Book Description
Learn how extraordinary companies do what they do so well, and obtain the tools and ideas you need to emulate them. Full of case studies and personal reflections by leaders of exceptional companies, this book is designed to help anyone transform their run-of-the-mill business into an extraordinary company–whether you operate a multinational corporation or a mom-and-pop shop. Calloway doesn’t offer any mumbo-jumbo or flavor-of-the-day buzzwords, just simple lessons that lead to real, proven results.
Customer Reviews:
Stand Out From The Competition.......2007-05-14
Joe Calloway has a way of connecting with the reader in "Becoming A Category of One". As you read the pages of this book, you will sense that he is talking to you at a level of your business soul.
In a world where nearly everything is becoming a comodity, Calloway teaches us how to stand out from the crowd. This book is important for bankers, lawyers, accountants, and others who get lumped in as an also-ran with their competition.
Just looking at the cover, how that one apple stands out because of its color, this is how we all want to shine in our careers. But to shine, you must be polished. This book will give you the tools to show how you are unique.
How to Create Your Own Category.......2007-03-05
Becoming a Category of One is primarily about branding, creating a strong corporate culture (but this often overused strategy doesn't smack you in the face 1,000 times in this book the way some crazy HR people do), and finding points of genuine differentiation for a business.
I liked the book. It isn't rocket science, but it has simple, valuable ideas that might get you thinking. It talks about how you can't differentiate on the basis of factors that are already generally common to your marketplace or are "entry-level" in nature and how, if you want to "become a category of one," you should:
1. Know more about the customer than anyone else does.
2. Get closer to the customer than anyone else.
3. Emotionally conenct with the customer better than anyone else.
Calloway goes on to describe how he feels you can accomplish this. You should study the marketplace thoroughly, go into a transaction with more knowledge than anyone else about your product and your customer's needs, and use corporate culture as a method of creating consistency of performance in your suborindates.
Calloway ends with a study of The Tractor Supply Company and discusses how management has taught each employee the importance of corporate values and of "doing the right thing."
If you're looking for a detailed study of branding or positioning, this book isn't for you (although it's still possibly worth reading for ideas). If you're looking for a nice collection of anecdotes, stories, and examples about branding, serving customers, and winning in a commoditized industry (which the author believes every industry to be to some extent), here it is!
A book on excellence masquerading as one on differentiating.......2006-04-26
I chose to read this book because its title lead me to believe I'd be reading about differentiation and creating a "new category" in the business world. I am pleased I read the book, but it was not about creating something new, but instead was about creating something exceptional. The author points out that companies with strategic leadership, exceptional sales people, a state of the art product, stellar operations, and excellent customer service are going to set themselves apart. However, setting oneself apart is not the same thing as creating a category of one. In my view, setting oneself apart means being at the top of a list within a category.
The author admits early in the book that the ideas he presents are not new or his. He says he is just a reporter. I agree. I recommend entrepreneurs read this book to get a feel for many of the things they will have to do to be successful when starting their new business. The author tells us what should be done, but he's kind of thin on telling us how to do it. Fortunately, the "how" is specific to each business and an entrepreneur should be able to figure how what he or she needs to do when preparing his or her business plan.
At one point the author provides a list of 3:
1. Know your customers
2. Get close to your customers
3. Emotionally connect to your customers
This sounded more like it was being directed to a sales team than someone who was leading a company to success. I would have liked the book better if the material about "sales" had been left out. Either the book was supposed to be about creating a great company or it was supposed to be about selling what a company has to offer. I don't think it was about both. Nor do I think it should have been about both.
It would have been nice if the author had pointed out that salesmen have to be great if they want to be successful at selling commodities. And great companies that don't produce commodities do not have to be particularly good salesmen - the products sell themselves.
Innovative yet elemental approach ... BEST professional read ..........2005-11-04
I work in the apparel industry where your brand is everything; compelling your consumer to aspire to the lifestyle & image your product represents. This book was an excellent read in providing an innovative yet elemental though ... stop gauging success by competition and strive for top performance by your own standards of excellence. I would also recommend this read from the personal "brand" perspective; marketing yourself as a unique entity that defies competition. Definitely a book that will stay on my bookshelf for reference throughout my career.
Do you know what your business does?.......2005-09-29
This book is not for every person in business, which is unfortunate because only those who "get" this book will have the years of fulfillment that come from really knowing why they are doing what they are doing and the immense satisfaction and success that comes with that kind of clarity and focus. This is a totally different "how to" business book that requires asking and anwering the most fundamental questions about what you do and why you do it. These are most the difficult questions to answer in a meaningful way, but the rewards are equally great. I had the great good fortune to work in a company that could be another study case for this book, so understand from that perspective the power of what Calloway is talking about. The second half of the book is a little weak and somewhat repetitive, but the first half makes the book more than worth the cover price if you truly want your business to excel and provide a rewarding experience for you and your staff. It's sometimes difficult to admit that, as Calloway points out, we do get what we want most.
Customer Reviews:
It confusing Services?.......2004-02-06
This book is very formal approach to IT services. Please don't give it to your customers/clients it will scare them. If you need humor or analogies to make things clear consider another book.The book is very hard to read with wordy sentences. Simplicity is much better, and this book makes some things even more confusing.
Great concepts but lacks examples.......2002-04-01
I bought it with the objective of having it as a reference for managing data center operations. The ideas and concepts were very interesting, and I totally agree that the starting point should include determining linkages with the core business and getting management support. Most useful to me are the following chapters:
Processes and Procedures - gives a framework on processes such as customer communication, internal communication, and change control.
Resource and cost model - helps determine the types and amount of resources (material, human, etc.) that are needed to efficiently serve requirements.
Measuring Success - discusses service levels and their measurement and coming up with service level agreements (SLAs)
The Appendices on job descriptions and sample SLA is also a great help.
The reason why I'm only giving 3 stars is that the authors could have given more examples as they explain the concepts. A line in the back cover page says "proven results, benchmarks and case studies--not just theory!" Sad to say, except for the sample SLA, this was not really delivered. It would help if the authors came up with even a fictitious company and apply the concepts to it.
Again, the ideas and concepts are great, but the authors could have given more examples to help explain them. So if the authors come up with a new edition or a sequel that addresses this, I'd be most interested in buying it!
Excellent reading if you deal with IT data centers........2001-09-28
This is a book that many IT managers have to read, it's a quick meal though, no details but a balanced dose of good ideas and a window on Service delivery where IT data centers is no longer a "cost center". The only thing I did not like is to center the data center around SUN and Oracle or a brand in general, although it is clear the book reflects the authors experience in SUN/Oracle environment.
I advise anyone who has anything with today's data centers (no matter his or her technical level) to read this book.
An adequate review of the topic.......2001-09-20
a small, concise exploration of the topic; some good ideas and good thoughts on a rare topic. Probably would have benefited from a broader view of its topic. Not a bad book though.
Focus is on the critical production support processes.......2000-12-29
This book is one of, if not the, best guides to developing, implementing and managing a mature production support organization.
The value of this book is that it takes a business-centric approach to service delivery, and augments material on service level management (such as Foundations of Service Level Management - another excellent book).
Specifically, this book contains sorely needed body of knowledge in a profession that has lost its way. What I mean by this bold statement is the production support function in many IS/IT departments has devolved from service delivery to infrastructure management. IT Services brings the focus back to where it belongs: supporting the business.
What I like most about this book is it not only shows what is wrong with most production support organizations, but it provides a clear roadmap to how to restructure production support from an infrastructure management focus to a service delivery paradigm.
I highly recommend this book to anyone in production support, consultants and IT/IS executive management. It would also be useful to ISPs and ASPs because most of the material can be applied to internal or external customers.
Average customer rating:
- A delightful book on process improvement
- An excellent starting point for newbies to process design
|
Break-Through Process Redesign: New Pathways to Customer Value
Charlene B. Adair , and
Bruce A. Murray
Manufacturer: Amacom Books
ProductGroup: Book
Binding: Hardcover
 Strategy & Competition
| Management & Leadership
| Business & Investing
| Subjects
| Books
Quality Control
| Management & Leadership
| Business & Investing
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Total Quality Management
| Management & Leadership
| Business & Investing
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General
| Business & Investing
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Customer Service
| Industries & Professions
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ASIN: 0814451500 |
Customer Reviews:
A delightful book on process improvement.......1999-03-06
I have read some books on process improvement, reengineering, etc., and this is the most pleasant to read. The concepts are very clear, the steps for improvement are explained in a simple way. If you want to learn how to redesign business processes, this is one of the best to begin with.
An excellent starting point for newbies to process design.......1998-01-16
I thought the book was an easy read. I learned how to choose which process are more conducive to redesign, how to pick redesign project team members, some tips on what to expect from such an effort, how to overcome some of the barriers. I learned which tools work best for a particular project. It answered many of my questions about process design. A great book to get start in process design.
Book Description
Executives are beginning to recognize the potential of the call center as a significant revenue generator, perhaps one of the surest investments they can make in enhancing and creating customer value and bottom-line profits. Return on investments made in customer accessibility is seldom less than 100% in the first year, and frequently even more if customer lifetime value is included in the equation. Herein lies the challenge and the primary reason to benchmark your call center metrics against not only the best-in-the-world, but also your most direct competitors, i.e., best-in-class. This book describes in practical terms the "ins and outs" of benchmarking.
Customer Reviews:
Not worth a dime...........2002-09-27
The review title says it all.....
Very high level of details.......2002-07-10
Goog book, but you have treat it as the entry level for the subject of call center benchmarking. You will not find the detailed information but, as the trade off, it's presenting a comprehensive overview of the subject. So can be used as a guidline for your activities in this area.
Call Center Benchmarking - useful, credible, to the point.......2000-10-03
If your criterion for a good book is the number of times you use it, then you are likely to consider this an exceptionally good book. I turned to it initially for perspective on call center benchmarking and found what I was looking for. In the process, I found a good deal more. For example:
Benchmarking philosophy and rules. The path from benchmarking research to performance and outcome improvement sometimes gets murky. The authors identify ambushes and traps and give clear rules for avoiding them. High yield call center operations. Nine areas of key call center operations along with measures are identified. These comprise the book's most valuable contribution. The nine areas provide benchmark points and measurement how-to's. They also offer a paradigm for taking inventory of your operation as well as assessing your performance in multiple areas. Efficiency versus effectiveness. Call center efficiency is differentiated from effectiveness - an important distinction as call centers embrace goals of customer satisfaction and loyalty at the same time that they struggle with productivity and efficiency. National benchmarking data. A wealth of benchmarking data already exists. The book tells you how and where to find it. This is a simple book. It is short, easy to read and credible. It's useful. It's good.
Book Description
This groundbreaking book shows how to apply benchmarking techniques to your organization as a way to measure the added value of staff.
Fitz-Enz shows how to plan and execute a benchmarking project that clearly demonstrates the vital, measurable role staff departments play in contributing to quality, productivity, and service in organizations. And he unveils a unique and powerful tool: a dynamic process for making continuous progress toward quality and service to the customer and, ultimately, the success of the organization.
A crisp, clear, step-by-step explanation of how to apply benchmarking as a value-adding force in a comprehensive and systematic way.
--Alfonso Gonzalez Montesinos, corporate planning manager, Smurfit Carton y Papel de Mexico
Table of Contents:
1. Supporting the Business Vision: How to Leverage the Hidden Value in Staff Departments
2. Basic Principles for Successful Benchmarking: Avoiding the Activity Trap
3. Performance Measurement: Applying Numbers in Benchmarking
4. Value Planning: Selecting and Launching the Right Project
5. Data Management: Gathering Useful Information
6. Evaluation: Developing Strategies for Closing Critical Performance Gaps
7. Action: Gaining Commitment to Change
8. Managing Large-Scale, Multicompany, and Multinational Benchmarking Projects
9. A National Benchmarking Project: Uncovering the True Source of Best Practice
You'll discover:
- The basic principles for successful benchmarking
- Performance measurement: applying numbers in benchmarking
- How to gather useful information
- How to gain commitment to change
If you don't have a goal, you can't improve an organization. Use Benchmarking Staff Performance and discover not only where your organization is, but also where it needs to go!
Customer Reviews:
Pertinent, hard-hitting management guidance.......1999-08-11
Jac Fitz-Enz writes in a dramatic and to-the-point way based on his hard-earned experience in trying to motivate staff organizations. He asks how staffs add value -- surely they do, but often this value gets neglected or misdirected, resulting in a caretaker system rather than a managed company. The author's inspiring words, reminiscent of Deming and Drucker, should be more widely quoted than they are.
Average customer rating:
|
2006 New Zealand Contact Centre Industry Benchmarking Study
callcentres.net
ProductGroup: Book
Binding: Digital
General
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ASIN: B0006FG3G4
Release Date: 2006-07-01 |
Book Description
The 2006 New Zealand Contact Centre Industry Benchmarking Study provides detailed information to enable you to better manage your contact centre by benchmarking your centre's performance against the contact centre industry as a whole. The report includes key information about the following: - Contact Centre Operations, including: customer contact channels, call volume, regions serviced, opening hours and outsourcing practices - Technology including current usage and purchase intentions - Human Resources, including: staff profile, turnover, tenure, absenteeism, retention, recruitment, training and remuneration - Key Performance Indicators including goals and actual performance levels - Budgets and seat costs - Quality Assurance and Customer Satisfaction - Significant Challenges facing contact centre operations over the coming year
Book Description
This digital document is an article from Soft-Letter, published by Soft-letter on September 21, 1993. The length of the article is 2843 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: Benchmark report: technical support cost ratios.
Publication:
Soft-Letter (Newsletter)
Date: September 21, 1993
Publisher: Soft-letter
Volume: v10
Issue: n10
Page: p1(8)
Distributed by Thomson Gale
Average customer rating:
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Benchmark survey: support & service productivity.: An article from: Soft-Letter
Manufacturer: Soft-letter
ProductGroup: Book
Binding: Digital
General
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Productivity
| Industrial, Manufacturing & Operational Systems
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ASIN: B00091XRO6
Release Date: 2005-07-28 |
Book Description
This digital document is an article from Soft-Letter, published by Soft-letter on July 7, 1992. The length of the article is 2795 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: Benchmark survey: support & service productivity.
Publication:
Soft-Letter (Newsletter)
Date: July 7, 1992
Publisher: Soft-letter
Volume: v9
Issue: n12
Page: p1(8)
Distributed by Thomson Gale
Average customer rating:
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Benchmark Survey: tech support cost ratios. (Industry Trend or Event): An article from: Soft-Letter
Manufacturer: Soft-letter
ProductGroup: Book
Binding: Digital
General
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Management
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Manager's Guides to Computing
| Business & Culture
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ASIN: B00097P8LU
Release Date: 2005-07-28 |
Book Description
This digital document is an article from Soft-Letter, published by Soft-letter on July 21, 1997. The length of the article is 707 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: Benchmark Survey: tech support cost ratios. (Industry Trend or Event)
Publication:
Soft-Letter (Newsletter)
Date: July 21, 1997
Publisher: Soft-letter
Volume: v13
Issue: n21
Page: p1(2)
Distributed by Thomson Gale
Book Description
This digital document is an article from Chief Executive (U.S.), published by Chief Executive Publishing on April 1, 1994. The length of the article is 2078 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.
From the supplier: Companies can measure customer satisfaction by asking their customers the appropriate questions at the appropriate moment. The preferences of customers can be measured by first understanding the relationship of the customer and the company. The four encounters which comprise a customer relationship includes the environmental encounter, transaction encounter, assistance encounter and breakthrough encounter. The chemical company Lubrizon was able to explore customer preferences by hiring a management consulting firm which conducted a survey. An analysis by a third party provided a more objective feedback. Some of the problems identified by the customers include the bureaucratic structures with too many sales contacts, a long process of product-approval and inflexibility and lack of timeliness in ordering and delivery.
Citation Details
Title: Benchmarking customer satisfaction.
Author: Lester E. Coleman
Publication:
Chief Executive (U.S.) (Magazine/Journal)
Date: April 1, 1994
Publisher: Chief Executive Publishing
Issue: n93
Page: p24(4)
Distributed by Thomson Gale
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- Co-Active Coaching, 2nd Edition: New Skills for Coaching People Toward Success in Work and, Life
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