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ADDMC_ad.qxd 10/12/07 1:47 PM Page 1 Associate Deans Conference Data Management Conference how they can be managed to do so. These interactions can't be rigidly scripted, they warn, or managers risk focusing too much on processes and not enough on outcomes. Instead, they insist that emotion will under- lie any good employee-customer interaction and that employee and customer experiences must be mea- sured together if the results are to mean anything at all. Once manag- ers understand the way employer- customer relationships work at their companies, they can improve them, even if that requires widespread organizational change. Is it worth the effort? According to the authors, companies that applied Human- Sigma management principles have outperformed their peers by 26 per- cent in gross margin and 85 percent in sales growth. Worth it, indeed. (Gallup Press, $25.95) 101 Leadership Tips is a charming little book in which Danny R. Arnold and Ahmad Tootoonchi of Frost- burg State University come across as wise uncles sharing years' worth of accumulated wisdom. The tips are divided by topic—remember- ing your human side, communicat- ing with followers, developing a decision-making process—but all of them are presented in the same straightforward, friendly tone of a respected elder offering really good advice. "Everyone has ambition. Show only a little of it," they recom- mend. Also, "A good leader inspires his or her followers. You should attempt to convert simple jobs and projects into quests." The book isn't ground-breaking, but it's insightful; it lays out an action plan and a code of behavior that any leader would do well to follow. (Pearson Custom Publishing, $22.67) ■ z BizEd NOVEMBER/DECEMBER 2007 71 December 13-15, 2007 Tampa, Florida, USA Increasing Your Margin of Effectiveness Register by November 13, 2007, to save 200 USD with the early registration discount. Maximize your impact and your dollar with this two-for-one event designed so you can create your own agenda! Combine sessions from two of AACSB's most sought-after meetings. The Associate Deans Conference offers you performance strategies and problem-solving techniques to successfully manage your increasingly complex business school. This conference covers strategic planning, accreditation, benchmarking, conflict management, faculty development, and leadership. At the Data Management Conference, you will learn how to make better, more informed decisions by maximizing available data resources. You also will examine ways to use data to support continuous improvement and strategic planning. Visit www.aacsb.edu/conferences for the latest information. AACSB International Conferences