Best Practices
Autor Robert Hiebeler, Thomas B. Kelly, Charles Kettemanen Limba Engleză Paperback – 30 apr 2000
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Specificații
ISBN-13: 9780684848044
ISBN-10: 068484804X
Pagini: 240
Dimensiuni: 140 x 214 x 15 mm
Greutate: 0.23 kg
Ediția:00000
Editura: Touchstone Books
ISBN-10: 068484804X
Pagini: 240
Dimensiuni: 140 x 214 x 15 mm
Greutate: 0.23 kg
Ediția:00000
Editura: Touchstone Books
Descriere
After over six years of research and an investment of over $30 million, Arthur Andersen has created its Global Best Practices Knowledge base to uncover breakthrough thinking at world-class companies. Now, for the first time, this volume shares the successful strategies of more than 40 exemplary companies.
Notă biografică
Robert Hiebeler is the Managing Director of KnowledgeSpace, Arthur Andersen's innovative approach to leveraging knowledge for its professionals and its clients. Over the past five years he has pioneered the development and deployment throughout Arthur Andersen of the Global Best Practices Knowledge Base, an effort that has captured best practices information from around the world in key business processes. In addition to implementing several productivity and quality Initiatives within Arthur Andersen he has consulted with hundreds of companies worldwide about the search for, and implementation of, best practices to improve business performance. He lives in Chicago, Illinois.
Cuprins
Foreword by James D. Edwards, Managing Partner, Arthur Andersen -- Americas
Acknowledgments
Introduction
CHAPTER 1: THE LANGUAGE OF PROGRESS
New Insights Beyond Benchmarking
CHAPTER 2: HEARING IS BELIEVING
The Best-Practices Audit
CHAPTER 3: HITTING A MOVING TARGET
How to Understand Markets and Customers
CHAPTER 4: "NOT EMPLOYEES ONLY"
How to Involve Customers in the Design of Products and Services
CHAPTER 5: FACE-TO-FACE AND EAR-TO-EAR
How to Market and Sell Products and Services
CHAPTER 6: LET THE BUYER BE AWARE
How to Involve Customers in Product Delivery
CHAPTER 7: TO SERVICE, WITH LOVE
How to Serve Your Customers Best
CHAPTER 8: MINDING THE STORE OF DATA
How to Manage Customer Information
AFTERWORD
THE BALL'S IN YOUR COURT
Putting Best Practices to Work for You
Index
Acknowledgments
Introduction
CHAPTER 1: THE LANGUAGE OF PROGRESS
New Insights Beyond Benchmarking
CHAPTER 2: HEARING IS BELIEVING
The Best-Practices Audit
CHAPTER 3: HITTING A MOVING TARGET
How to Understand Markets and Customers
CHAPTER 4: "NOT EMPLOYEES ONLY"
How to Involve Customers in the Design of Products and Services
CHAPTER 5: FACE-TO-FACE AND EAR-TO-EAR
How to Market and Sell Products and Services
CHAPTER 6: LET THE BUYER BE AWARE
How to Involve Customers in Product Delivery
CHAPTER 7: TO SERVICE, WITH LOVE
How to Serve Your Customers Best
CHAPTER 8: MINDING THE STORE OF DATA
How to Manage Customer Information
AFTERWORD
THE BALL'S IN YOUR COURT
Putting Best Practices to Work for You
Index