Customer-driven operations: aligning quality tools and business processes for customer excellence

Book Cover
Average Rating
Publisher:
McGraw-Hill,
Pub. Date:
c2009.
Language:
English
Description

The global economy is witnessing previously unseen levels of competitiveness, forcing business leaders to contend with unprecedented challenges. No longer can companies seize and hold a customer base by operating adequately. In order to enjoy a competitive advantage, an organization must operate at exemplary levels of performance in every facet of business and maintain that degree of excellence indefinitely. This is achieved through careful alignment of operational systems and the use of innovative process management initiatives. “Unless an organization is uniquely qualified to deal with its customers by understanding its own strengths and weakness,” writes internationally renowned operational management expert Christopher K. Ahoy, “it will be unable to understand what is required to move from the current paradigm of doing business.”

In Customer-Driven Operations Management, Ahoy distills the most current business theories and practices that will help you weed out and eliminate operational inefficiencies and put in place the necessary metrics for providing products and services better, cheaper, and faster than ever. Ahoy walks you through the steps of creating a world-class organization, which include

  • Mapping your company's processes to target weak points
  • Realigning management systems from functional to process-focused
  • Setting benchmarks throughout the process to help quantify levels of success
  • Establish a system of knowledge management for the seamless alignment of teams and departments
  • Improving process management using Lean, Six Sigma, and other methodologies
  • Create a sound strategic planning initiative to eliminate future surprises

With diagrams and figures to highlight salient points, Customer-Driven Operations Management clarifies and simplifies the otherwise daunting task of enacting major changes in your company's operations systems.

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Contributors:
ISBN:
9780071608329
007160832
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Grouping Information

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full_title customer driven operations aligning quality tools and business processes for customer excellence
author ahoy christopher k
grouping_category book
lastUpdate 2017-08-14 05:04:51AM

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subject_facet Business logistics, Customer relations, Industrial management, Production management
table_of_contents Where does a world-class journey begin? -- Creating a world-class organization -- Where to start your journey -- Stages of change -- Levels of development -- Who is the customer? -- Customer focus -- Organization design -- Metrics -- Systems approach and filling in the gaps -- Quality tools -- Trends facing a world-class journey.
target_audience Other
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title Customer-driven operations aligning quality tools and business processes for customer excellence
title_alt Customer-driven operations management.
title_display Customer-driven operations aligning quality tools and business processes for customer excellence
title_full Customer-driven operations [electronic resource] : aligning quality tools and business processes for customer excellence / Christopher Ahoy
title_short Customer-driven operations
title_sort customer-driven operations aligning quality tools and business processes for customer excellence
title_sub aligning quality tools and business processes for customer excellence