Customer Responsive Management The Flexible Advantage

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ISBN: 9781557865052 | 1557865051
Cover: Paperback
Copyright: 12/9/1996

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This book illustrates TQM concepts as they apply to service organizations where a product may or may not be involved. It addresses nine key management areas including cultivating relationships with customers and capacity management.

An Introduction to Customer Responsiveness

(26)

How Are Customer-Responsive Activities Different?

(1)

Does Customer-Responsive Management Only Apply to Services?

(3)

How Are Customer-Responsive Activities Different from Mass-Marketing Efforts?

(1)

Is Customer Responsiveness a New Concept?

(15)

Mass Production to Mass Customization

(3)

More Flexible Organizational Structures

(2)

The Simplification of Transactions between Gruops

(1)

The Development of Responsive Networks

(5)

Customer Responsiveness Creates Customer Value

(3)

Customer Responsiveness Requires Flexibility

(1)

Summary

(2)

References

(1)

The Evolving Economic Focus: From Conquest to Relationship

(24)

The First Era

(1)

The Second Era

(1)

The Third Era

(1)

Capitalism--The Roots of Modern Business

(4)

The Production Stage of the Mass-Production Era

(3)

Standardized Interchangeable Parts

(1)

Production Line

(1)

Scientific Management

(1)

Cost Accounting

(2)

The Mass-Marketing Stage of the Mass-Production Era

(2)

Mass Merchandising

(1)

The Marketing Concept

(1)

Market Segments

(1)

The Supply-Chain Logistics Stage of the Mass-Production Era

(1)

The Total Quality Stage of the Mass-Production Era

(4)

The Fourth Era--Customer-Responsive Management

(5)

Summary

(1)

References

(2)

Why Should Organizations Be Responsive?

(12)

Responsiveness Improves the Fit between Customer Need and Delivery

(5)

Responsiveness Increases Customer Retention and Profits

(2)

Responsiveness Decreases Costs

(2)

Responsiveness Makes Organizations More Responsive to Competitive and Environmental Change

(1)

Summary

(1)

References

(1)

Customer Responsiveness is Activity Based

(30)

Four Components of Every Activity

(27)

An Event Triggers the Activity

(5)

The Definition of the Response

(13)

The Coordination of Activities

(6)

The Delivery of Desired Benefits

(2)

Summary

(2)

References

(1)

The Customer-Responsive Model

(24)

The Establishment of a Customer-Responsive Strategy

(1)

Establish a Relationship with the Customer

(2)

Diagnose the Individual Customer's Needs

(1)

Determine the Organization's Ability to Meet the Individual Customer's Needs

100

(1)

Commit to the Customer

101

(1)

Enable Customer Response

101

(1)

Develop Delivery Plan

101

(1)

Dispatch Individual Needs

102

(1)

Monitor the Delivery Process

102

(1)

Mentor Partners

103

(1)

An Example of Response-Based Manufacturing

103

(4)

Responsiveness Can Be Increased by Separating the Dispatching of Work from the Scheduling of Capacity

104

(3)

Responsiveness Is Limited by Work Quality

107

(1)

Responsiveness Is Limited by the Flexibility of the Delivery Units

107

(1)

Responsiveness Is Limited by the Orientation of the Support Organization

108

(1)

The Effect of Responsiveness on Business Philosophy

108

(7)

Summary

115

(1)

References

116

(1)

Examples of Customer-Responsive Organizations

117

(26)

The Subway Example

118

(1)

The Pizza Hut Example

119

(1)

Coordination by Prioritized Dispatch List

120

(4)

Distribution Center Example

124

(2)

Military Campaigns

126

(4)

The Hospital Example

130

(3)

The Union Bank of Switzerland

133

(3)

Roadway Logistics Systems

136

(5)

Summary

141

(1)

References

142

(1)

The Customer Relationship Management Task

143

(26)

Relationship Management

143

(6)

Interaction Management

149

(4)

Diagnosis Management

153

(7)

Listening-Based Diagnosis

154

(1)

Display-Based Diagnosis

155

(1)

Question-Based Diagnosis

156

(2)

Prototype-Based Diagnosis

158

(1)

Screening-Based Diagnosis

159

(1)

Customer-Service Management

160

(7)

``Can You...?''

161

(2)

``Will You...?''

163

(1)

``Did You...?''

164

(1)

``Why Did You...?''

165

(1)

``Why Should I...?''

166

(1)

Summary

167

(1)

References

168

(1)

Delivery Coordination Management Task

169

(26)

Best-Practice Guideline Management

169

(4)

Task Management

173

(2)

Capacity Management

175

(12)

Improving the Forecasting of Capacity Needs in the Short Run

176

(3)

Cross Training Employees

179

(1)

Developing Cooperative Networks for Immediate Run Flexibility

179

(8)

Resource Interface Management

187

(2)

Delivery Coordination Summary

189

(1)

Yield Management

190

(3)

Summary

193

(1)

References

194

(1)

Customer-Responsive Demand Economics

195

(22)

Benefits versus Capacity Orientation

195

(1)

Demand Curve Construction

196

(18)

All Demands Are Derived from Individual Needs

197

(1)

Solution Value = (Customer Value * Fit) - Hassle

198

(1)

Customer Value

198

(4)

The Factors that Affect Yield

202

(7)

The Determinants of Customer Value

209

(2)

How Benefit Value and Capacity Are Determined for Customer-Responsive Activities

211

(1)

The Methods for Changing the Characteristics of Activities

212

(2)

Summary

214

(1)

References

215

(2)

Customer-Responsive Cost Economics

217

(24)

Role of Inventory

217

(2)

What Is the Cost of Capacity?

219

(1)

Capacity Management Is Immediate-Run Management

220

(2)

Immediate-Run Decisions Determine the Revenue Generated from Scheduled Capacity

222

(2)

How Are Costs Used to Make Decisions?

224

(1)

Is There a Relationship Between Fixed and Variable Costs?

224

(3)

Customer-Responsive Relationships Between Fixed and Variable Costs

227

(9)

Economy of Use

228

(2)

Economy of Modularity

230

(3)

Economy of Networking

233

(3)

The Capacity Inflexibility Dilemma

236

(2)

Summary

238

(1)

References

239

(2)

Customer-Responsive Pricing

241

(22)

Product-Based Pricing

241

(3)

Public Good Pricing

244

(5)

Responsive Activity Pricing

249

(9)

The Value of the Benefits to Customers

253

(1)

The Out-of-Pocket Cost of Providing Benefits

254

(4)

Pricing Implementation

258

(3)

Fit

258

(1)

Intensity of Response

259

(1)

Hassle

259

(1)

Posted Pricing

260

(1)

Experience Pricing

260

(1)

Negotiated Pricing

261

(1)

Package Pricing

261

(1)

Summary

261

(1)

References

262

(1)

The Customer-Responsive Organization

263

(26)

Planning the Responsive Planning Process

263

(1)

Process

264

(1)

Resources

264

(1)

Infrastructure

265

(4)

A Biological Analogy for Organizations

269

(5)

A Generalized Responsive Model

274

(1)

Individual Delivery Process

274

(2)

Infrastructure Development Plan

276

(6)

Logistic Is the Management of Responsive Activities

282

(4)

Summary

286

(1)

References

287

(2)

Customer-Responsive Information Infrastructure

289

(38)

The Basis for Customer-Responsive Infrastructure Design

290

(5)

Customer Relationship Strategies

291

(1)

Resource Relationship Strategies

291

(1)

Knowledge-Based Development Strategies

292

(1)

Operating Strategies

292

(1)

Information Infrastructure Strategies

292

(3)

Consensus-Building Concept Room

295

(2)

Design Criteria for Responsive Information System

297

(2)

The Customer-Responsive Process

299

(2)

The Requirements of a Customer-Responsive Infrastructure

301

(6)

The Capture, Storage, Retrieval, and Sharing of Customer Information

301

(2)

The Storage, On-Demand Retrieval, and Evaluation of Processes

303

(1)

The Identification of Resource Ability and the Capacity for Responding to Customer Needs

304

(2)

The Ready Identification of Individuals Responsible for Coordinating the Relationship

306

(1)

The Capture, Storage, and Retrieval of All the Information Necessary to Totally Define the Request

307

(1)

The Capture, Storage, and Retrieval of All the Steps Necessary to Dispatch the Delivery

307

(1)

Developing Visualization Tools

307

(12)

Context Digrams

308

(4)

Entity Relationship Diagrams

312

(4)

Business-Event Diagrams

316

(3)

Implementation Strategy

319

(6)

The Structure of the Information Required

319

(1)

The Linking of the Processes

320

(1)

The Structure of the Process

320

(1)

The Importance of Authentication

321

(1)

The Importance of Information Security

321

(4)

Summary

325

(1)

References

326

(1)

Responsive Relationships

327

(40)

Relationships Defined

329

(10)

What Is a Relationship?

330

(1)

Why Cultivate Relationships?

331

(3)

What Makes Relationships Work?

334

(3)

What Makes Relationships Fail?

337

(2)

Steps to Build a Strong Relationship

339

(24)

Contracting Tends to Make Relationships Unresponsive

342

(2)

Building Relationships

344

(19)

Summary

363

(2)

References

365

(2)

The Evolving Business Focus: Production to Customer 15 Responsiveness

367

(42)

Rethinking the Mass-Production Approach to Productivity

367

(4)

The Rise and Restructuring of the Services Economy

371

(6)

The Evolution of Organizations

377

(2)

The Shifting View of Capitalism from Ownership to Resource

379

(5)

The Evolution of the Information Age

384

(7)

First Trend-Miniaturization and Microcomputers

385

(1)

Second Trend--Development of Interface Standards

385

(1)

Third Trend--Self-Identification

386

(1)

Fourth Trend--The Mobile Connection

387

(1)

Fifth Trend--Systems Development Shifts Toward Users

387

(4)

Structured Information Systems for Highly Routine Activities

391

(1)

The Information Modeling Approach to Analysis

391

(13)

Traditional Statistics

392

(2)

Information Theoretic Statistics

394

(7)

Customer-Responsive Health Care Providers

401

(3)

Summary

404

(3)

References

407

(2)

Index

409

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Customer Responsive Management The Flexible Advantage

Summary

Author Biography

Table of Contents

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