- Paperback: 286 pages
- Publisher: Wiley-Blackwell (31 Oct 1996)
- Language English
- ISBN-10: 1557865051
- ISBN-13: 978-1557865052
- Product Dimensions: 21.4 x 14 x 2.4 cm
- Average Customer Review: 5.0 out of 5 stars See all reviews (1 customer review)
- Amazon Bestsellers Rank: 2,358,440 in Books (See Top 100 in Books)
- See Complete Table of Contents
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Product Description
Product Description
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.
From the Back Cover
Customer Responsive Management is part of an important new series designed to provide business and engineering students with a full understanding of the issues of Total Quality Management. The series will also be a valuable resource for practising managers and engineers.
Modern organizations perform different types of activities, each of which requires a different management approach from project management to production management to responsive management. This book considers the need for increased responsive management in a constantly changing business environment where customers are demanding specialized treatment and competition is forcing firms to be responsive in order to survive.
Customer Responsive Management integrates all the components of responsive management – the need to empower employees, the need for improved customer service – into a logical model which can be followed in order to achieve the management objectives of the responsive organization.
Inside This Book
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First Sentence
Two major philosophies of management developed during the 20th century. Read the first page
Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
Two major philosophies of management developed during the 20th century. Read the first page
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Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
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Most Helpful Customer Reviews
5.0 out of 5 stars
Revolutionary, A step beyond Mass Customization!,
By A Customer
This review is from: Customer-responsive Management (Total Quality Management) (Paperback)
The concepts in this book will change the way you do business. Davis and Mandrodt teach us how to respond and develop offerings unique to each customer. No longer will you view customers as nameless, faceless masses (look out marketing, its about time). The examples are clear and valuable. A must!
Share your thoughts with other customers: Create your own review
Most Helpful Customer Reviews on Amazon.com (beta) Amazon.com:
5.0 out of 5 stars (2 customer reviews) 1 of 1 people found the following review helpful:
5.0 out of 5 stars
SUPERLATIVE WORK ON ENTERPRISE RESPONSIVENESS !!,
By Vivek Kale (author of "IMPLEMENTING SA... - Published on Amazon.com
This review is from: Customer-responsive Management (Total Quality Management) (Paperback)
The literature on enterprise responsiveness is rather limited, but this book is an exception and had a lasting impression on the reviewer in that it ignited an abiding interest into the nature of responsiveness and characteristics of responsive enterprises.This is the only book that I am aware of that dwells on the nature of `responsiveness' and that too from the perspective of a customer! But the real significance of Davis's approach to `responsiveness' is revealed only when one applies this to understanding the nature of the IT services firms. I have always been puzzled by the apparent contradiction between most of the received wisdom in management literature on such firms and my experiences of working with such firms throughout my professional career. But, put on Davis's lenses and all contradictions simply disappear!! Out comes consistent explanations for capability/ capacity/ core competency, best-practice guidelines, multi-skilling, centers of excellences, network of delivery firms specializing in different areas, the essential tension between the scope versus specialization, or, assignment/ control of projects versus project deliveries, percentage of resource utilization, yield management and so on, and, above all the phenomenon of outsourcing! I recommend this book to anyone interested in customer-centricity -- which is almost everyone! Read this book for its declared purpose of `customer responsive management', but if you are one of the thousands of IT professionals trudging along the information highway, this book is a must - this maybe your only handbook to make sense of this crazy industry. 2 of 3 people found the following review helpful:
5.0 out of 5 stars
Revolutionary, A step beyond Mass Customization!,
By A Customer - Published on Amazon.com
This review is from: Customer-responsive Management (Total Quality Management) (Paperback)
The concepts in this book will change the way you do business. Davis and Mandrodt teach us how to respond and develop offerings unique to each customer. No longer will you view customers as nameless, faceless masses (look out marketing, its about time). The examples are clear and valuable. A must!
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