30 - Customer Support Services According to Theory of Constraints

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McGraw Hill Professional, Apr 8, 2009 - Business & Economics - 1216 pages
The definitive guide to the theory of constraints

In this authoritative volume, the world's top Theory of Constraints (TOC) experts reveal how to implement the ground-breaking management and improvement methodology developed by Dr. Eliyahu M. Goldratt. Theory of Constraints Handbook offers an in-depth examination of this revolutionary concept of bringing about global organization performance improvement by focusing on a few leverage points of the system. Clear explanations supplemented by examples and case studies define how the theory works, why it works, what issues are resolved, and what benefits accrue, and demonstrate how TOC can be applied to different industries and situations.

Theory of Constraints Handbook covers:

  • Critical Chain Project Management for realizing major improvements in delivering projects on time, to specification, and within budget
  • Drum-Buffer-Rope (DBR), Buffer Management, and distribution for maximizing throughput and minimizing flow time
  • Performance measures for applying Throughput Accounting to improve organizational performance
  • Strategy, marketing, and sales techniques designed to increase sales closing rates and Throughput
  • Thinking Processes for simple and complex environments
  • TOC methods to ensure that services actions support escalating demand for services while retaining financial viability
  • Integrating the TOC Thinking Processes, the Strategy and Tactic Tree, TOC measurements, the Five Focusing Steps of TOC, and Six Sigma as a system of tools for sustainable improvement
 

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Contents

IntroductionThe Need for Change
879
What to Change
887
What to Change to
888
The Array of Service Offerings
891
Other Service Offerings
893
How to Implement the Change
895
Summary
896
References
897
About the Authors
898
Copyright

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About the author (2009)

Alex Klarman, Ph.D., JONAH’s JONAH, and holds TOCICO certifications in Production and Supply Chain, Performance Measurement, Critical Chain, Strategy and Tactics, and Thinking Processes. He is the President of Question Mark Ltd. and Goldratt Institute (Israel), which advance the use of TOC to make it the standard managerial approach in Israel. He has also led numerous successful applications of TOC in US, Europe and Asia. Richard Klapholz, M.B.A., is a veteran marketing, sales and customer support manager of high technology production equipment on the global scene. He currently serves as a Corporate VP and President of the PCB Division, Orbotech Ltd. Previously, he has held similar positions on the international market; all have focused on the direct sale and distribution of strategic, high-value capital equipment. He has successfully worked for Xerox, Dell and Scitex, in Europe, US and Far East.

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