ISSN:0277-8556    

DOI:10.1002/npr.4040140302

出版商:John Wiley&Sons, Ltd.    

年代:2006

数据来源: WILEY

摘要:

AbstractEven when companies improve their performance, they often have difficulty achieving real competitive advantage. In the face of often astounding operational improvements, most customers just don't seem very excited.The reason? Customers have largely been excluded from improvement efforts to date. For companies to better performance in ways that matter to their customers, they must know why customers buy from them in the first place. And once they do, why they keep coming back. This represents a shifting heirarchy of needs that often escapes the notice of companies trying to gain advantage in today's marketplace. This article outlines the stages of the customer‐supplier relationship and provides guidelines for companies that want to improve their performance in ways that will make their customers sit up and take notice.

ISSN:0277-8556    

DOI:10.1002/npr.4040140303

出版商:John Wiley&Sons, Ltd.    

年代:2006

数据来源: WILEY

摘要:

AbstractThe world has changed dramatically for the central information technology (IT) organization. This one‐time corporate house of power is finding it difficult to adjust to the demands imposed by the new marketplace. This article explores why IT is having such a hard time, what the future may hold, and what the corporate manager needs to do to help create a new environment in which the IT department is an active partner in helping the organization realize its goals.

ISSN:0277-8556    

DOI:10.1002/npr.4040140304

出版商:John Wiley&Sons, Ltd.    

年代:2006

数据来源: WILEY

摘要:

AbstractIn an effort to bring value to their customers and secure their positions in an increasingly competitive marketplace, retailers and manufacturers are altering their operational strategies. This article demonstrates how Union Tools, Inc. is using the quick response approach to practically come face to face with the consumer and, thus, sharpen its marketing focus and increase its market share.

ISSN:0277-8556    

DOI:10.1002/npr.4040140305

出版商:John Wiley&Sons, Ltd.    

年代:2006

数据来源: WILEY

摘要:

AbstractFor the last ten years, companies have focused on customer satisfaction that will eventually lead to profit improvement. But the results have been disappointing. An emphasis on customer satisfaction is not enough to ensure success. Customer loyalty should factor far more prominently in the equation. This article details a dozen principles that work to nurture customer loyalty and focuses on various methods of measuring both customer satisfaction and customer loyalty. It also explains how organizations can establish a single parameter reflecting customer satisfaction and/ or customer loyalty.

ISSN:0277-8556    

DOI:10.1002/npr.4040140306

出版商:John Wiley&Sons, Ltd.    

年代:2006

数据来源: WILEY

摘要:

AbstractThe cottage industry associated with furniture manufacture is a thing of the past. Today's furniture giants like Masco Home Furnishings, with its $1.7 billion in annual sales, have transformed a sleepy industry into a formidable manufacturing weapon.This article focuses on one small portion of the Masco Home Furnishings empire. The transformation taking place at the Henredon Furniture Industries frame plant is indicative of what can happen when modern management techniques are coupled with an aggressive use of technology and world‐class manufacturing principles.

ISSN:0277-8556    

DOI:10.1002/npr.4040140307

出版商:John Wiley&Sons, Ltd.    

年代:2006

数据来源: WILEY

摘要:

AbstractMore and more companies are appreciating the value of written standard operating procedures (SOPs) to ensure efficiency and uniformity in a variety of production and service settings. But for those SOPs to be beneficial, they should be designed by the people with the real power to improve daily operations—the people on the shop floor and in the office who do the jobs to be described in the SOPs, day in and day out.This article details how to obtain management and employee support for the SOP process, design and implement this concept, and set performance measures to ensure that objectives are accomplished. It also emphasizes the necessity of documenting SOPs and shows how to test them for quality and effectiveness before and after they are used.

ISSN:0277-8556    

DOI:10.1002/npr.4040140308

出版商:John Wiley&Sons, Ltd.    

年代:2006

数据来源: WILEY

摘要:

AbstractMany companies today are seeking to empower their workforce for all the right reasons, but they often fail to achieve the results they want. Meanwhile, “how to” seminars, books, and tapes on the subject abound. What does empowerment mean? How does an organization know it has it and what are the tangible benefits to be reaped from it?. This article describes empowerment in action, using a series of illustrations to show what it is and what it is not.

ISSN:0277-8556    

DOI:10.1002/npr.4040140309

出版商:John Wiley&Sons, Ltd.    

年代:2006

数据来源: WILEY

摘要:

AbstractThe benefits from frequent, sincere appreciation can be seen on the bottom line of every measurable corporate attribute, including productivity, sales, product and service quality, and customer satisfaction. Yet, by concentrating only on outstanding performers, most companies recognize less than 5 percent of their workforce, often with rewards that do not reinforce their award‐winning behavior. This article discusses the difference between rewards and recognition and details the elements of workplace recognition programs that lead to repeat winning performance.

ISSN:0277-8556    

DOI:10.1002/npr.4040140310

出版商:John Wiley&Sons, Ltd.    

年代:2006

数据来源: WILEY

摘要:

AbstractEach day, manufacturing companies are confronted with numerous challenges requiring change and improvement. Speed, productivity, and accuracy are three common issues that must be successfully addressed. In an effort to improve its warehouse operations, Kimray, Inc., found that people with excellent character, using streamlined processes and the latest in technology, are the secret to success.

ISSN:0277-8556    

DOI:10.1002/npr.4040140311

出版商:John Wiley&Sons, Ltd.    

年代:2006

数据来源: WILEY