Firing On All Cylinders The Service Quality System For High Powered Corporate Performance
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Firing on All Cylinders by Jim Clemmer,Barry Sheehy Pdf
This authoritative, crisply written book outlines Zenger-Miller/Achieve's Service/Quality System that is used in dozens of public and private sector companies. At the heart of the book are 12 key service/quality improvement areas--or cylinders--that show how to signal commitment, listen to internal/external customers, improve processes, realign systems, and more.
Firing on All Cylinders: The Service/Quality System for High-Powered Corporate Performance by Jim Clemmer Pdf
Firing on All Cylinders is based on the experiences of hundreds of public sector and business organizations improving their service/quality to master a rapidly changing world. This book brings together three organizational performance fields that have, until now, been distinct and separate. These are: 1. Customer Service - developing high perceived value and responsiveness 2. Quality Improvement - reducing defects and mistakes while increasing productivity through improved process and system control 3. Organization Development - building leadership skills and sustaining cultural change
Firing on All Cylinders by Jim Clemmer,Barry Sheehy Pdf
This is a practical book aimed at all executives and managers who wish to lead their organizations to higher levels of performance. The author argues that, in order to improve the quality of a company's products and services, a radical new closeness to customers and a higher level of employee-management partnership are required; and that companies must do more than train their staff - they need to follow the path of cultural change and build an environment that encourages strong service and quality.
Pathways to Performance is loaded with hundreds of practical how-to points ("Pathways and Pitfalls") in two parallel paths - strategies for team or organization improvement along with their complementary techniques for personal transformation. Topics include: * Wandering Off the Improvement Trail: The Deadly Dozen Failure Factors * The High-Performance Balance: Managing Things, Leading People * Self Leadership: It All Starts With You * The Big Picture: A Map to Improvement Pathways and Passages * Focus and Context: Vision, Values, and Purpose * Innovation and Organizational Learning * Establishing Goals and Priorities, Getting Organized, and Managing Time * Improvement Planning and Implementation * Change Checkpoints and Improvement Milestones Pathways to Performance blends personal and professional experiences with extensive research, insightful quotations, dollops of humor, and simple conceptual models. This easy-to-read, comprehensive book shows you how to improve yourself in step with the changes you're making to your team or organization - propelling you and your organization down the path of truly effective improvement.
Total Quality Safety Management and Auditing by Michael B. Weinstein Pdf
Total Quality Management (TQM) is a business philosophy that yields customer satisfaction and continuous process improvement. This new reference and workbook embraces the TQM revolution and explains to readers how TQM principles are applied to safety and health programs. The text also focuses on the ISO-9000 Quality Program, Voluntary Protection Program, and Process Safety Management. For each of these topics, the key principles are identified and described, and the quality principles are adapted to safety.
Satisfaction: A Behavioral Perspective on the Consumer by Richard L. Oliver Pdf
Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer Satisfaction, this is the definitive text on the meaning, causes, and consequences of customer satisfaction. It covers every psychological aspect of satisfaction formation, and the contents are applicable to all consumables - product or service.Author Richard L. Oliver traces the history of consumer satisfaction from its earliest roots, and brings together the very latest thinking on the consequences of satisfying (or not satisfying) a firm's customers. He describes today's best practices in business, and broadens the determinants of satisfaction to include needs, quality, fairness, and regret ('what might have been').The book culminates in Oliver's detailed model of consumption processing and his satisfaction measurement scale. The text concludes with a section on the long-term effects of satisfaction, and why an understanding of satisfaction psychology is vitally important to top management.
Information Systems Outsourcing by Rudy Hirschheim,Armin Heinzl,Jens Dibbern Pdf
Four years have been passed away since the first edition of this book has been published. While certain key issues on IS sourcing like determinants and application service provision have become more mature from an academic and industry perspective, additional topics have arisen on the horizon. In particular, offshoring and business process outsourcing have led to numerous insightful publications which offer a valuable and indispensable holistic sourcing persp- tive. Thus, the second edition of our outsourcing book deals with enduring themes, new perspectives, and global challenges. In addition to classical themes like Sourcing Determinants (Part I), Relationship Aspects (Part II), and Experiences (Part III), we felt it worthwhile to add three new parts. They cover information systems outsourcing from a Vendor and Individual Perspective (Part IV), Application Service Providing (Part V) as well as Offshoring and Global Outsoucing (Part VI). Again we have thoughtfully tried to arrange a compilation of contemporary outsourcing research as a primer and a platform for scientific discourse. In contrast to the first edition, this book is not the outcome of an International Conference, but rather an update of important and relevant perspectives. Since the Third International Conference on Outsourcing of Information Services will take place 2007 in Heidelberg, Germany, it may be considered as an epilogue for further interactions and discussions.
This enchanting book entertains, inspires, and irritates readers to action. Although applicable to people with roles and titles such as manager, supervisor, or executive, Growing the Distance is written for a wider audience. It aims to develop the leader within all of us. Subjects covered are: the passionate "I, " the pace of personal growth, change, learning as a way of life, motivating others, dreaming, failure as a key to success, and the heart and soul of meaning. Clemmer has produced a rare book of profound simplicity.
Ginnodo demonstrates that employee empowerment is more than theory and buzzword. The book shows how leading companies improve the performance of employees and managers--as well as customer satisfaction, costs, competitiveness and the bottom line--by giving individuals and teams the power to take action.
The Diffusion and Consumption of Business Knowledge by Jose Luis Alvarez Pdf
In the context of a united Europe the influence of business knowledge has become increasingly relevant, as managers, employees and organisations have to learn new practices and techniques in response to new knowledge and institutions. This book addresses the way in which administrative knowledge is produced, diffused and consumed in Europe by academics, management gurus, publishing houses, consultants and practitioners. It also looks at its impact on European business systems and management practices.
Strategic Human Resource Management by Gary Rees,Paul Smith Pdf
An accessible introduction written by a stellar contributor line up of world-renowned lecturers and practitioners in the field (including Linda Holbeche, Stephen Taylor and Jim Stewart).
"Bureaucracy. The word conjures up the worst organizational nightmares. Your customers experience it as red tape, inflexible policies, and being hard to do business with. Employees experience it when departments don't cooperate, when internal politics get in the way of the mission, and when decisions seem to take forever." "Bureaucracy is the "stuff" that gets in the way of doing the job, takes the fun out of work, and drives customers crazy... or away." "Busting Bureaucracy explains what bureaucracy is and exposes its root cause. More importantly, Busting Bureaucracy shows how to get rid of it. The book offers solutions as simple as passing this book around and talking about it. The book offers solutions as complex as changing your mission and your organizational structure to become more customer focused. You'll learn how to keep bureaucracy from sabotaging any existing efforts your organization might have to improve quality or service." "Busting Bureaucracy offers a blueprint for becoming mission driven as an alternative to organizing based on the traditional bureaucratic organizing form. Busting Bureaucracy includes how to organize so that employees can focus on the mission without being hampered by politics, long decision cycles, and aversion to risk, enlist the support of your entire management team to reduce or eliminate bureaucracy, and enlist the support of your entire workforce to improve quality and service to customers." "Johnston shows how large, bureaucratic organizations are being overtaken by mission driven companies that are flexible, responsive, innovative, and have customer friendly policies, practices, and procedures. With this insightful guide by your side, you'll learn how to change your culture by changing some beliefs, taboos, and traditions that may be basic to your culture right now - but that can be revamped to give your organization a significant strategic advantage!"--BOOK JACKET.Title Summary field provided by Blackwell North America, Inc. All Rights Reserved
The Financial Times Guide to Lean by Andy Brophy Pdf
Learn how to make your company more efficient, increase customer value with less work and make better use of your organisation’s resources by implementing a Lean management strategy. The Financial Times Guide to Lean is a guide to the tools that are used to implement Lean, showing you how to apply Lean practices fully into your organisation or company. This book offers a comprehensive and objective look at lean strategy and how it can be tailored for different companies.
