Crafting customer value: the art and science
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
West Lafayette, Ind.
Purdue Univ. Press
2002
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XI, 193 S. graph. Darst. |
| ISBN: | 1557532311 |
Internformat
MARC
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Datensatz im Suchindex
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|---|---|
| adam_text | Contents
Preface ix
Acknowledgments xi
Chapter 1: Creating Customer Value 1
Competitive Forces 2
Avoiding Commoditization 4
Quality Services Make Economic Sense 6
Companies That Don t Get It Right 7
Companies That Get It Right 8
Meeting the Challenges 10
Management Directives 13
Chapter 2: Seeing the Big Picture 17
Determine Business Direction 19
Identify Target Customers and Assess Their Needs and Expectations 21
Define a Value Proposition 22
Design (or Redesign) Business Processes 24
Manage People for Positive Results 24
Institute Quality Assurance Programs 25
Deploy Information Technology (IT) 26
Applying the Customer Value Framework: The GM Experiment 27
Management Directives 31
Chapter 3: Determining Business Direction 35
Define a Vision and Mission 37
Determine Strengths, Weaknesses, Opportunities, and
Threats (SWOT) 38
v
vi Contents
The Self-Assessment 39
The External Analysis 40
Identify Critical Success Factors (CSFs), Determine
Business Goals, and Develop Business Strategies 45
Formulate Business Function Objectives and Develop
Supporting Strategies 50
Achieve Full Integration and Consistency 53
Developing Business Direction at Jet Aviation
Business Jets AG 54
Management Directives 59
Chapter 4: Identifying Target Customers and Assessing Their
Needs and Expectations 63
Who Are Our Customers? 64
What Do They Need? 65
How Well Are Their Needs Being Met? 73
Learning about Customers at Reader s Digest 77
Management Directives 78
Chapter 5: Defining a Value Proposition 81
Dimensions of Value 82
The Low-Price Approach to Value 85
The Product and Service Quality Approach to Value 86
Product Quality, Service Quality, and Low-Price
Approach to Value: Creating Value Innovations 88
Management Directives 90
Chapter 6: Designing Business Processes 93
Layout Strategies for Business Processes 94
Steps for Redesigning Business Processes 98
Define Business Direction 99
Identify Core Business Processes 100
Develop Deep Process Knowledge 101
Learn from World-Class Standards 106
Contents vii
Design a New Business Process 108
Implement the New Business Process 110
Redesigning Business Processes at Kitware Incorporated 112
Management Directives 118
Chapter 7: Managing People for Positive Results 121
Selecting the Correct People 122
Providing Leadership 123
Educating and Training Employees 125
Providing a Supportive Business Process 127
Empowering Employees 128
Creating Measurement Systems 129
Providing Adequate Compensation 130
Education and Training at Siemens Shared Services 131
Management Directives 134
Chapter 8: Instituting Quality Assurance Programs 137
Quality, Productivity, and Profits 138
Quality and Total Quality Management (TQM) 138
Quality Techniques, Tools, and Programs 141
Delivering High Levels of Service Quality at Reader s Digest 148
Management Directives 154
Chapter 9: Deploying Information Technology (IT) 157
The Growing Scope of Information Systems 158
Improving Marketing and Sales Efforts and the Customer s
Buying Experience with Information Technology 160
Improving Effectiveness of Order Fulfillment, Operations,
and Delivery with Information Technology 164
Elevating Customer Support and Service
with Information Technology 168
Information Technology-Enabled
Service Delivery Systems at UPS 171
viii Contents
Management Directives 175
Chapter 10: Moving Forward 179
Overcoming Resistance to Change 179
The Critical Business Dimensions 182
Necessary and Sufficient Conditions 184
Management Directives 186
Index 187
|
| adam_txt |
Contents
Preface ix
Acknowledgments xi
Chapter 1: Creating Customer Value 1
Competitive Forces 2
Avoiding Commoditization 4
Quality Services Make Economic Sense 6
Companies That Don't Get It Right 7
Companies That Get It Right 8
Meeting the Challenges 10
Management Directives 13
Chapter 2: Seeing the Big Picture 17
Determine Business Direction 19
Identify Target Customers and Assess Their Needs and Expectations 21
Define a Value Proposition 22
Design (or Redesign) Business Processes 24
Manage People for Positive Results 24
Institute Quality Assurance Programs 25
Deploy Information Technology (IT) 26
Applying the Customer Value Framework: The GM Experiment 27
Management Directives 31
Chapter 3: Determining Business Direction 35
Define a Vision and Mission 37
Determine Strengths, Weaknesses, Opportunities, and
Threats (SWOT) 38
v
vi Contents
The Self-Assessment 39
The External Analysis 40
Identify Critical Success Factors (CSFs), Determine
Business Goals, and Develop Business Strategies 45
Formulate Business Function Objectives and Develop
Supporting Strategies 50
Achieve Full Integration and Consistency 53
Developing Business Direction at Jet Aviation
Business Jets AG 54
Management Directives 59
Chapter 4: Identifying Target Customers and Assessing Their
Needs and Expectations 63
Who Are Our Customers? 64
What Do They Need? 65
How Well Are Their Needs Being Met? 73
Learning about Customers at Reader's Digest 77
Management Directives 78
Chapter 5: Defining a Value Proposition 81
Dimensions of Value 82
The Low-Price Approach to Value 85
The Product and Service Quality Approach to Value 86
Product Quality, Service Quality, and Low-Price
Approach to Value: Creating Value Innovations 88
Management Directives 90
Chapter 6: Designing Business Processes 93
Layout Strategies for Business Processes 94
Steps for Redesigning Business Processes 98
Define Business Direction 99
Identify Core Business Processes 100
Develop Deep Process Knowledge 101
Learn from "World-Class" Standards 106
Contents vii
Design a New Business Process 108
Implement the New Business Process 110
Redesigning Business Processes at Kitware Incorporated 112
Management Directives 118
Chapter 7: Managing People for Positive Results 121
Selecting the Correct People 122
Providing Leadership 123
Educating and Training Employees 125
Providing a Supportive Business Process 127
Empowering Employees 128
Creating Measurement Systems 129
Providing Adequate Compensation 130
Education and Training at Siemens Shared Services 131
Management Directives 134
Chapter 8: Instituting Quality Assurance Programs 137
Quality, Productivity, and Profits 138
Quality and Total Quality Management (TQM) 138
Quality Techniques, Tools, and Programs 141
Delivering High Levels of Service Quality at Reader's Digest 148
Management Directives 154
Chapter 9: Deploying Information Technology (IT) 157
The Growing Scope of Information Systems 158
Improving Marketing and Sales Efforts and the Customer's
Buying Experience with Information Technology 160
Improving Effectiveness of Order Fulfillment, Operations,
and Delivery with Information Technology 164
Elevating Customer Support and Service
with Information Technology 168
Information Technology-Enabled
Service Delivery Systems at UPS 171
viii Contents
Management Directives 175
Chapter 10: Moving Forward 179
Overcoming Resistance to Change 179
The Critical Business Dimensions 182
Necessary and Sufficient Conditions 184
Management Directives 186
Index 187 |
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| title | Crafting customer value the art and science |
| title_auth | Crafting customer value the art and science |
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| title_short | Crafting customer value |
| title_sort | crafting customer value the art and science |
| title_sub | the art and science |
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| topic_facet | Customer loyalty Customer relations Kundenmanagement Kundenwert |
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