Book Description
What’s the secret to wowing your customers while maintaining a loyal and dedicated workforce? No one knows better than Enterprise, the nation’s #1 car rental company. Drawing upon the time-tested strategies that have propelled Enterprise from a single location in St. Louis into a $9 billion global powerhouse, EXCEEDING CUSTOMER EXPECTATIONS reveals how to:
• Actively seek out unsatisfied customers and quickly turn them into loyal fans
• Hire smart people and train them from the ground up
•Develop methods to reduce costs and add value for your customers in every interaction.
• Grow your business by rewarding employees with financial incentives, forming strong partnerships, and focusing on the long-term
• Thrive during tough economic times by bringing new advantages to the market
• Cultivate a fun and friendly workplace where teamwork rules
In EXCEEDING CUSTOMER EXPECTATIONS, noted business author Kirk Kazanjian reveals how your company can consistently outperform and outsmart the competition by following a simple philosophy espoused by Enterprise founder Jack Taylor: “Take care of your customers and employees first, and the profits will follow.” Winning customer loyalty is like running a marathon–not a 100-yard dash. By mastering this principle, Enterprise has earned not only record profits, but also received numerous awards for customer service and earned an enviable reputation as one of the world’s best companies to work for.
EXCEEDING CUSTOMER EXPECTATIONS imparts timeless lessons on satisfying both customers and employees that you can put to use right away, no matter what your business or industry.
Customer Reviews:
"Pick Up" Your Customer Service!!!.......2007-03-10
This book is AWESOME! Although Enterprise is a car rental company, many of their methods can be successfully applied to other businesses. Another great companion book to this is The Ultimate Question by Fred Reicheld. They both make the assertion that you have to turn first time customers into "promoters" who will return AND bring others with them. When I need to rent a car I will Pick Enterprise...They Pick Me Up!!!
Great book about a great company.......2007-03-08
Enterprise is the best, and this book tells us exactly why. Take care of your customers and employees first, then the profits will follow. Well written, easily understood, this is a book that anyone having anything to do with customer service should read. Learn the secret that makes Enterprise Rent-a-Car so succussful. Well worth the read.
PROVIDES IMPORTANT GUIDELINES FOR SUCCESS IN A HIGHLY COMPETITIVE MARKET........2007-03-02
The author uses Enterprise to uncover critical insights that he distills into clearly stated key points. The essential focus of the book is on people...employees.
This is an first-rate analysis of a winning company, giving the reading important guidelines for success in any highly competitive market. Human resource professionals (yes, HR folks) should read this book, along with those who are concerned with business planning and marketing.
Good Book. Wrong Title........2007-03-02
EXCEEDING CUSTOMER EXPECTATIONS by Kirk Kazanjian may be viewed in a variety of ways. Many will consider this book nothing more than a marketing campaign, and in large part, they would be correct. However, I find no fault in that. If that were the intention of the people at Enterprise, it is ingenious. They certainly won my loyalty, not that I ever have much need to rent a vehicle, but if I ever do,....
Others might view this book just as the title opines, an instructional treatise on customer service. They too would be correct, but only to a certain degree. I say that because I found the book to be more of a business model. In fact, I would say this book is broken down thusly; 50% business model, 30% Enterprise company history and 20% customer service. Therefore, my only big knock on this book is the title, which leads the reader to believe customer service is the primary focus here. It is not. That is not to say, however, that readers will not glean valuable information on customer service, just not as much as this reader would have liked.
The book reads well and Kazanjian is to be commended for his work, but I do not believe the story paints quite the intended picture. I found in large part, the Enterprise Company bumbled its way into prosperity because a few headstrong employees refused to follow company policy! A good example is the Enterprise "we'll pick you up" mantra. I won't give too much of the book away, but this and other business innovations within the company happened by chance. Please do not mistake this as ridicule of the company. Enterprise is certainly a gem in today's marketplace, just understand that according to this book, much of the company's success wasn't planned that way. Perhaps that in and of itself is what has made them successful; their ability to adapt.
I would like to make one other observation about the title of the book. My fear is that many will miss out on this book because of the title. This is an excellent resource for constructing a business model and is, at best, a mediocre source on customer service. If you are on a quest for knowledge on "exceeding customer expectations" you will likely be disappointed here as there are certainly more informative volumes available.
Great for your business.......2007-02-17
If you are looking for a book to give your employees for customer service skills this is the only one.
Average customer rating:
- Improving the improvements
- Future of the American Auto Industry revealed
- Excellent Introduction to Lean Production
- Great book, but now dated and perhaps a bit too fawning
- A paradigm shift, and now I understand "Lean" a whole lot better
|
The Machine That Changed the World : The Story of Lean Production
James P. Womack ,
Daniel T. Jones , and
Daniel Roos
Manufacturer: Harper Perennial
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Lean Thinking : Banish Waste and Create Wealth in Your Corporation, Revised and Updated
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Toyota Production System: Beyond Large-Scale Production
ASIN: 0060974176 |
Book Description
This volume carefully traces the rise of the Toyota system from its take-off point in Ford's mass production system to its spread across the world, starting with the NUMMI joint venture with General Motors in California and now advancing in Europe, Latin America, and East Asia as well. It then identifies and describes the advantages of this system, which needs less of everything including time, human effort, inventories, and investment to produce products with fewer defects in smaller volumes at lower costs for fragmenting markets. The Machine That Changed the World even gave the system its name: lean. P In the decade since its launch in the fall of 1990, The Machine That Changed the World has sold more than 600,000 copies in 11 languages and has introduced a whole generation of managers and engineers to lean thinking. No lean library is complete without this groundbreaking book. P "The fundamentals of this system are applicable to every industry across the globea[and] will have a profound effect on human society. It will truly change the world." - New York Times p i Paperback / 1990 / 323 pages /i
Customer Reviews:
Improving the improvements.......2007-05-20
Lean production started with Henry Ford's car for the masses. Toyota took the old idea of customization combined with mass production to create their mass customization model. Quality is important in the product and focus on what is important to the client allows us to know what qualities make the most difference."If it aint broke don't fix it." Providing an affordable product was 20th century sales. Improving the improvements that are critically important to the client is 21st century marketing. The book proves it through the automotive manufacturing model.
Future of the American Auto Industry revealed.......2007-02-07
If this this book had been required reading for everyone employed at Chrysler, Ford & GM, the US auto industry may not be in the dire position it is today.
Excellent Introduction to Lean Production.......2007-02-01
This book provides an excellent introduction to lean techniques. I am college student majoring in mechanical engineering and needed something that could give me an overview of lean production and help me understand how it differs from mass production. The book certainly meets that criteria. While it does not give many case studies of how companies can convert to lean production, "Lean Thinking" by the same authors does do that and is also an excellent book.
The authors performed many years of research before publishing their data and can provide hard numbers to back up their claims that lean production is simply a better method. If you're looking for something to introduce you to lean production, this is the book to get.
Great book, but now dated and perhaps a bit too fawning.......2007-01-23
The title sets the tone the authors carry throughout the book. A little too much glorifying. A little too much hype. Yes, what Toyota and others did was impressive. But no, they did not change the world. In my opinion, not even close.
And this book is dated. In fact, though written in the early '90s, it reads more like many of the books written about Japanese management in the early '80s. Books like "Japan As Number One." Or "Trading Places." At the time, the Japanese were thought to be able to do no wrong.
Now, of course, we know that Japanese executives and managers are mere mortals too. Toyota has certainly done better than most Japanese companies over the last 15 years. And part of the reason -- a big part probably -- has been the effectiveness of their management in areas like lean production. But even without the benefit of the hindsight we now have, the authors of this book should have realized that their unstinted praise was not warranted. Even for the brains behind Toyota.
Still, this book is the best I have found on the history of the "Industry of Industries." It traces the history of the automobile industry from craft production to mass production to lean production. No other book I have read has done that so well.
And for an academic book, The Machine That Changed the World is easy to read. It keeps a careful balance between informing the reader and keeping the reader's interest. Most writers, particularly of works like this, tilt too much one way or the other. Either too dry and pedantic or too light and entertaining. A happy medium is hard to achieve.
Where does the auto industry go from here? Lean production is no longer exceptional. It has become the rule. But it seems to have run its course.
The future of the automobile industry may lie in "collaborative production." Major automakers concentrate on sales and service, not production. Suppliers develop specialized skills in technologies from hybrid power trains to drive-by-wire control systems. And everyone sells to everyone else. Technology becomes less important than brand.
If that is the case, Toyota may still lead the pack. In Business Week's list of the top 100 global brands, Toyota leads all carmakers at number 7. No one has caught Toyota napping on the increasing importance of brand.
Even so, Toyota fiercely defends the idea that is a motor company, not a sales company. Innovative technology and excellent manufacturing have been much more of a focus than sales. Will it be able to adapt if the industry does change?
An interesting question that we should see answered in the next few years. Like many good history books, The Machine That Changed the World gives us hints as to what that future will be.
A paradigm shift, and now I understand "Lean" a whole lot better.......2006-10-24
_The Machine the Changed the World_ by Womack, Jones & Roos is nominally about how Japanese carmakers came up with new ways to meet some difficult challenges. But really, it is about lean manufacturing and why lean manufacturing should be successor to current mass-production methods.
The authors did much of their research for the book while working at the International Motor Vehicle Program at the Massachusetts Institute of Technology. That program was sponsored by a large number of car companies who wanted to understand why the Japanese way of manufacturing (especially as practiced by Toyota) had had such different results from older American & European car companies.
Consequently, the book does focus entirely on the automotive industry. Originally, the first automobiles were custom-made (and often handmade) to the exact specifications of individual buyers, who were usually quite wealthy. Henry Ford wanted to get beyond that and create an automobile that did not need hand-fitting and hand-crafting of every single piece, and that could be built by people who had not already spent ten years in an apprenticeship for a very specific and specialized craft. In his efforts to get beyond the craftsman era, Ford developed a lot of the concepts and attitudes that still define mass-production today.
For decades, manufacturers and especially car assemblers from all over the world would make a pilgrimage to Ford Motor Co. to better understand what wondrous thing this was that Ford had created. Among those was Eiji Toyoda, a member of the family that had founded Toyota Motor Company. While he found much of Ford's work interesting, he also saw a lot of wasted time & effort. Furthermore, Toyota was faced with some challenges that neither Ford (Ford Motor Co.) or Alfred Sloan (General Motors) had ever had to deal with, such as a work force that they almost could not fire, and a severe lack of investment funds.
In dealing with those challenges and in trying to eliminate waste, Toyota Motor Company (and many other Japanese companies) developed what it today known as "lean" manufacturing.
Unfortunately, most presentations of "lean" in the U.S. seem to focus on some of the surface features, such as smaller batch runs, a focus on a neat & orderly work space, and not carrying a lot of inventory.
This is where _The Machine That Changed the World_ really shines, because it explores the thought processes behind the surface features, and explains how lean thinking affects every department of a company, not just manufacturing. The requirements & results of a lean mentality in purchasing, product design, and marketing are all examined as well.
The book was published in 1991, and is therefore a bit dated in some respects. The authors look very favorably towards the Japanese banking & finance system, yet that same system has been having ongoing problems since the mid-1990s. The authors predicted a number of problems -- in marketing, market share, and labor relations -- for GM, Chrysler, and Ford, as well as many of the European auto makers. While I know some of those predictions have come to pass, I would dearly love to see a second edition of this book that goes into more detail about what has happened in the automotive industry during the last 15 years.
Finally, I would have liked to have seen some discussion about implementing a company-wide lean structure in an American company. I have seen references in numerous books to Americans having atypical attitudes regarding individuality vs. other cultures that stress a conformance with society, and while I do believe the lean mentality could (and probably should) be implemented almost anywhere, I think there will be some specific aspects of American culture that will force a slightly different implementation than was done in Japan.
Book Description
Transportation service isn't as simple as you think. TRANSPORTATION goes in-depth and explains the fundamental role that transportation plays in our society. By looking at both domestic and international transportation systems, as well as their legal issues, you'll get a thorough, easy-to-understand overview. Plus, TRANSPORTATION gives you the tools you need to succeed in this fast-paced and rapidly changing industry. In class or on the road, TRANSPORTATION gives you the edge.
Customer Reviews:
Transportation Textbook.......2007-01-12
This is a textbook provides good balance between transportation history and up-to-date transportation industry information. The case studies are well-written, reinforcing and complimenting what is presented in each chapter. Worth every penny.
Book Description
From the author of the classic study of the aviation industry, The Sporty Game, a new book that chronicles the high-stakes rivalry between the world’s two largest aircraft manufacturers—companies that will bet the house on a single airplane.
Long one of America’s most successful and admired corporations—and its biggest exporter—Boeing struggled to maintain 50 percent of the market share for commercial aircraft after being overtaken by the European upstart Airbus in the late 1990s. But Airbus did not remain on top for long. By 2006, the company suffered from mismanagement and had adopted the kind of complacent, risk-averse culture that had once characterized its competitor.
Incorporating interviews he conducted throughout the industry—with everyone from company leaders, past and present, and Wall Street analysts to design engineers and factory workers—John Newhouse takes us inside these two firms to help us understand their struggle for supremacy in a business based as much on instinct as on economics. He examines the critical issues that Boeing has faced in recent years, including its difficult merger with McDonnell Douglas, its controversial move from Seattle to Chicago, and a series of corporate scandals that made front-page news. And he analyzes the troubles that have beset a once ascendant Airbus, notably an institutional structure aimed at satisfying the narrowly focused interests of its European stakeholders. Newhouse also explores the problems that now face Boeing and Airbus alike: potential competition from China and Japan, the challenge of serving burgeoning Asian markets, and the need to undo years of mismanagement.
Boeing Versus Airbus is a fascinating, informed, and insightful tale of success, and failure, in the turbulent, do-or-die world of the aircraft industry.
Customer Reviews:
A Must Read for All Aviation History and Airline Buffs.......2007-10-17
If you follow the Aviation and Airline businesses, you need to read this book. It is well written and organized, especially in describing the alternating ascendency of Boeing and Airbus. As a fan of Boeing and US aviation in general, I am personally pleased to see Boeing in the lead right now. However, I will not be surprised to see the pendulum swing again, and I hope that John Newhouse will be around to write a sequel to this excellent volume. Oh, and by the way, every airline passenger needs to read the chapter on the airlines. in fact, if you buy or borrow this book, be sure to have some of your air traveling friends read that chapter. My wife hates to fly, but is fascinated by airline operational details. She loved it.
Well-written, detailed and enjoyable.......2007-08-28
As a lecturer of tourism and aviation, I find this book very helpfull by its ability of exposing the reader to "the story behaind the story": highlighting managerial, economical, and marketing decisions of the 2 giants: Airbus and Boeing.
Highly recommended!
Hillel Avihai (PhD)
Inside look at the giants of the aircraft industry.......2007-07-12
John Newhouse, an experienced journalist and former "New Yorker" writer, has already written one book on the airplane industry ("The Sporty Game"). His fans will welcome the return of his expert insights, and may see this as a bonus supplement or extension. He has collected some fascinating new material for this work, so it is deeply informative, though perhaps not as dramatic as its title portends, since the titular competitors take turns winning. Newhouse clearly conducted extensive fresh research, and he presents interesting interview material throughout, although he gets a little awkward when he uses numerical data. We recommends this look behind the hangar doors of the airplane industry to business historians and, especially, to aviation buffs.
The case study in aviation.......2007-07-10
If you are interested in the rivalry between these two firms, look no further than this text...everything you need to know is in this book.
Second Act.......2007-07-05
"The Sporting Game" by the same author was a blockbuster. It described how Boeing gambled its net worth on developing a completely new and revolutionary airliner, the 747. After a rocky few years, this became a great commercial success, vindicating the daring gamble.
The new book, "Boeing Versus Airbus," describes an equally primal contest for survival, and the diametrically opposite strategies pursued by Boeing and Airbus. Unfortunately, the book is neither as well-written nor as well-edited as the first book, repetitive and full of opinions that don't always stand the test of time. Think of the book as a collection of articles, put into one set of covers. If you are or were involved in this industry (as I was) it's still a good read -- but more like a magazine article than the coherent book I had anticipated.
Average customer rating:
- Great for the in dept look at a well run warehouse.
- This is a must....
- Great warehousing and material handling book
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Warehouse Distribution and Operations Handbook (McGraw-Hill Handbooks)
David E. Mulcahy
Manufacturer: McGraw-Hill Professional
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Excellence in Warehouse Management: How to Minimise Costs and Maximise Value
ASIN: 0070440026 |
Book Description
The Handbook provides a step-by-step approach to reducing operating costs, enhancing inventory control, increasing profits, improving customer satisfaction, and controlling assets. In addition, the book fully examines and evaluates the array of practices, methods, equipment applications, and current technology that contribute to the effective operation of any type of warehouse--including industrial, mail order, and retail facilities. Whether remodeling an existing facility or building a new one, readers of Warehouse Distribution and Operations Handbook will explore a broad range of topics, including: logistical and strategic considerations affecting operating costs and customer service; layout and product flow options that affect productivity and handling costs; estimating costs, writing specifications, reviewing bids, and administering contracts; loss prevention, maintenance, and sanitation functions; employee standards, productivity programs, and annual expense budgets. In addition, the Handbook provides comprehensive information on carton handling. . .vertical and horizontal materials-handling systems. . .inventory control. . .site selection. . .private, public, and contract warehousing. . .receiving and shipping. . .stackables and unstackables. . .automated systems. . .and more.
Customer Reviews:
Great for the in dept look at a well run warehouse........2007-09-23
Great for the in dept look at a well run warehouse. Has all the details to help you start or clean-up an operation and help it run like a well oiled machine.
This is a must...........2006-10-30
This book is a must for ANY professional working in the finished-goods/products Fulfillment/Distribution world. If your work and responsibilities span anywhere within a FC/DC, you should pick up this book. For less than one hundred bucks, you get one of the best written, concise handbooks I have ever encountered.
It's very important to note that this is not just a dictionary-like handbook, but rather a book that is actually easily readble and enjoyable. It is not for novices, but for anyone with some level of experience, the book comes to life and will help you build depth.
I work for a major e-retailer that disbributes products to end customers. Having worked many years here and picking up most of the know-how from experience alone, I am now questioning why our learning dept doesn't have the insight to make this book a "required" manual for all when we first started. It is excellent and provides great explanations and applications .
Buy it. If I ran a DC/FC, this is a must read for all my mgrs and jr mgrs.
Great warehousing and material handling book.......2003-05-03
This is the best book I've ever found on material handling and warehouse storage. Though a little pricey, this book has content that makes it well worth the cost. Extensive detail on material handling and storage equipment. Also has separate chapters dedicated to small item warehouses, case-pick warehouses, and pallet warehouses.
Anyone designing a new warehouse or redesigning an existing one should read this book.
Book Description
Although introductions to courses in finance exist for a variety of fields, Robert W. Kaps provides the first text to address the subject from an aviation viewpoint. Relying on his vast experience—twenty-plus years in the airline industry and more than thirty years in aviation—Kaps seeks not only to prepare students for careers in the aviation field but also to evoke in these students an excitement about the business. Specifically, he shows students how airlines, airports, and aviation are financed. Each chapter contains examples and illustrations and ends with suggested readings and references.
Following his discussion of financial management and accounting procedures, Kaps turns to financial management and sources of financial information. Here he discusses types of business organizations, corporate goals, business ethics, maximizing share price, and sources of financial information.
Kaps also covers debt markets, financial statements, air transport sector revenue generation, and air transport operating cost management, including cost administration and labor costs, fuel, and landing fees and rentals. He describes in depth air transport yield management systems and airport financing, including revenues, ownership, operations, revenue generation, funding, allocation of Air Improvement Program funds, bonds, and passenger facility charges.
Kaps concludes with a discussion of the preparation of a business plan, which includes advice about starting and running a business. He also provides two typical business plan outlines. While the elements of fiscal management in aviation follow generally accepted accounting principles, many nuances are germane only to the airline industry. Kaps provides a basic understanding of the principles that are applicable throughout the airline industry.
Customer Reviews:
Dealing with Human Error.......2007-05-06
This is a landmark book by the renowned expert and guru on human error, Professor James Reason. The author methodically, step-by-step, explains how the various defenses erected to prevent accidents can be breached in the highly technologically advanced and hazardous industries. Using the famous "Swiss Cheese" model to illustrate his point, he outlines how latent defects can conspire with active failures to result in accidents. Professor Reason's arguments, proposals and conclusions are persuasive and logical and are presented in an easy to follow and understand format.
According to Reason, error management includes measure to reduce the error susceptibility of particular tasks or task elements; determine, assess and then remove error-producing factors within the workplace; identify organisational issues that generate error-producing factors within the individual, the team, the task or the workplace; improve error detection; increase the error tolerance of the workplace or system; make latent conditions more visible to those who operate and manage the system; improve the organisation's intrinsic resistance to human fallibility.
It is important that organisations balance profit and costs, and try to ensure that the defences which are put in place are the most cost-effective in terms of trapping errors and preventing catastrophic outcomes.
Managing The Risks Of Orgnizational Accidents.......2001-07-20
Professor James Reason of Manchester University, is a giant in dealing with the human error. His famous book "HUMAN ERROR", first published in 1990, was an instant hit with the safety professionals and until today, remains an authoritative reference for anyone who wants to know more about human errors and human failings.
In 1997, Reason published yet another hit - "MANAGING THE RISKS OF ORGANIZATIONAL ACCIDENTS". This book, as Reason puts it, ... aimed at the "real people" and especially those whose daily business is to think about, and manage or regulate, the risk of hazardous technologies - like commercial aviation - our business.
Yes, this book is meant for the bosses, the Chairman, the CEO, all the Presidents, Executive Vice Presidents, Senior Vice Presidents and last but not least --- (if you are in the air transport business) --- the pilots in the flight deck - as the "Sharp End Operators" and the "Last Line Defenders" to fight against of all the possible latent errors and threats made long before we step into the flightdeck, but expect us to put a stop to any possible mishap from happening when the situation arises!
Professor Reason uses his now popular "Swiss Cheese" Model of Defence to explain the nature of those "latent threats" or "latent errors" lurking in our air transport organization (and others), waiting to spring on us when the time and opportunity present themselves.
Reason argues that highly hazardous technological industry like the air transport industry, (nuclear and chemical plants as well etc.) are usually protected with layers of strong defences..
Let me try to illustrate; let's say we have a lot of hazards to contain on the left hand side of this page, and the losses (if the hazards are not contained and causing accidents) are on the right hand side of this same page. Our defences are like layers of steel plates erected between the hazards and losses to protect them from meeting (liken to be like a light beam shining through).
In real life, these steel plates are both "hardware" and "software". Hardware are, for example better designed modern airplanes with many safety features incorporated from experiences gained over the last few decades of air transport operations, better human-engineering to prevent human factor related errors from being committed. Having better equipment to forecast weather better, better equipment to detect and forewarn the pilots of impending collision with other traffic or terrain etc.
Software, on the other hand, are people themselves, plus philosophy, policy and enforcing procedures to promote safety, implementing safety rules and regulations and practices to guard against accidents from happening.
Well and good, to be fair, all these work pretty well most of the time. That's why you don't get to see many air disasters, nuclear plant accidents, or offshore oil rig disasters very often. Reason, however, argues these "steel plates" are not hole-proof, there are in fact, full of "holes", caused by latent threats and errors, such as company pressure, tight schedules, awkward rules that are hard to follow, long working hours, inadequate rest, lack of on-going trainings, or lack of safety awareness practices, impractical fuel policy etc.
These "holes" in the steel plates expand or shrink depend on prevailing conditions. The holes are "latent threats and errors" built-in to the system, they alone will not cause accidents (not all the plates) but when coupled with some "active failures", (the remaining plates) such as human errors, lapses or slips in the system, in the right place and at the right time, the imaginary light from the left hand "hazards" side, will shine through these porous steel plates and light up the right hand "losses" side, an accident happens! But when it does happen, it is certainly a "Big Bang" headline news, which is usually coupled with heavy human death toll and colossal hardware losses.
Professor Reason deals specifically with the latent threats rather than the active failures, because, as in the Swiss Cheese Model, all you need to do is to make one of the steel plate hole-proof and the error chain is broken, thus preventing a disaster from occurring. Simple as that. Active failures will be dealt with elsewhere..
To sum up, this book covers hazards, defences and losses in all the hazardous high technology industries, it also points out reasons why sometimes these defences are penetrated and defeated. In fact Reason says some of these defences are themselves dangerous! He also talks of the human contribution to the breakdown in the defences, even maintenance, the very reason for maintenance is to ensure safety and reliability of the systems we built, itself can cause accidents if negligence seeps in. He offers practical guides to error management, and finally, how to engineer a safety culture to prevent "Big Bangs" from happening.
A highly recommended reference for those who take flight safety business seriously.
Eddie
This book gives a very holistic view of the safety problem........1999-06-17
This book is a must for anyone who is interested in understanding the organizational factors involved in accidents. It presents a clear picture of what the basic issue is with safety. It helps significantly in the understanding of what must be done in order to manage safety appropriatley. It presents principles that are applicable to all type of industries. I think the fact that an effective book on safety can be written by a psychologist emphasises the role people play in the safety process.
An excellent book........1998-10-19
A novice in this area, I found this book easy to read and very enlightening. The challenge for automation engineers, designers and safety professionals is not what needs to be done, but how to translate these concepts into your company's culture.
issues involved in managing safety in complex technologies.......1998-06-11
This book examines the issues involved in managing safety in complex technologies such as aviation, chemical process plants, and nuclear power. Mr. Reason leads the reader through the complex web of forces which interact to shape human performance. He builds on his earlier works, such as Human Error, to produce a comprehensive examination of difficulties in managing human performance. This book is a "must have" if you are seeking to understand human performance management or reducing human error.
Book Description
The second edition of General Aviation Marketing and Management retains the purpose of the first edition: to provide an extensive survey of the role of general aviation in our air transportation system and assess its impact upon the economy. All of the functions in the marketing process are thoroughly covered. The text has been critically reviewed, updated, and revised where appropriate. Part I which presents an introduction and overview of the general aviation segment and the role of the FBO (fixed base operator) has been greatly expanded with new sections covering the major factors causing the decline in general aviation aircraft sales from the late 1970s through the mid 1990s and industry initiatives that reversed this trend during the late 1990s. The significance of the General Aviation Revitalization Act of 1994 is thoroughly explored. Part II focuses on the marketing and management processes as they apply to general aviation aircraft. New examples have been introduced into the transportation needs assessment and costs/benefits analysis. The chapter describing methods of using business aircraft has been expanded to include company-owned aircraft operated by management companies and fractional ownership programs. The second edition has added a comprehensive listing of over 500 general aviation web sites. Like the first edition, this book will benefit the college aviation student who, as a prospective manager, must recognize and appreciate the role of general aviation in the air transportation system and the marketing and management functions of an FBO; the corporate pilot with responsibility for aircraft evaluation; and FBO's engaged in marketing and management.
Customer Reviews:
A meticulously detailed and strongly recommended study.......2003-01-11
Now in an fully updated and expanded second edition, General Aviation Marketing And Management by Alexander T. Wells (Adjunct Professor of Aviation Business Administration at Embry-Riddle Aeronautical University) and Bruce D. Chadbourne (Professor in the College of Business, Embry-Riddle Aeronautical University) is a truly comprehensive survey of the general aviation air transportation system and its impact upon the American consumer oriented economy. Focusing on the late 1970s through the present day, notable laws such as the General Aviation Revitalization Act of 1994, management processes as applied to aircraft and much more, General Aviation Marketing And Management is seminal, inherently fascinating, meticulously detailed, and strongly recommended study which is enhanced throughout with extensive research, tables, and black-and-white photography.
aviation and airport management.......2001-10-24
Aviation safety Programs A Management Handbook,
Human Factors in Aviation
Airline Management,Strategies for the 21st Century
Practical Aviation Law
Airport Operations
An Introduction to Airline Economics
Transportation
General Aviation Marketing and Management
Book Description
Extensively revised, Maritime Economics provides a valuable introduction to the global shipping industry, outlining the economic theory behind this large and complex subject as well as many of the operational practicalities involved.
Customer Reviews:
Very good content marred by poor editing.......2006-01-05
A small number of reviewers were impressed by this work and that accolade is understandable and, for the most part, well warranted. I found Mr. Stopford's book was a comprehensive and detailed discussion of the arcane field of maritime economics and finance. I believe that anyone interested in this field, particularly maritime attorneys, ship financing brokers, maritime finance department representatives, ocean carrier finance departments, and other players will find it very useful. However, I regret that I cannot give this work five stars. The volume I purchased contains far too many spelling and grammatical mistakes, no doubt due to poor editing by Routledge. These spelling and other errors are not just small mistakes that can be overlooked. There are far too many distracting errors that greatly undermine the usefulness of the book. At times, I found it very difficult to even follow the book's lessons because spelling and grammatical errors made it hard, if not impossible, to determine what lesson Mr. Stopford was trying to impart to the reader. It's a shame such a good book's lessons were marred and undermined by such shoddy editing.
The Bible of Shipping.......2005-06-23
It is the Bible of Shipping, a must for anyone interested on the Maritime World
Best book ever on Maritime Economics.......2004-03-19
Maritime Economics by Martin Stopford is not only the most comprehensive and understandable introduction to the world of shipping but today also a "must have read" for newcomers to both the shipping and vessel finance industries. Well written, close to real life practice. Just read it and get convinced
mariitme economics.......2000-10-13
It is an excellent guide book to students whose willing to study maritime business. It provides not only a good theorical understanding but real aspect getting from author's plenty experiences. If you want to learn about maritime transport economy, it is neassary to read it as soon as possible.
Book Description
In this comprehensive aviation manual, Raoul Castro provides a source of invaluable corporate aviation management information. He begins by giving an overview of corporate aviation from its inception, then focuses on the management principles and functions that specifically target corporate aviation. Through the utilization of these sound management principles, Castro facilitates the acceptance of corporate aircraft as indispensable tools of industry.
As Castro notes, few companies know how to use corporate aircraft to maximum advantage. Drawing on his expertise and experience, Castro designs a plan by which a company can achieve maximum utilization of an airplane or helicopter fleet. He gives specific instructions on how to facilitate the efficient use of the aviation department of a company, select appropriate aircraft, plan for disasters and establish security measures, fulfill legal requirements of the governmental agencies that regulate the use of aircraft, and manage the maintenance and repair of aircraft. Castro also discusses the scores of details involved in the management of a professional corporate aviation branch and how these details can be handled in a positive, productive manner.
After thoroughly examining the overall managerial functions involved in planning, organizing, controlling, and implementing an aviation arm, Castro concludes by discussing the future of corporate aviation.
This book is a practical and valuable guide for the executive in charge of an aviation department, an aviation department manager or chief pilot, aspirants to aviation management positions, and both students and teachers of aviation management.
Books:
- FEMININE MISTAKE, THE: ARE WE GIVING UP TOO MUCH?
- Free Agent Nation: The Future of Working for Yourself
- Free to Choose: A Personal Statement
- Free to Choose: A Personal Statement
- Free to Choose: A Personal Statement
- Game Theory: Analysis of Conflict
- Gender Inclusive Game Design: Expanding The Market (Advances in Computer Graphics and Game Development Series)
- Getting Things Done: The Art of Stress-Free Productivity
- Global Strategy (with World Map and InfoTrac )
- Global Sustainability: Bending the Curve (Routledge/Sei Global Environment and Developmentseries, 3)
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