Customer-Driven Operations Management: Aligning Business Processes and Quality Tools to Create…

Hardcover | December 17, 2008

byChristopher K. Ahoy

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The global economy is witnessing previously unseen levels of competitiveness, forcing business leaders to contend with unprecedented challenges. No longer can companies seize and hold a customer base by operating adequately. In order to enjoy a competitive advantage, an organization must operate at exemplary levels of performance in every facet of business and maintain that degree of excellence indefinitely. This is achieved through careful alignment of operational systems and the use of innovative process management initiatives. “Unless an organization is uniquely qualified to deal with its customers by understanding its own strengths and weakness,” writes internationally renowned operational management expert Christopher K. Ahoy, “it will be unable to understand what is required to move from the current paradigm of doing business.”

In Customer-Driven Operations Management, Ahoy distills the most current business theories and practices that will help you weed out and eliminate operational inefficiencies and put in place the necessary metrics for providing products and services better, cheaper, and faster than ever. Ahoy walks you through the steps of creating a world-class organization, which include

  • Mapping your company's processes to target weak points
  • Realigning management systems from functional to process-focused
  • Setting benchmarks throughout the process to help quantify levels of success
  • Establish a system of knowledge management for the seamless alignment of teams and departments
  • Improving process management using Lean, Six Sigma, and other methodologies
  • Create a sound strategic planning initiative to eliminate future surprises

    With diagrams and figures to highlight salient points, Customer-Driven Operations Management clarifies and simplifies the otherwise daunting task of enacting major changes in your company's operations systems.

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From the Publisher

The global economy is witnessing previously unseen levels of competitiveness, forcing business leaders to contend with unprecedented challenges. No longer can companies seize and hold a customer base by operating adequately. In order to enjoy a competitive advantage, an organization must operate at exemplary levels of performance in ev...

From the Jacket

A Proven Formula for Gaining and Maintaining the Competitive AdvantageIn today's increasingly competitive global economy, operational excellence is absolutely essential for any organization that seeks to thrive, not just survive. This means enacting measures to defragment existing processes and putting into place a system that facilita...

Christopher K. Ahoy is associate vice president for Facilities Planning and Management at Iowa State University. An internationally recognized expert on quality initiatives, he is responsible for having his organization become a three-time recipient of the state of Iowa’s annual Iowa Recognition for Performance Excellence Silver Achiev...
Format:HardcoverDimensions:288 pages, 9 × 6.2 × 0.91 inPublished:December 17, 2008Publisher:McGraw-Hill Companies Health Professions DiviLanguage:English

The following ISBNs are associated with this title:

ISBN - 10:0071608311

ISBN - 13:9780071608312

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Extra Content

Table of Contents

Ch 1: Creating a World Class Awareness
Ch 2: World Class Drivers: Attitude, Process, Tools
Ch 3: Where to Start: Process Model Diagram
Ch 4: Stages of Change: Reassessment of Values
Ch 5: Levels of Development: Process Mastery, Data Mastery, Supply Chain Mastery, Innovation & Differentiation
Ch 6: The Customer: Customer Value Analysis
Ch 7: Customer Focus: The Three Customer Paradigms
Ch 8: Organization Design: A Focus on Quality Initiatives, High-Level Performance, Productivity
Ch 9: Metrics: Measures and Drivers in Project Management
Ch 10: Systems Approach and Filling the Gaps: Systems Engineering & Gap Analysis
Ch 11: Quality Tools: Balanced Scorecard, Benchmarking, Lean, Six Sigma, TQM, TRIZ
Conclusion: Trends Leading into a World Class

Journey