- Hardcover: 240 pages
- Publisher: Simon & Schuster Ltd (4 May 1998)
- Language English
- ISBN-10: 0684834537
- ISBN-13: 978-0684834535
- Product Dimensions: 23.6 x 16.5 x 2.3 cm
- Average Customer Review: 4.8 out of 5 stars See all reviews (4 customer reviews)
- Amazon Bestsellers Rank: 2,620,250 in Books (See Top 100 in Books)
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More About the Author
Product Description
Product Description
What makes the world's top companies so adept at providing stellar customer service? How do they meet the needs of every customer and still turn healthy profits? And, most important, how can you adapt their practices to fit your business?
Thanks to over six years of ongoing research and an investment of $30 million, Arthur Andersen has created its Global Best Practices Database to uncover breakthrough thinking at world-class companies. Now, in "Best Practices", Arthur Andersen for the first time shares its understanding of how more than forty best-practices companies focus on their customers, create growth, reduce cost, and increase profits. Managers of any business in any industry can adapt and apply what those companies do best.
Unlike most books based merely on an author's own theories or limited anecdotal experience, "Best Practices" is backed up by 30,000 pages of active, documented data on hundreds of companies worldwide. This book concentrates primarily on customers and how to involve them in everything from the design of products and services to marketing, selling, and product delivery.
Perhaps the greatest value of the book lies in its linking of best practices to business processes, thereby encouraging managers to expand their thinking and engage in creative problem-solving with the help of insights from companies inside or outside their own industry For example, the manager of a clothing store chain can study how Federal Express adapted the concept of just-in-time manufacturing to its rapid delivery of parts between supplier and customer. The owner of a small coffee shop chain might learn from American Express and Peapod how to target customers by offering particular products and predicting exactly when they will make their next purchases.
These and other examples will help business people diagnose the processes in place at their own companies and determine how best to improve them. Comprehensive and on the cutting edge, "Best Practices" will serve as an invaluable information resource.
Inside This Book
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First Sentence
Mobil Oil might never have found a way to provide the fast, friendly, consistent, and knowledgeable service its customers wanted if it hadn't been for a racetrack pit crew, a hotel concierge, and a plumbing parts salesman. Read the first page
Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
Mobil Oil might never have found a way to provide the fast, friendly, consistent, and knowledgeable service its customers wanted if it hadn't been for a racetrack pit crew, a hotel concierge, and a plumbing parts salesman. Read the first page
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Concordance
Browse Sample PagesConcordance
Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
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Customer Reviews
Most Helpful Customer Reviews
Format:Hardcover
This is definitely a worthwhile book to read. It contains many interesting, memorable case studies. In addition, each chapter summarizes with an "agenda" and a list of "Diagnostic Questions." These diagnostic questions are targeted to help detect suboptimal situations and begin the process of extraction. If this book has a downside, it's primarily in the first few chapters, which tend to be thinly-veiled advertisments for Andersen. But, once beyond this, the advertisments are stripped away, and the real meat of the book is fully evident. If you're looking for Hiebeler's definition of "best practices," you won't find it in this book. But, you will see many examples of best practices, and how to become more customer-oriented in every level of business.
Format:Hardcover
I think the main advantage of this book is providing a clear and easy way to approach what best-practice really means, specially when here, in Europe, we usually make very complex model from everything. A useful reading for consultants which in our continent are creating a very confusing best-practice consulting tools. The best: the idea of customer-center best-practices (better than all this re-engineering radical tools that fail most of times).
Format:Hardcover
An enthusiastic two thumbs up!
Unlike most businesss books that say in 300 pages what can be said in 3, this book delivers its message clearly and concisely.
It offers many "best practices" learned from direct client experience that can be used immediately in companies. Colored with examples, and punctuated throughout with tidbits of wisdom.
A must buy!
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