The Language of Finance
Thoughts from Dr. M.P. Narayanan

Not every manager has a finance background, but being "financially fluent" is a necessary component to achieving success in any business environment. Learn more from Professor M.P. Narayanan about the keys to understanding financial language and how to use that knowledge to guide strategy, regardless of your educational background..    [Learn more]

In this issue:

• Enhancing Customer Satisfaction
• The Language of Finance
• Change at Work
• News
• Upcoming Programs

How often do you survey your customers to find out what they need? Take a quick survey. Results will be reported next month.

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Question: "Is your organization considering a merger or acquisition over the next year?"

Answer:

"The biggest driver of climate change today is, without question, the impact of human industrial activity on the chemistry of the atmosphere."

Customer Satisfaction Down Slightly

After surging through the second quarter, aggregate customer satisfaction as measured by professor Claes Fornell's American Customer Satisfaction Index has stalled. [Read & Watch article & video]

The entire staff and faculty of Ross School of Business Executive Education wish you peace, happiness and prosperity. [Click here for greeting]

Faculty to participate in Atlanta Leadership Symposium
University of Michigan's Ross School of Business joins the University of Georgia's Terry College of Business to offer the Atlanta Leadership Symposium from January-June, 2010. This six-session leadership development program for senior managers features both world-class business school professors and first-rate executives. [Find out more here]

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Human Resource Executive Program
March 1-12

Finance for the Nonfinancial Manager
March 8-12

Business Acumen
March 23-April 1

The Michigan Executive Program
April 25-May 21

Climate Change: What's Your Business Strategy?
May 17-18