37THEBEST-PERFORMINGCEOsINTHEWORLD,201882REINVENTINGCUSTOMERSERVICEMatthewDixon128HOWTOCULTIVATEEVERYDAYCOURAGEJamesR.DetertTheEndofBUREAUCRACYNovember–December2018HBR.ORGHowtoFreeYourCompanytoInnovate50michiganbusiness.org/pure-cybersecurityAstheworldbecomesincreasinglyconnected,onestateisfocusingoninnovativesolutionstopreventandrespondtocyberthreats.Michigan.Creatorsoftheworld’sirstcomprehensivestate-levelapproachtocyber,ourstatetrainsandmaintainsarapidresponseteamofcyberexpertstohelpintheeventofacyberemergency.WhichmakesMichiganasafebetforanybusiness.PUREPROTECTIONNOVEMBER–DECEMBER201838LEADERSHIPTHEBEST-PERFORMINGCEOSINTHEWORLDThelatesteditionofHBR’sannuallistSPOTLIGHTTHECEO100,2018EDITION37Onthecover:DanSaelinger;NeilJamiesonHarvardBusinessReviewNovember–December20183CONNECTWITHHBRJOINUSONSOCIALMEDIACONTACTHBRWWW.HBR.ORGTWITTER@HarvardBizFACEBOOKHBR,HarvardBusinessReviewLINKEDINHarvardBusinessReviewINSTAGRAMharvard_business_reviewPHONE800.988.0886EMAILcustomerservice@hbr.orgeditors@hbr.orgdesigners@hbr.orgpublishers@hbr.orgNOVEMBER–DECEMBER201860MANAGINGORGANIZATIONSTheEndofBureaucracyTheChinesegiantHaierhasbeenonagrowthteareversinceitditchedhierarchyandrulesforaradicalnewmanagementstructure.GaryHamelandMicheleZanini50LEADERSHIPUniteYourSeniorTeamApracticalroadmapforachievingleadershipalignmentBernardC.Kümmerli,ScottD.Anthony,andMarkusMesserer60ANALYTICSBetterPeopleAnalyticsMeasurewhotheyknow,notjustwhotheyare.PaulLeonardiandNoshirContractor70OPERATIONSReinventingCustomerServiceHowT-MobileachievedrecordlevelsofqualityandproductivityMatthewDixon82SALESHowtoSellNewProductsFocusonlearning,notperformance.ThomasSteenburghandMichaelAhearne92INNOVATIONBringYourBreakthroughIdeastoLifeHowthemostsuccessfulinnovatorsdoitCyrilBouquet,Jean-LouisBarsoux,andMichaelWade102INTERNATIONALBUSINESSAfrica:ACrucibleforCreativityLessonsfromthecontinent’sbreakoutbusinessesAchaLekeandSafYeboah-Amankwah116MANAGINGYOURSELFCultivatingEverydayCourageTherightwaytospeaktruthtopower...
