, creating quotes and proposals, preparing and managing customer meetings, and similar work. This book enhances customer, sales, support teams, and stakeholder satisfaction

How to Use Artificial Intelligence and Digitalization Applications to Improve Processes

Sales Support Operations

Insights from Top Performers to Help You Make Decisions, Act, and Grow

Two Types of People

This book summarizes the 'rules of the service game' and presents the distilled lessons from three leaders' decades-long experience in consulting, teaching, and research on service, summarizing the 'rules of the game' they have learned. In particular, the authors emphasize that people (customers, employees, and managers) remain a prominent key to success in service, regardless of the level and extent of technology, robotics, and artificial intelligence (AI) involved.Embracing the social psychology of the various stakeholders and the settings in which they interact is critical for the long-term health of service organizations because this is what can yield sustainable competitive advantage. To be effective, service leaders need to understand the complexities of people so that they can create and support appropriate psycho-social contexts in their organizations.This book draws on the interrelated disciplines of social psychology, organizational behavior, and organizational psychology to distill fundamental principles that help inform the effective management of people and their organizational contexts. This book summarizes the most important 'rules of the game' on how to build effective service organizations for people to innovate, design, and co-create value.Rules of the Service Game provides a sharp and concise summary of how to manage a service organization by three thought leaders in this field. It reveals how people are central to the development of services whether those are delivered via technology, personally, or -- more likely -- a combination of these. This book deals with the organizational and contextual issues that produce the service quality marketing promotes. A central focus of the book is talent management -- how to attract, retain, and manage the talent necessary for creating and implementing the wide range of service delivery systems that will be required in the future.

Rules of the Service Game: What Service Leaders Need to Know

From Apps to Agents: How Artificial Intelligence Turns Intentions Into Actions - And Who Wins

The Invisible Interface

Target 2%: Easing Inflation in an Uncertain WorldHow should the Fed finish the inflation-reduction job and prepare for the changing world ahead, addressing challenges of tariffs, supply chain "shocks," and changes in the status of the dollar and the nature of international cooperation? Finishing the Inflation Job and New Challenges in Monetary Policy collects essays and discussions from the annual Hoover Institution Monetary Policy Conference, held on May 9, 2025, exploring these themes and considering other big-picture issues that affect monetary policy in this volatile international environment. Each year, the conference brings together academics, policymakers, media members, and others to consider the issues affecting monetary policy, both in the United States and worldwide. In her welcoming remarks to the conference, Hoover Director Condoleezza Rice sets the tone, stating that the United States is "experiencing an avalanche of uncertainty," with everything about the international order in question, including the United States' role in it. With inflation still stubbornly above the Federal Reserve's 2% target at the time of the conference, how to finish the inflation-reduction job was a natural point of focus. But contributors also explore in depth many other challenges and questions on monetary policy that lie ahead: How should central banks counter a new surge of inflation, should one arise? What lessons should we take from the 2021-22 inflationary episode? Are tariffs the next supply shock? How should central banks adapt their formal strategies, constructed in an era of zero-interest rates and low inflation? How should financial regulation adapt to the uncertainties of geopolitics and the big technological innovations going on around us? This year's conference included a celebration of the life and career of John B. Taylor. Many essays convey this spirit of homage, noting the influence of Taylor and the Taylor rule on policymaking. Among its eight sections, the book proceeds by exploring current issues in finance and the financial regulation of cryptocurrency, the growing role of private credit, and how the history of the price stability objective reverberates in the present day. Monetary policy must adapt to this very new world.

Finishing the Inflation Job and New Challenges for Monetary Policy

The proven way to respond to high-conflict healthcare situations—without making them worse. BIFF for Healthcare delivers a practical, evidence-based approach to one of the most pressing challenges in modern healthcare: managing emotionally charged, high-conflict communication without escalating risk, burnout, or complaints.Adapted from Bill Eddy’s internationally recognized BIFF Response®&nbsp;Method (Brief, Informative, Friendly, Firm), this book translates a proven conflict-communication framework into real-world healthcare settings. Readers learn how to respond effectively to demanding patients, distressed families, high-conflict colleagues, and disruptive physicians—while maintaining professionalism, boundaries, and patient safety.Designed for time-pressured clinical environments, BIFF techniques can be learned quickly and applied in minutes during daily practice, including emails, documentation, and face-to-face interactions. The approach reduces escalation, strengthens trust, and supports clearer communication under stress—key factors in improving patient experience and protecting staff well-being.Written for a broad professional audience, BIFF for Healthcare is relevant to physicians, nurses, administrators, HR professionals, risk managers, and patient-relations teams. As the fifth volume in the established BIFF Conflict Communication Series, it builds on a model already adopted by organizations worldwide.Ideal for onboarding, continuing education, and professional development programs, this book offers healthcare organizations a practical tool for safer communication, stronger teams, and more resilient care delivery.

Biff for Healthcare

A practical framework for building inclusive prosperity through positive-sum economics&nbsp; Zero-sum thinking has cost the American economy an estimated&nbsp;$50 trillion&nbsp;over the last 30 years.&nbsp;Positive Sum: How Zero-sum Thinking Broke Capitalism - and How We Can Fix It reveals why this primitive instinct continues to cost businesses&nbsp;$600 billion&nbsp;annually and offers a practical roadmap for recognizing the economic power of fairness to create broadly shared prosperity.&nbsp; Drawing on his experience&nbsp;heading&nbsp;the Ford Foundation's Mission Investments program and his earlier Wall Street career, Roy Swan&nbsp;demonstrates&nbsp;that the belief that someone must lose for another to win is economically inefficient. Through personal narrative, historical insight, and practitioner experience, the book presents concrete investment strategies delivering proven 28% returns while advancing inclusive growth.&nbsp; Readers will also find:&nbsp; <ul> <li>Evidence showing how zero-sum assumptions undermine both corporate profits and national prosperity, backed by rigorous economic analysis&nbsp;</li> </ul> <ul> <li>Practical implementation strategies for impact investing that align financial returns with social outcomes across global markets&nbsp;</li> </ul> <ul> <li>Real-world case studies from the Ford Foundation's Mission Investments program&nbsp;demonstrating&nbsp;market-rate returns alongside measurable impact&nbsp;</li> </ul> <ul> <li>A distinctly American framework for stakeholder capitalism that resonates across political divides while&nbsp;remaining&nbsp;globally applicable&nbsp;</li> </ul> <ul> <li>Actionable guidance for business leaders seeking sustainable models that create value for shareholders, employees, and communities simultaneously&nbsp;</li> </ul> Positive Sum&nbsp;offers essential reading for business leaders seeking sustainable economic models, investors looking to align values with returns, policymakers addressing inequality, and anyone concerned about building an economy where prosperity is broadly shared rather than narrowly concentrated.

How Zero-Sum Thinking Broke Capitalism - And How We Can Fix It

Positive Sum

DR. JOHN BRINKLEY was, at one time, the wealthiest doctor of his time, undeniably the most Barnum-esque promoter in medicine in his time, vilified and prosecuted as a quack, praised as saint by the amazing number of men who flocked to him for his 'fountain of youth'---and by their wives. In this second edition of the book, delve into his TWENTY-ONE MARKETING PRINCIPLES, which offer a blueprint for bold advertising, marketing, promotion, and personal promotion strategies that can transform any business into a profitable venture.IF YOU DESIRE TO MAKE YOURSELF OR YOUR BUSINESS RENOWNED AND MAGNETICALLY ATTRACTIVE, whether locally or globally, this in-depth exploration of the Lost Secrets behind Brinkley's success is a must-read!EXPLORE:<ul><li>Strategies for establishing Maximum AUTHORITY, ensuring that your offerings are sought after and embraced without hesitation.</li><li>The crucial elements of CLARITY necessary for marketing success, often overlooked by businesses.</li><li>An essential question that, once answered, can significantly enhance the effectiveness of your advertising efforts, setting you apart from competitors.</li><li>The 3-Step Brinkley Blueprint for leveraging media effectively, avoiding the common pitfalls that befall many business owners.</li><li>A revolutionary shift in your sales approach that can lead to easier conversions—why the sale delayed can be the sale more easily made!</li><li>The Brinkley Prescription for achieving virtually unlimited PRICE ELASTICITY, along with the ultimate response to any price objection.</li><li>The key to earning ADMIRATION, a powerful tool for attracting customers who are eager to engage with your business.</li></ul>INCLUDES:<ul><li>TRANSCRIPT of a Brinkley Radio Broadcast</li><li>ARCHIVE EXAMPLES of Dr. Brinkley's sales literature and advertising copy.</li><li>PROFITABLE LESSONS FROM Napoleon Hill, Donald Trump, Martha Stewart, Dr. Atkins, Zig Ziglar, Dave Thomas (Wendy’s), and Avatar.</li></ul>

How John R. Brinkley Used His 21 Lost Marketing Secrets to Build a Notorious Medical Empire and Make Millions

No B.S. Guide to Making Them Believe

From the author of A People's Guide to Capitalism, a clear-eyed look at cryptocurrencies from the left, cutting through the glitz and the scams to reveal how crypto mirrors and exacerbates the crises of capitalism. 
 
Cryptocurrencies have gone from being fringe investments relevant only to hardcore adherents to a $3.7 trillion industry with a direct line to Donald Trump's White House. The promises of crypto are wide-ranging, preying on a basic reality: people are disaffected by an economic and financial system that has excluded them and wonder if cryptocurrencies can offer a more transparent and inclusive alternative. 
 
Challenge any of these notions, or raise concerns about crypto's associations with money laundering, the speculative bubbles ballooning around these assets, or the disastrous climate implications of the technology behind crypto, and you'll be told by proselytizers that you simply don't understand. That complexity is often intentional, serving as a shield from critical scrutiny. 
 
Enter Crypto-Capitalism, Hadas Thier's deft, accessible examination of the rise and fall and rise again of crypto. Drawing on years of reporting on the industry, its insiders, and the ordinary people impacted by its wild peaks and busts, Thier explains how cryptocurrencies work, elucidates the context and implications of their rise, and debunks the utopian mythology that animates their boosters. 
 
By showing that systemic exploitation and domination are inherent in a crisis-ridden capitalist economy and are matters of class power, not technology, Thier convincingly cuts through the froth and the lies of financial dystopia. Along the way, she opens up alternative avenues for imagining what economic democracy could actually look like.

The New Financial Dystopia

Crypto-Capitalism

Service Operations Management

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