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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.
- Sales Rank: #2443608 in Books
- Published on: 2008-12-17
- Original language: English
- Number of items: 1
- Dimensions: 9.00" h x .91" w x 6.20" l, 1.22 pounds
- Binding: Hardcover
- 288 pages
From the Back Cover
A Proven Formula for Gaining and Maintaining the Competitive Advantage
In 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 facilitates continuous quality initiatives and systemic improvement.
Customer-Driven Operations Management provides the tools you need locate the weak operational links in your organization and offers prescriptive measures for building a world-class enterprise. With optimized customer-focused operations in your sights, you can target all levels of operations to create an effective organization with operational excellence. This innovative program explains how to:
- Set the right metrics for critical success factors
- Train employees in pivotal positions
- Eliminate waste and inefficiencies
- Optimize the work-flow process
- Improve procedural capabilities
Customer-Driven Operations Management explains how to combine Six Sigma, Baldrige, Balanced Scorecard, and other popular management tools into a fully integrated system that will increase productivity and profits. This forward-thinking guide, based on years of intensive research, has all the information you need to move your company from a state of “as is” to one of ideal operational effectiveness.
About the Author
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 Achievement award.
Most helpful customer reviews
2 of 2 people found the following review helpful.
Great framework and practitioner guide
By Alex
This is a great framework and overview of the key components for implementing operational excellence, particulalrly in servce and knowledge worker sectors... whets your appetite for more detail with some gresat references.
I plan to use it as a core introductory text to our "Journey to Operational Excellence" program.
1 of 1 people found the following review helpful.
Make The Customer More Successful
By Roger W. Berger
Happy customers will help your company be successful. But if you can make YOUR CUSTOMER more successful, the payback to you can be manyfold. Would you like to figure out how to do this?
Chris Ahoy has figured it out. His book is based on his own experience in managing the physical facilities department at Iowa State University over the past 12 years. Chris and his organization have won numerous awards and have built a solid reputation for customer service at its best. He has documented his own success and shown others how to do it.
The book is really about how to be an outstanding LEADER, describing in a logical fashion all the elements that go into that task. All the normal management buzzwords are present - organizational design, transforming the workspace, metrics, systems approach, and all the rest. What sets this book apart from the competition is the way that Ahoy has organized every chapter and every section around three broad themes: (1) satisfy the customer, (2) delight the customer, and (3) make the customer successful.
You will have to read the book yourself to see how theme #3 is handled. This is what makes the book unique.
If I were to criticize the book in any way, it would be that maybe the author has tried to be a bit too all-inclusive. He has provided "the shell" of a complete management handbook but hasn't filled in all the details of every aspect of that shell to make a true handbook. Considering the cost and size of the book, he couldn't! The book is only 272 pages long. But to compensate for this brevity in some of the areas (notably in Chapter 11 on quality tools) , the author has provided many useful references to point the reader in the right direction to fill out the shell for himself/herself. The book is solid, and the ideas that Ahoy presents really do work. He proved it in his own job!
1 of 1 people found the following review helpful.
As Practical As It Gets For Any Organization's Attempt At Achieving Excellence
By William E. Harris, III
As a Quality professional overseeing the day-to-day operation and long-term strategic focus of an ISO9001:2008-based Business Management System, I'm always looking for practical, real-world ideas I can use to enhance my organization's performance. As I have found over the years, there's no absence of material in the published realm addressing organizational performance improvement, some of it eminently practical and truly implement-ready, and some... well... decidedly less so. And because we're a service organization with no involvement with manufacturing in any way, I've found some material unsuitable for our somewhat unique environment. Then, almost out of the blue, comes a work like this, written by someone with real `street cred' and the actual award-winning results to back it up.
Someone once stated `... Knowledge without practical application is useless...', and I think it fair to say that's an unstated subtext of this work.
Some years ago, I had an opportunity to meet Chris Ahoy, tour his operation at Iowa State University, and experience, first-hand, what I think are the truly spectacular results of his efforts and those of his team. We spent several hours together afterwards discussing the theories and concepts that eventually came together in this book. I was significantly impressed then -- I remain significantly impressed now. In my view, what Chris has brought to the forefront has been driven by his real-world, hands-on experience, his inquisitive `how-does-this-work-and-how-can-it-work-better?'|continual improvement nature, and perhaps most important of all, his seemingly endless passion and enthusiasm for seeking excellence and modeling it in his organization and to all those with whom he interacts.
Bottom line? He's the `real deal' -- a genuine `student of the game' -- and his insights documented here and elsewhere are ones I value highly. Without reservation, therefore, I recommend this book to anyone interested in developing a practical plan to help their organization achieve sustainable success.
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