Book Description
Companies worldwide continue to seek new growth opportunities by establishing professional services to complement their current company portfolio. These professional service organizations are being chartered to secure high margin streams of revenue, improve customer satisfaction, and solidify customer loyalty. However, many of these companies have little experience building and managing a professional services organization. This lack of experience is creating incredible organizational pain. Not just product companies are struggling in their attempts to create profitable and effective professional service organizations. System integrators and value added resellers that must incorporate complicated technologies into their service offerings are struggling to scale service capabilities. Outsourcing and managed service providers that now want to provide consultative support are learning there are significant differences in these service lines. Many times, the current professional service strategy for these companies is simply not sustainable. Mastering Professional Services is the first book to guide acompany through the process of designing a viable services strategy that complements a broader company portfolio. From the author of Building Professional Services: The Siren’s Song, this book continues the tradition of providing practical tools and techniques to manage professional services when it is not the core offering of the company.
Customer Reviews:
If you're new to the PS management ranks, the book is a MUST.......2007-04-07
All I can say is that this book covers absolutely all the bases. If you've been in PS for 17 yrs like me, there is nothing earth shattering about the book, but what astounds is how completely the book explains the planning and organization. It was a terrific refresher. If you're new to the PS management ranks, the book is a MUST and will really help you be more successful, and avoid some common landmines. The book did gloss over the partner questions, and the natural conflicts inherit in the partner channel. But that's what channel managers are for. :)
A great read for anyone managing Professional Services.......2007-01-16
I felt that Thomas Lah really nailed this subject. As someone responsible for a Professional Services organization, Thomas provides some clear concepts and practical information for helping to build a PS strategy. The use of frameworks to help mentally model a solution was great for someone that grew up in a structured programming mindset. I think every manager of Professional Services should read this book.
Book Description
Although the field is still in its infancy, there is an emerging art and science of customer value management that is proving its worth. Firms of all sizes that capture and use customer data with the same kind of discipline, passion and understanding they give to operational and financial data are learning that this business practice is well worth the time and money invested.
Mastering Customer Value Management presents the basic concepts of customer value management and the practical tools that have been developed to implement them in business. The book explores the art and science of:
- correlating customer value and business results
- capturing actionable competitive information
- using customer data to determine priorities and drive improvements
- creating a customer focused culture.
Authored by a practitioner with proven successes, the book is a practical guide designed to help readers:
- understand the process and business impact of customer value management
- learn about the tools needed to implement a customer value business approach
- overcome resistance to change
- implement ten critical steps to customer value management
- institute strategies to make the program work.
Written in a friendly and engaging style, Mastering Customer Value Management provides a first-person account of the author's experiences with a variety of global firms. The book is enriched by contributions from executives, change agents, technical experts and fellow consultants. Examples of customer value management efforts underway are documented throughout the book. Six case studies provide insight and details of successfully implemented customer value management programs.
Based on 17 years of actual global consulting with firms from multiple industry sectors in Asia Pacific, Europe, North America and South America, the book offers pragmatic, actionable strategies based on real-life experiences. It walks the reader through the process of translating good intentions and slogans into actions that can have dramatic impact on a firm's performance.
Rather than offering a "this is how you must do it" approach, Mastering Customer Value Management provides a template, then illustrates how different firms have customized the approach to their own context and made it work for them.
Customer Reviews:
Customer VALUE management nails it!.......2003-06-10
As an MBA professor, author, and customer service consultant, I had the opportunity to review early drafts of Ray's excellent book. This is a gem. It nails the importance of building customer VALUE. It ties together a rationale for company efforts to serve, satisfy, and create loyalty with the customers who determine the success of the business. The writing is clear and straightforward and the content invaluable for any business person interested in boosting the bottom line (and who isn't?)
Congratulations to Ray and Janice for offering an excellent addition to our field of knowledge. I highly recommend this book.
Book Description
Logistics and fulfillment management is unglamorous, complex and expensive, but it is one of the primary factors determining whether an e-business will be profitable. Many enterprises (large and small) rush into the e-business model without adequate consi
The book explores the virtual world of e-business as its processes merge with the day-to-day realities of commerce: procurement, inventory management, supply chain management, order fulfillment and delivery of products to global customers.This is the first book to address the full impact of logistics and fulfillment .
Customer Reviews:
perfect book for undestanding back office e-business.......2007-09-05
i am working in a web site and i think this book is of tremendous advantage because i know now that would loose money if i did not read this book. i encourage people who what to start a e business to read this book first.
thank you
Great Strategy Book - Desk reference for anyone in E-Commerc.......2004-08-19
This book covers the major system and processes in major logistical systems. Anyone in dealing with designing a heterogenous system should get this book. It will probably become your bible. In fact I bought this book before. I lost it in a move and I'm going to buy it again right now.
Not worth 1/10th of its price !.......2003-12-07
As a (non-IT) executive of an established brick & mortar retailer which is about to start selling online, I wanted to get a god practical understanding of the many issues related to e-commerce logistics. I threw away this book after wasting on it 2 hours, when I realized I still had not learned a single new thing.
The author's hands-on experience with the subject is clearly limited, and the writing style is that of a consultant: if you take away all the buzzwords and the high-level and over-used strategical concepts, hardly any content is left.
This book is probably a compilation of marketing information found on the top 100 websites that come up in Google if you search for "e-commerce logistics". You may find the book useful only if you work in IT and need an overview of what various software vendors have to offer in this area.
Profitable e-commerce regardless of the product or service.......2003-02-14
Logistics And Fulfillment For e-Business: A Practical Guide To Mastering Back Office Functions For Online Commerce is a straightforward instructional manual to the basic logistics of designing, managing, and running an efficient model for profitable e-commerce regardless of the product or service being offered. From outsourcing technology; to dealing profitably with shipping costs (including the pros and cons of USPS versus other package shippers); to handling customer relations in e-Business; and much, much more, Logistics And Fulfillment For e-Business is a handy, user friendly, "how-to" reference with invaluable, practical advice for any merchant or entrepreneur setting up an e-storefront to supplement (or replace) a traditional brick-and-mortar based commercial operation.
The Author Understands the World of Multi-Channel.......2002-02-02
I bought another one of the author's book a few days ago and felt she had hit that technology right on the head so I decided to try her logistics and fulfillment book. I wasn't disappointed. I had basically given up trying to find a good book on logistics and fulfillment -- no one seemed to really understand the complexities of the multi-channel world.
This book not only deals with Internet based companies, it gives the reader the information necessary to integrate an online business with traditional channels. It provides complete knowledge of how goods flow from the initial source all the way to the customer's premise. The author explains how to reach the ultimate goal of a state-of-the-art logistics and fulfillment operation. The book details how to determine in real time the sales data, warehouse inventory, production plans, and shipment schedules as an order traverses the value chain. There is even a detailed explanation of the tools need to crunch the necessary numbers into some form of reliable forecasting.
The author really understands that the success in the world of multi-channel requires a well-defined business model and the tight integration between legacy and online applications and systems, specifically in the areas of product category, customer, order, distribution, fulfillment, data, and operational management. While the book does point out that logistics and fulfillment is no easy task, it also explains that optimal logistics and fulfillment is achievable and the end result will make all the effort and money spent worthwhile.
Book Description
Process Mastering offers a method to create a continuous improvement document - the "Process Master." This new quality tool documents all the facets of a process as they actually occur - steps, inputs, outputs, equipment, controls - utilizing the "untapped" process knowledge of your organization's workforce. It allows you to standardize a procedure, which then can be easily reviewed and improved. The benefits include cost reduction, increased productivity, improved safety, higher morale and the ability to meet the changing expectations of your customers.
Step-by-step, the authors guide you through the creation and implementation of a process master. You will also learn how to:
Identify and gain control your organization's key processes.
Get the right people involved.
Establish boundaries and measures.
Use the process master to support ISO and HACCP compliance.
Process Mastering contains two fully completed sample process masters as well as numerous improvement examples. An appendix provides blank Process Master forms and shows you how to use a Deployment Flow Chart.
Customer Reviews:
A good entry level book and review for those with experience.......2004-01-04
On the surface, this book seems to be simplistic, but after reading it and considering its contents, it appears to be a worthwhile reference. The book is only 144 pages. For those relatively new to consulting and process work there's a great deal of useful information; for those more experienced, it's a gentle reminder of some of the things we tend to overlook.
The basic premise is that there's a single best way at any point in time to do a particular process; as circumstances change (different equipment, different specs/requirements, etc.) then the process should change. While this concept appears good on the surface, there are a host of possible other exceptions, not the least of which are individuals' talents and abilities (a concept that I didn't see mentioned in the book).
Among the gems that I did see, are the concept that employees are disinclined to work towards better practices if they feel their jobs or security are threatened by the "improvements". It's incumbent upon those in power to provide some degree of security to ensure that conscientious employees don't "suggest" themselves out of a job.
An interesting anecdote presented was the story of three managers studying the best way to standardize the receipt of a tank truckload of alcohol at a petroleum terminal. When they got to the step of measuring the specific gravity which was then reported to other parts of the organization they found out that each had a slightly different method of measurement. Interestingly, none of them knew what the desired range was or what to do if the product was "off-spec". In checking with the recipients of the reports, it was determined that the specific gravity was not important and the reports were discarded when received - thus the entire process of measuring and reporting was unnecessary.
The authors present and discuss a 13-step process, which lists key activities. Some discussion is covered of the food services' HACCP (Hazard Analysis of Critical Control Points) method in relation to their 13-step process, but they find it necessary to add a step 9-1/2: Double-check the Process. OSHA, EPA and ISO 9002 are mentioned in passing.
The Appendices include Process Mastering Forms and Checklists as well as a listing of measurement items by discipline (Accounting, Customer Service, etc.).
If you're already a Process Master and have ample references on your bookshelf, you may want to pass on this book; otherwise it can be an informative and useful tool.
Very Light Text - Quite Disappointing.......2003-08-19
There is little depth to this book that presents very simplified case studies and process tools and techniques. For instance, the authors only present flow charts for process flow and even the cases they show are quite simple. There is nothing that covers when you have overlapping processes or reuse in processes. They do not mention Use Cases for documenting business processes or IDEF0. The best point is the quotes from other notable authors
Summary: Very little depth, quite disappointing.
Excellent Resource.......2001-10-10
I am recommending this book because it is very straight forward and offers a lot of good advise and templates. Some books are either quite dated (for example BPR in the 90's) or very academic. This book is definitely useful for current real-world needs.
A Practical empowering way to document a process.......1999-08-07
I found Process Mastering to be a very valuable resource. The book is well written and straight forward in describing how to develop a process master.
In my field of information technology (IT), it is critical for progam designers to have a baseline of how a program presently works. This is best done by a representative team of end users. I have found process mastering the most economical and efficient way to get a document that describes the current system. By doing a process master the team becomes empowered to improve the present process without the IT people and to know what else they want or need IT to do for them. Additionally, the team becomes more effective in their participation in the joint application development (JAD) with the IT folks.
The philosophy behind the approach is very empowering to employees since it is they, the people who do the work, who develop the process masters. I am also pleased with the emphasis that the book puts on understanding the needs of internal and external customers.
Finally, I can recommend this book to anyone who has processes they want to improve and who sees the value of engaging the energy, thought and commitment of their employees to do it. This book, this process, is truly liberating even to the extent of giving meaning and value to previously mundane work.
Reduce learning curves, improve processes, cut costs........1999-07-17
Streamlining, downsizing, cost cutting, etc., are terms everyone in the business world knows all too well. Coping with these situations has become commonplace, but the solutions for replacing displaced personnel are not simple. The result is an increase in process variations, customer complaints, and production concerns that add to the stress everyone in the organization experiences. When a vacancy occurs, a manager's burden increases. The manager has to scramble to find a replacement who then must be trained to function effectively. Extended training times are a luxury that neither the manager, the department, nor the organization can afford, yet truncated training results in increased process variation and errors. In Process Mastering: How To Establish And Document The Best Known Way To Do A Job, Ray Wilson and Paul Harsin offer a solution.
While the title may give the impression that the book's purpose is to ensure that system documentation is compatible with ISO or ISO/QS requirements, the authors have a higher purpose. They recognize the problems managers face and also understand that the manner in which system documentation is developed is inadequate. They propose a method of developing process documentation that not only aids in the preservation of an associate's knowledge, but also helps to reduce the learning curve for new associates. An added bonus is a reduction in process variation during the training or transition period.
The authors define "process mastering" as the fundamental building block for continuous improvement, and as such, they describe a more complete and value-added approach to process documentation. While most organizations have used process mapping for documented processes, they have failed to implement a most important element, which is the evaluation of process needs and interactions which are used to determine the critical process steps. Combining the best of process mapping, quality function deployment, process analysis and planning, and cross functional team techniques in a simple manner, the authors present a more effective method for establishing the "best known way" to do a job.
The authors are not proposing a method that is either "magic" or easy. What they are proposing is a method that managers may use to avoid suboptimizing the system while juggling multiple projects and priorities. In addition to the flowcharts, forms, and templates, the examples provided in the book make this an excellent reference for managers wishing to evaluate or implement process mastering. Whether your specialty is manufacturing, engineering, quality, or auditing, you will find this book a worthwhile resource.
Book Description
You rely on your key accounts for repeat business over time, but with Stephan Schiffman's tips and strategies, you'll find out how to increase your sales to these accounts and solidify your relationship as "partners" in the sales process.
In Mastering Your Key Accounts, Stephan Schiffman shows you how to implement a winning selling philosophy based on taking calculated risks and stirring things up within existing accounts. He gives you the tools to build key strategic alliances in all of your accounts. Inside you'll find sure-fire strategies to:
Build alliances and win over critical constituents
Develop and refine a Major Account Mapping worksheet
Devise a growth/action plan for key accounts
Finalize an action plan that extends your network within the major account
As America's recognized #1 sales trainer Stephan Schiffman promises to give you proven advice that will boost your business -and your bottom line!
Average customer rating:
- A must read for all in health care!
|
Agility in Health Care: Strategies for Mastering Turbulent Markets
Manufacturer: Jossey-Bass
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ASIN: 0787942111 |
Book Description
". . . Steve Goldman and Carol Graham point to agility as the key competency for dealing with an uncertain future. All health care organizations need to take note of this book if they are to move to the second curve."--Ian Morrison, futurist, author of The Second Curve: Managing the Velocity of Change
Agility in Health Care offers more than theories; it?s a how-to for health care executives who are determined to thrive -- not merely survive -- in today?s chaotic marketplace. The authors present an innovative strategic model that can guide health care leaders in creating synergistic partnerships with employees, customers, suppliers, and competitors -- adapting to a changing marketplace and continually increasing customer demands.
Filled with illustrative case studies, practical examples, and helpful management tools for self-assessment, this book reveals how to focus the effective agility model to help health care organizations: offer individualized customer solutions, create alliances, replace out-dated command-and-control hierarchies, exploit the power of information technologies, create competitive advantage, and more.
Customer Reviews:
A must read for all in health care!.......2004-04-19
Editors Steve L. Goldman and Carol B. Graham have done an excellent job of desribing the role of and need for agility in the health care industry. This is a well-written publication providing theoretical and practical reasons supporting the fact that agility in healthcare is an absolute requirement in order for it to survive as a viable industry. It is a must read for EVERYONE in the helath care or anyone who wants to have a better understanding of the role that the business model plays in this industry.
Average customer rating:
|
Dominio De Procesos/ Process Mastering: Como Establecer Y Documentar La Mejor Forma De Hacer Un Trabajo/ How to Establish and Document the Best Known Way to Do a Job by Quality Resources
Ray W. Wilson , and
Paul Harsin
Manufacturer: Panorama Mexico
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ASIN: 9683810535 |
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Help yourself: mastering e-customer service with tenant-friendly technologies. (Feature).(real estates management electronic customer service solutions)(Brief ... article from: Journal of Property Management
Chris Osment
Manufacturer: Institute of Real Estate Management
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ASIN: B0009FOSFY
Release Date: 2005-07-30 |
Book Description
This digital document is an article from Journal of Property Management, published by Institute of Real Estate Management on July 1, 2002. The length of the article is 868 words. The page length shown above is based on a typical 300-word page. The article is delivered in HTML format and is available in your Amazon.com Digital Locker immediately after purchase. You can view it with any web browser.
Citation Details
Title: Help yourself: mastering e-customer service with tenant-friendly technologies. (Feature).(real estates management electronic customer service solutions)(Brief Article)
Author: Chris Osment
Publication:
Journal of Property Management (Refereed)
Date: July 1, 2002
Publisher: Institute of Real Estate Management
Volume: 67
Issue: 4
Page: 36(2)
Article Type: Brief Article
Distributed by Thomson Gale
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Mastering Customer Service
Michael E. Young
Manufacturer: Regent Press
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ASIN: 1587900017 |
Book Description
Customer Service is a seemingly endless succession of on-going communication and decision making process which requir skills or trainging. Mastering customer service provides the broad prospective from excellent personality to the management responsibility. Psychological and demograpical factors affect customers buying behavior.
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Books Index
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