Customer responsive management: the flexible advantage
Saved in:
| Main Authors: | , |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Cambridge, Mass. <<[u.a.]>>
Blackwell
1996
|
| Series: | The Blackwell business dimensions in total quality series
|
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XVII, 416 S. graph. Darst. |
| ISBN: | 1557865051 |
Staff View
MARC
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Record in the Search Index
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|---|---|
| adam_text | CONTENTS AN INTRODUCTION TO CUSTOMER
1 RESPONSIVENESS 1
How Are Customer-Responsive Activities Different? 4
Does Customer-Responsive Management Only Apply to Services? 5
How Are Customer-Responsive Activities Different from
Mass-Marketing Efforts? 8
Is Customer Responsiveness a New Concept? 9
Mass Production to Mass Customization 10
More Flexible Organizational Structures 13
The Simplification of Transactions between Groups 15
The Development of Responsive Networks 16
Customer Responsiveness Creates Customer Value 21
Customer Responsiveness Requires Flexibility 24
Summary 24
References 26
THE EVOLVING ECONOMIC FOCUS:
2 FROM CONQUEST TO RELATIONSHIP 27
The First Era 28
The Second Era 29
The Third Era 29
Capitalism - The Roots of Modern Business 30
The Production Stage of the Mass-Production Era 34
Standardized Interchangeable Parts 34
Production Line 34
Scientific Management 35
Cost Accounting 35
The Mass-Marketing Stage of the Mass-Production Era 37
Mass Merchandising 37
The Marketing Concept 37
Market Segments 38
The Supply-Chain Logistics Stage of the Mass-Production Era 39
The Total Quality Stage of the Mass-Production Era 39
The Fourth Era - Customer-Responsive Management 43
Summary 48
References 49
Contents
WHY SHOULD ORGANIZATIONS BE
3 RESPONSIVE? 51
Responsiveness Improves the Fit between Customer Need
and Delivery 51
Responsiveness Increases Customer Retention and Profits 56
Responsiveness Decreases Costs 58
Responsiveness Makes Organizations More Responsive to
Competitive and Environmental Change 60
Summary 61
References 62
CUSTOMER RESPONSIVENESS IS
4 ACTIVITY BASED 63
Four Components of Every Activity 63
An Event Triggers the Activity 64
The Definition of the Response 69
The Coordination of Activities 82
The Delivery of Desired Benefits 88
Summary 90
References 92
5 THE CUSTOMER-RESPONSIVE MODEL 93
The Establishment of a Customer-Responsive Strategy 97
Step 1: Establish a Relationship with the Customer 97
Step 2: Diagnose the Individual Customer s Needs 99
Step 3: Determine the Organization s Ability to Meet the
Individual Customer s Needs 100
Step 4: Commit to the Customer 101
Step 5: Enable Customer Response 101
Step 6: Develop Delivery Plan 101
Step 7: Dispatch Individual Needs 102
Step 8: Monitor the Delivery Process 102
Step 9; Mentor Partners 103
An Example of Response-Based Manufacturing 103
Responsiveness Can Be Increased by Separating the
Dispatching of Work from the Scheduling of Capacity 104
Responsiveness Is Limited by Work Quality 107
Responsiveness Is Limited by the Flexibility of the
Delivery Units 107
Responsiveness Is Limited by the Orientation of the
Support Organization 108
The Effect of Responsiveness on Business Philosophy 108
viii
Contents
Summary 115
References 116
EXAMPLES OF CUSTOMER-RESPONSIVE
6 ORGANIZATIONS 117
The Subway Example 118
The Pizza Hut Example 119
Coordination by Prioritized Dispatch List 120
Distribution Center Example 124
Military Campaigns 126
The Hospital Example 130
The Union Bank of Switzerland 133
Roadway Logistics Systems 136
Summary 141
References 142
THE CUSTOMER RELATIONSHIP
7 MANAGEMENT TASK 143
Relationship Management 143
Interaction Management 149
Diagnosis Management 153
Listening-Based Diagnosis 154
Display-Based Diagnosis 155
Question-Based Diagnosis 156
Prototype-Based Diagnosis 158
Screening-Based Diagnosis 159
Customer-Service Management 160
Can You...? 161
Will You ...? 163
Did You...? 164
Why Did You . . . ? 165
Why Should I...? 166
Summary 167
References 168
DELIVERY COORDINATION
8 MANAGEMENT TASK 169
Best-Practice Guideline Management 169
Task Management 173
Capacity Management 175
Improving the Forecasting of Capacity Needs in the Short Run 176
Cross Training Employees 179
ix
Contents
Developing Cooperative Networks for Immediate Run
Flexibility 179
Resource Interface Management 187
Delivery Coordination Summary 189
Yield Management 190
Summary 193
References 194
CUSTOMER-RESPONSIVE
9 DEMAND ECONOMICS 195
Benefits versus Capacity Orientation 195
Demand Curve Construction 196
All Demands Are Derived from Individual Needs 197
Solution Value = (Customer Value * Fit) - Hassle 198
Customer Value 198
The Factors that Affect Yield 202
The Determinants of Customer Value 209
How Benefit Value and Capacity Are Determined for
Customer-Responsive Activities 211
The Methods for Changing the Characteristics of Activities 212
Summary 214
References 215
CUSTOMER-RESPONSIVE
10 COST ECONOMICS 217
Role of Inventory 217
What Is the Cost of Capacity? 219
Capacity Management Is Immediate-Run Management 220
Immediate-Run Decisions Determine the
Revenue Generated from Scheduled Capacity 222
How Are Costs Used to Make Decisions? 224
Is There a Relationship Between Fixed and Variable Costs? 224
Customer-Responsive Relationships Between Fixed and
Variable Costs 227
Economy of Use 228
Economy of Modularity 230
Economy of Networking 233
The Capacity Inflexibility Dilemma 236
Summary 238
References 239
x
Contents
1 1 CUSTOMER-RESPONSIVE PRICING 241
Product-Based Pricing 241
Public Good Pricing 244
Responsive Activity Pricing 249
The Value of the Benefits to Customers 253
The Out-of-Pocket Cost of Providing Benefits 254
Pricing Implementation 258
Fit 258
Intensity of Response 259
Hassle 259
Posted Pricing 260
Experience Pricing 260
Negotiated Pricing 261
Package Pricing 261
Summary 261
References 262
THE CUSTOMER-RESPONSIVE
1 2 ORGANIZATION 263
Planning the Responsive Planning Process 263
Process 264
Resources 264
Infrastructure 265
A Biological Analogy for Organizations 269
A Generalized Responsive Model 274
Individual Delivery Process 274
Infrastructure Development Plan 276
Logistics Is the Management of Responsive Activities 282
Summary 286
References 287
CUSTOMER-RESPONSIVE INFORMATION
1 3 INFRASTRUCTURE 289
The Basis for Customer-Responsive Infrastructure Design 290
Customer Relationship Strategies 291
Resource Relationship Strategies 291
Knowledge-Based Development Strategies 292
Operating Strategies 292
Information Infrastructure Strategies 292
Consensus-Building Concept Room 295
xi
Contents
Design Criteria for Responsive Information System 297
The Customer-Responsive Process 299
The Requirements of a Customer-Responsive Infrastructure 301
The Capture, Storage, Retrieval, and Sharing
of Customer Information 301
The Storage, On-Demand Retrieval, and
Evaluation of Processes 303
The Identification of Resource Ability and the Capacity for
Responding to Customer Needs 304
The Ready Identification of Individuals Responsible for
Coordinating the Relationship 306
The Capture, Storage, and Retrieval of All the Information
Necessary to Totally Define the Request 307
The Capture, Storage, and Retrieval of All the Steps
Necessary to Dispatch the Delivery 307
Developing Visualization Tools 307
Context Diagrams 308
Entity Relationship Diagrams 312
Business-Event Diagrams 316
Implementation Strategy 319
The Structure of the Information Required 319
The Linking of the Processes 320
The Structure of the Process 320
The Importance of Authentication 321
The Importance of Information Security 321
Summary 325
References 326
14 RESPONSIVE RELATIONSHIPS 327
Relationships Defined 329
What Is a Relationship? 330
Why Cultivate Relationships? 331
What Makes Relationships Work? 334
What Makes Relationships Fail? 337
Steps to Build a Strong Relationship 339
Contracting Tends to Make Relationships
Unresponsive 342
Building Relationships 344
Summary 363
References 365
xii
Contents
THE EVOLVING BUSINESS FOCUS:
PRODUCTION TO CUSTOMER
1 5 RESPONSIVENESS 367
Rethinking the Mass-Production Approach to Productivity 367
The Rise and Restructuring of the Services Economy 371
The Evolution of Organizations 377
The Shifting View of Capitalism from Ownership
to Resource 379
The Evolution of the Information Age 384
First Trend - Miniaturization and Microcomputers 385
Second Trend - Development of Interface Standards 385
Third Trend - Self-Identification 386
Fourth Trend - The Mobile Connection 387
Fifth Trend -Systems Development Shifts Toward Users 387
Structured Information Systems for Highly Routine
Activities 391
The Information Modeling Approach to Analysis 391
Traditional Statistics 392
Information Theoretic Statistics 394
Customer-Responsive Health Care Providers 401
Summary 404
References 407
INDEX __ 409
xiii
|
| adam_txt |
CONTENTS AN INTRODUCTION TO CUSTOMER
1 RESPONSIVENESS 1
How Are Customer-Responsive Activities Different? 4
Does Customer-Responsive Management Only Apply to Services? 5
How Are Customer-Responsive Activities Different from
Mass-Marketing Efforts? 8
Is Customer Responsiveness a New Concept? 9
Mass Production to Mass Customization 10
More Flexible Organizational Structures 13
The Simplification of Transactions between Groups 15
The Development of Responsive Networks 16
Customer Responsiveness Creates Customer Value 21
Customer Responsiveness Requires Flexibility 24
Summary 24
References 26
THE EVOLVING ECONOMIC FOCUS:
2 FROM CONQUEST TO RELATIONSHIP 27
The First Era 28
The Second Era 29
The Third Era 29
Capitalism - The Roots of Modern Business 30
The Production Stage of the Mass-Production Era 34
Standardized Interchangeable Parts 34
Production Line 34
Scientific Management 35
Cost Accounting 35
The Mass-Marketing Stage of the Mass-Production Era 37
Mass Merchandising 37
The Marketing Concept 37
Market Segments 38
The Supply-Chain Logistics Stage of the Mass-Production Era 39
The Total Quality Stage of the Mass-Production Era 39
The Fourth Era - Customer-Responsive Management 43
Summary 48
References 49
Contents
WHY SHOULD ORGANIZATIONS BE
3 RESPONSIVE? 51
Responsiveness Improves the Fit between Customer Need
and Delivery 51
Responsiveness Increases Customer Retention and Profits 56
Responsiveness Decreases Costs 58
Responsiveness Makes Organizations More Responsive to
Competitive and Environmental Change 60
Summary 61
References 62
CUSTOMER RESPONSIVENESS IS
4 ACTIVITY BASED 63
Four Components of Every Activity 63
An Event Triggers the Activity 64
The Definition of the Response 69
The Coordination of Activities 82
The Delivery of Desired Benefits 88
Summary 90
References 92
5 THE CUSTOMER-RESPONSIVE MODEL 93
The Establishment of a Customer-Responsive Strategy 97
Step 1: Establish a Relationship with the Customer 97
Step 2: Diagnose the Individual Customer's Needs 99
Step 3: Determine the Organization's Ability to Meet the
Individual Customer's Needs 100
Step 4: Commit to the Customer 101
Step 5: Enable Customer Response 101
Step 6: Develop Delivery Plan 101
Step 7: Dispatch Individual Needs 102
Step 8: Monitor the Delivery Process 102
Step 9; Mentor Partners 103
An Example of Response-Based Manufacturing 103
Responsiveness Can Be Increased by Separating the
Dispatching of Work from the Scheduling of Capacity 104
Responsiveness Is Limited by Work Quality 107
Responsiveness Is Limited by the Flexibility of the
Delivery Units 107
Responsiveness Is Limited by the Orientation of the
Support Organization 108
The Effect of Responsiveness on Business Philosophy 108
viii
Contents
Summary 115
References 116
EXAMPLES OF CUSTOMER-RESPONSIVE
6 ORGANIZATIONS 117
The Subway Example 118
The Pizza Hut Example 119
Coordination by Prioritized Dispatch List 120
Distribution Center Example 124
Military Campaigns 126
The Hospital Example 130
The Union Bank of Switzerland 133
Roadway Logistics Systems 136
Summary 141
References 142
THE CUSTOMER RELATIONSHIP
7 MANAGEMENT TASK 143
Relationship Management 143
Interaction Management 149
Diagnosis Management 153
Listening-Based Diagnosis 154
Display-Based Diagnosis 155
Question-Based Diagnosis 156
Prototype-Based Diagnosis 158
Screening-Based Diagnosis 159
Customer-Service Management 160
"Can You.?" 161
"Will You .?" 163
"Did You.?" 164
"Why Did You . . . ?" 165
"Why Should I.?" 166
Summary 167
References 168
DELIVERY COORDINATION
8 MANAGEMENT TASK 169
Best-Practice Guideline Management 169
Task Management 173
Capacity Management 175
Improving the Forecasting of Capacity Needs in the Short Run 176
Cross Training Employees 179
ix
Contents
Developing Cooperative Networks for Immediate Run
Flexibility 179
Resource Interface Management 187
Delivery Coordination Summary 189
Yield Management 190
Summary 193
References 194
CUSTOMER-RESPONSIVE
9 DEMAND ECONOMICS 195
Benefits versus Capacity Orientation 195
Demand Curve Construction 196
All Demands Are Derived from Individual Needs 197
Solution Value = (Customer Value * Fit) - Hassle 198
Customer Value 198
The Factors that Affect Yield 202
The Determinants of Customer Value 209
How Benefit Value and Capacity Are Determined for
Customer-Responsive Activities 211
The Methods for Changing the Characteristics of Activities 212
Summary 214
References 215
CUSTOMER-RESPONSIVE
10 COST ECONOMICS 217
Role of Inventory 217
What Is the Cost of Capacity? 219
Capacity Management Is Immediate-Run Management 220
Immediate-Run Decisions Determine the
Revenue Generated from Scheduled Capacity 222
How Are Costs Used to Make Decisions? 224
Is There a Relationship Between Fixed and Variable Costs? 224
Customer-Responsive Relationships Between Fixed and
Variable Costs 227
Economy of Use 228
Economy of Modularity 230
Economy of Networking 233
The Capacity Inflexibility Dilemma 236
Summary 238
References 239
x
Contents
1 1 CUSTOMER-RESPONSIVE PRICING 241
Product-Based Pricing 241
Public Good Pricing 244
Responsive Activity Pricing 249
The Value of the Benefits to Customers 253
The Out-of-Pocket Cost of Providing Benefits 254
Pricing Implementation 258
Fit 258
Intensity of Response 259
Hassle 259
Posted Pricing 260
Experience Pricing 260
Negotiated Pricing 261
Package Pricing 261
Summary 261
References 262
THE CUSTOMER-RESPONSIVE
1 2 ORGANIZATION 263
Planning the Responsive Planning Process 263
Process 264
Resources 264
Infrastructure 265
A Biological Analogy for Organizations 269
A Generalized Responsive Model 274
Individual Delivery Process 274
Infrastructure Development Plan 276
Logistics Is the Management of Responsive Activities 282
Summary 286
References 287
CUSTOMER-RESPONSIVE INFORMATION
1 3 INFRASTRUCTURE 289
The Basis for Customer-Responsive Infrastructure Design 290
Customer Relationship Strategies 291
Resource Relationship Strategies 291
Knowledge-Based Development Strategies 292
Operating Strategies 292
Information Infrastructure Strategies 292
Consensus-Building Concept Room 295
xi
Contents
Design Criteria for Responsive Information System 297
The Customer-Responsive Process 299
The Requirements of a Customer-Responsive Infrastructure 301
The Capture, Storage, Retrieval, and Sharing
of Customer Information 301
The Storage, On-Demand Retrieval, and
Evaluation of Processes 303
The Identification of Resource Ability and the Capacity for
Responding to Customer Needs 304
The Ready Identification of Individuals Responsible for
Coordinating the Relationship 306
The Capture, Storage, and Retrieval of All the Information
Necessary to Totally Define the Request 307
The Capture, Storage, and Retrieval of All the Steps
Necessary to Dispatch the Delivery 307
Developing Visualization Tools 307
Context Diagrams 308
Entity Relationship Diagrams 312
Business-Event Diagrams 316
Implementation Strategy 319
The Structure of the Information Required 319
The Linking of the Processes 320
The Structure of the Process 320
The Importance of Authentication 321
The Importance of Information Security 321
Summary 325
References 326
14 RESPONSIVE RELATIONSHIPS 327
Relationships Defined 329
What Is a Relationship? 330
Why Cultivate Relationships? 331
What Makes Relationships Work? 334
What Makes Relationships Fail? 337
Steps to Build a Strong Relationship 339
Contracting Tends to Make Relationships
Unresponsive 342
Building Relationships 344
Summary 363
References 365
xii
Contents
THE EVOLVING BUSINESS FOCUS:
PRODUCTION TO CUSTOMER
1 5 RESPONSIVENESS 367
Rethinking the Mass-Production Approach to Productivity 367
The Rise and Restructuring of the Services Economy 371
The Evolution of Organizations 377
The Shifting View of Capitalism from Ownership
to Resource 379
The Evolution of the Information Age 384
First Trend - Miniaturization and Microcomputers 385
Second Trend - Development of Interface Standards 385
Third Trend - Self-Identification 386
Fourth Trend - The Mobile Connection 387
Fifth Trend -Systems Development Shifts Toward Users 387
Structured Information Systems for Highly Routine
Activities 391
The Information Modeling Approach to Analysis 391
Traditional Statistics 392
Information Theoretic Statistics 394
Customer-Responsive Health Care Providers 401
Summary 404
References 407
INDEX _ 409
xiii |
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| index_date | 2024-07-02T22:31:18Z |
| indexdate | 2024-07-09T21:23:37Z |
| institution | BVB |
| isbn | 1557865051 |
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| series2 | The Blackwell business dimensions in total quality series |
| spelling | Davis, Frank W. Verfasser aut Customer responsive management the flexible advantage Frank W. Davis ; Karl B. Manrodt Cambridge, Mass. <<[u.a.]>> Blackwell 1996 XVII, 416 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier The Blackwell business dimensions in total quality series Customer services -- Management Consumer satisfaction Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 s DE-604 Manrodt, Karl B. Verfasser aut HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016833746&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Davis, Frank W. Manrodt, Karl B. Customer responsive management the flexible advantage Customer services -- Management Consumer satisfaction Kundenmanagement (DE-588)4236865-0 gnd |
| subject_GND | (DE-588)4236865-0 |
| title | Customer responsive management the flexible advantage |
| title_auth | Customer responsive management the flexible advantage |
| title_exact_search | Customer responsive management the flexible advantage |
| title_exact_search_txtP | Customer responsive management the flexible advantage |
| title_full | Customer responsive management the flexible advantage Frank W. Davis ; Karl B. Manrodt |
| title_fullStr | Customer responsive management the flexible advantage Frank W. Davis ; Karl B. Manrodt |
| title_full_unstemmed | Customer responsive management the flexible advantage Frank W. Davis ; Karl B. Manrodt |
| title_short | Customer responsive management |
| title_sort | customer responsive management the flexible advantage |
| title_sub | the flexible advantage |
| topic | Customer services -- Management Consumer satisfaction Kundenmanagement (DE-588)4236865-0 gnd |
| topic_facet | Customer services -- Management Consumer satisfaction Kundenmanagement |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016833746&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT davisfrankw customerresponsivemanagementtheflexibleadvantage AT manrodtkarlb customerresponsivemanagementtheflexibleadvantage |