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Crafting customer value: the art and science

Author: Duchessi, Peter Publisher: Purdue University, 2001.Language: EnglishDescription: 193 p. ; 24 cm.ISBN: 1557532311Type of document: BookBibliography/Index: Includes index
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Item type Current location Collection Call number Status Date due Barcode Item holds
Book Europe Campus
Main Collection
Print HF5415.55 .D83 2001
(Browse shelf)
001156235
Available 001156235
Total holds: 0

Includes index

Digitized

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

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