Harvard Business Review - 2018.11,12.pdf

37 THE BEST-PERFORMING CEOs IN THE WORLD,201882 REINVENTING CUSTOMER SERVICE Matthew Dixon128 HOW TO CULTIVATE EVERYDAY COURAGE James R.Detert TheEnd ofBUREAUCRACY NovemberDecember 2018HBR.ORGHow to Free Your Company to Innovate 50michiganbusiness.org/pure-cybersecurityAs the world becomes increasingly connected,one state is focusing on innovative solutions to prevent and respond to cyber threats.Michigan.Creators of the worlds i rst comprehensive state-level approach to cyber,our state trains and maintains a rapid response team of cyber experts to help in the event of a cyber emergency.Which makes Michigan a safe bet for any business.PURE PROTECTIONNOVEMBERDECEMBER 201838LEADERSHIPTHE BEST-PERFORMING CEOS IN THE WORLDThe latest edition of HBRs annual list SPOTLIGHT THE CEO 100,2018 EDITION37On the cover:Dan Saelinger;Neil JamiesonHarvard Business ReviewNovemberDecember 2018 3CONNECT WITH HBRJOIN US ON SOCIAL MEDIACONTACT HBRWWW.HBR.ORG TWITTER HarvardBizFACEBOOK HBR,Harvard Business ReviewLINKEDIN Harvard Business ReviewINSTAGRAM harvard_business_reviewPHONE 800.988.0886EMAIL customerservicehbr.org editorshbr.org designershbr.org publishershbr.orgNOVEMBERDECEMBER 201860MANAGING ORGANIZATIONSThe 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 Zanini50LEADERSHIPUnite Your Senior Team A practical road map for achieving leadership alignmentBernard C.Kmmerli,Scott D.Anthony,and Markus Messerer60ANALYTICSBetter People Analytics Measure who they know,not just who they are.Paul Leonardi and Noshir Contractor70OPERATIONSReinventing Customer Service How T-Mobile achieved record levels of quality and productivityMatthew Dixon82SALESHow to Sell New Products Focus on learning,not performance.Thomas Steenburgh and Michael Ahearne92INNOVATIONBring Your Breakthrough Ideas to Life How the most successful innovators do itCyril Bouquet,Jean-Louis Barsoux,and Michael Wade102INTERNATIONAL BUSINESSAfrica:A Crucible for Creativity Lessons from the continents breakout businessesAcha Leke and Saf Yeboah-Amankwah116MANAGING YOURSELFCultivating Everyday Courage The right way to speak truth to power James R.Detert128FEATURESAlain Delorme4 Harvard Business ReviewNovemberDecember 2018Imagine whats possible when creativity,innovation and strategic thinking soar to new heights.At KPMG,we know how intelligent automation can help reinvent your business,create competitive advantage and empower your employees.Learn more at read.kpmg.us/intelligentautomationAnticipate tomorrow.Deliver today.Automate intelligently.Innovate ingeniously.Unlock human imagination with intelligent automation.NOVEMBERDECEMBER 201816OPERATIONSMaking ProcessImprovements StickEarly excitement usually leads to backsliding.plus A roundup of the latest management research and ideas30DEFEND YOUR RESEARCHA Tattoo Wont Hurt Your Job ProspectsBody art no longer has any stigma in the labor market,new research suggests.HOW I DID ITCobras Chairman on Turning an Indian Beer into a Global BrandThe key to retaining entrepreneurial spiritKaran Bilimoria32New Thinking,Research in ProgressIDEA WATCH 8 From the Editor 10 Contributors 14 Interaction 150 Executive SummariesDEPARTMENTSLIFES WORK JOHN KERRY156138MANAGING YOURSELFHow to Keep Working When Youre Just Not Feeling ItFour strategies for motivating yourselfAyelet Fishbach143CASE STUDYCan You Fix a Toxic Culture Without Firing People?A CFO wonders how to turn around a struggling division.Francesca Gino148SYNTHESISPredicting the FutureWhats really preventing leaders from taking the long view?Ania G.WieckowskiManaging Your Professional GrowthEXPERIENCEChristoffer Rudquist;David Dee Delgado/New York Times/Redux6 Harvard Business ReviewNovemberDecember 2018 2018 Splunk Inc.Machine data could drive your business.It holds the key to happy customers,problem-free IT and headline-free cybersecurity.Let Splunk turn your machine data into answers-like we do for more than 16,000 customers around the world.See how: PETABYTEOF DATA IS A TERRIBLE THING TO WASTE.STABILITY AMID TURMOILOne of the most striking things about this years list of the best-performing CEOs is how consistent it is with last years.Fully 70%of the leaders in our 2018 ranking are returnees.That stability is relected in the average tenure of the CEOs16 years,compared with 7.2 years for S&P 500 CEOs in 2017.These are extraordinarily turbulent times,and the longevity of our top 100 is remarkable.The CEOs on our list(beginning on page 41)have prospered even as the global business environment has gotten more challenging.Escalating trade tensions only add to the complexities of digitization,disruption,and shifting consumer expectations.Of course,the trends cut both ways:The forces that kept Pablo Isla of Inditex(parent of fast-fashion leader Zara)atop our ranking are the same ones that weakened industry mainstays such as L Brands,whose leader,Leslie Wexner,fe