Crafting Customer Value: The Art and Science

Front Cover
Purdue University Press, 2004 - Business & Economics - 193 pages
0 Reviews
In today's competitive marketplace, customer value-a combination of product and service benefits at a fair price that creates value in the minds of customers-is the key variable for business success. Using several comprehensive and highly integrated frameworks, Peter Duchessi provides strategies for defining customer value and for developing the critical business, personnel, quality, and information systems that are responsible for delivering customer value. Whereas other books focus on just one of these critical areas, Crafting Customer Value provides a comprehensive account of what a company must do and how to go about doing it in each area. The author's numerous vignettes and cases illustrate how successful companies set clear business direction, formulate a customer value strategy, design and implement new business processes, develop a loyal cadre of employees, institute effective quality programs, and deploy state-of-the-art information systems. This book is a valuable guide for managers who are interested in transforming their companies into customer value-added enterprises that can earn high profits.
 

What people are saying - Write a review

We haven't found any reviews in the usual places.

Contents

Designing Business Processes
93
Layout Strategies for Business Processes
94
Steps for Redesigning Business Processes
98
Define Business Direction
99
Identify Core Business Processes
100
Develop Deep Process Knowledge
101
Learn from WorldClass Standards
106
Design a New Business Process
108

Seeing the Big Picture
17
Determine Business Direction
19
Identify Target Customers and Assess Their Needs and Expectations
21
Define a Value Proposition
22
Design or Redesign Business Processes
24
Institute Quality Assurance Programs
25
Deploy Information Technology IT
26
The GM Experiment
27
Management Directives
31
Determining Business Direction
35
Define a Vision and Mission
37
Determine Strengths Weaknesses Opportunities and Threats SWOT
38
The SelfAssessment
39
The External Analysis
40
Identify Critical Success Factors CSFs Determine Business Goals and Develop Business Strategies
45
Formulate Business Function Objectives and Develop Supporting Strategies
50
Achieve Full Integration and Consistency
53
Developing Business Direction at Jet Aviation Business Jets AG
54
Management Directives
59
Identifying Target Customers and Assessing Their Needs and Expectations
63
Who Are Our Customers?
64
What Do They Need?
65
How Well Are Their Needs Being Met?
73
Learning about Customers at Readers Digest
77
Management Directives
78
Defining a Value Proposition
81
Dimensions of Value
82
The LowPrice Approach to Value
85
The Product and Service Quality Approach to Value
86
Creating Value Innovations
88
Management Directives
90
Implement the New Business Process
110
Redesigning Business Processes at Kitware Incorporated
112
Management Directives
118
Managing People for Positive Results
121
Selecting the Correct People
122
Providing Leadership
123
Educating and Training Employees
125
Providing a Supportive Business Process
127
Empowering Employees
128
Creating Measurement Systems
129
Providing Adequate Compensation
130
Education and Training at Siemens Shared Services
131
Management Directives
134
Instituting Quality Assurance Programs
137
Quality Productivity and Profits
138
Quality Techniques Tools and Programs
141
Delivering High Levels of Service Quality at Readers Digest
148
Management Directives
154
Deploying Information Technology IT
157
The Growing Scope of Information Systems
158
Improving Marketing and Sales Efforts and the Customers Buying Experience with Information Technology
160
Improving Effectiveness of Order Fulfillment Operations and Delivery with Information Technology
164
Elevating Customer Support and Service with Information Technology
168
Information TechnologyEnabled Service Delivery Systems at UPS
171
Management Directives
175
Moving Forward
179
The Critical Business Dimensions
182
Necessary and Sufficient Conditions
184
Management Directives
186
Index
187
Copyright

Other editions - View all

Common terms and phrases

Bibliographic information