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Companies are being forced to react to the growing individualization of demand. At the same time, cost management remains of paramount importance due to the competitive pressure in global markets. Thus, making enterprises more customer centric efficiently is a top management priority in most industries. Mass customization and personalization are key strategies to meet this challenge. Companies like Procter&Gamble, Lego, Nike, Adidas, Land's End, BMW, or Levi Strauss, among others, have started large-scale mass customization programs. This book provides insight into the different aspects of building a customer centric enterprise. Following an interdisciplinary approach, leading scientists and practitioners share their findings, concepts, and strategies from the perspective of design, production engineering, logistics, technology and innovation management, customer behavior, as well as marketing.
If you have questions about how to meet the demands of the new economy, corporate and organizational agendas, and the changing workplace you will find the answers in this well-written and concise book. Reengineering the Training Function provides a plan of action rich in strategies and tactics, full of specific guidelines and tools that can be put to use immediately. Learn how successful business reengineering and training practices parallel the reengineering of business processes. Any business that wants to remain competitive in a global marketplace will find this book relevant. Put these guidelines to work immediately to conduct a strategic training audit prior to initiating any reengineering process. You can change the process of training and control the new continuous learning organization with Reengineering the Training Function.
In The third volume of The Digital Hand, James W. Cortada completes his sweeping survey of the effect of computers on American industry, turning finally to the public sector, and examining how computers have fundamentally changed the nature of work in government and education. This book goes far beyond generalizations about the Information Age to the specifics of how industries have functioned, now function, and will function in the years to come. Cortada combines detailed analysis with narrative history to provide a broad overview of computings and telecommunications role in the entire public sector, including federal, state, and local governments, and in K-12 and higher education. Beginning in 1950, when commercial applications of digital technology began to appear, Cortada examines the unique ways different public sector industries adopted new technologies, showcasing the manner in which their innovative applications influenced other industries, as well as the U.S. economy as a whole.He builds on the surveys presented in the first volume of the series, which examined sixteen manufacturing, process, transportation, wholesale and retail industries, and the second volume, which examined over a dozen financial, telecommunications, media, and entertainment industries. With this third volume, The Digital Hand trilogy is complete, and forms the most comprehensive and rigorously researched history of computing in business since 1950, providing a detailed picture of what the infrastructure of the Information Age really looks like and how we got there. Managers, historians, economists, and those working in the public sector will appreciate Cortada's analysis of digital technology's many roles and future possibilities.
Time is limited. Attention is scarce. Are you engaging your customers? Apple Stores, Disney, LEGO, Starbucks. Do these names conjure up images of mere goods and services, or do they evoke something more--something visceral? Welcome to the Experience Economy, where businesses must form unique connections in order to secure their customers' affections--and ensure their own economic vitality. This seminal book on experience innovation by Joe Pine and Jim Gilmore explores how savvy companies excel by offering compelling experiences for their customers, resulting not only in increased customer allegiance but also in a more profitable bottom line. Translated into thirteen languages, The Experience Economy has become a must-read for leaders of enterprises large and small, for-profit and nonprofit, global and local. Now with a brand-new preface, Pine and Gilmore make an even stronger case for experiences as the critical link between a company and its customers in an increasingly distractible and time-starved world. Filled with detailed examples and actionable advice, The Experience Economy helps companies create personal, dramatic, and even transformative experiences, offering the script from which managers can generate value in ways aligned with a strong customer-centric strategy.
This long-needed reference explains more than 600 terms, phrases and concepts unique to the world of quality management, a world plagued more than most with three-letter acronyms and hard-to-pin-down buzzwords. Each entry also includes full bibliographic data, as well as extensive cross-references, to ensure that readers can find all the information they want on each topic. More than 100 pictorial illustrations round out the text.
This volume addresses the issues arising from the recent devolution referenda by exploring the historical development of the proposals, the importance of national and regional identities, the changing policies of the political parties and the approaches of business and other major groups towards devolution. It also looks at the impact on electoral reform coming from the proposal that proportional representation be used to elect the regional assemblies and how the new assemblies are to be financed. Finally the book discusses the implications of a devolved British state where different countries and regions achieve different levels of autonomy at different paces.
The book shows, through in-depth case studies, how some low income countries have made enormous strides in overcoming problems of adult literacy, lack of schooling, high child mortality, rapid population growth, mass poverty and gender inequalities. With contributions from outstanding scholars, the book analyses the experiences with social development and public policy of Chile, China, Costa Rica, Cuba, Kerala, Sri Lanka and Vietnam. Using a holistic approach, it draws lessons and evaluates their relevance for other countries interested in emulating their achievements.