ISSN:0277-8556    

DOI:10.1002/npr.4040170202

出版商:John Wiley&Sons, Ltd.    

年代:2006

数据来源: WILEY

摘要:

AbstractAfter revamping its business strategy to focus more strongly on satisfying customers—and investing heavily in cellular manufacturing and information technology—The Broan Group continued to encounter barriers to improving productivity. The opportunity for an improvement breakthrough occurred when the organization proved to employees that its traditional performance measurements were out of alignment with the company's new emphasis on improving customer satisfaction. As this article expains, by measuring the performance factors that mattered most to customers, Broan was able to improve productivity at a significantly faster rate than it had previously been able to achieve.

ISSN:0277-8556    

DOI:10.1002/npr.4040170203

出版商:John Wiley&Sons, Ltd.    

年代:2006

数据来源: WILEY

摘要:

AbstractSupport service work is increasingly being outsourced to better control fixed costs and to improve service quality. Outsourcing is not the only option, however; insourcing, rightsourcing, and single sourcing are emerging as viable approaches for accomplishing support work. Choosing the right sourcing approach is a pivotal decision that can transform support work into a competitive advantage for the business. This article presents a decision template that clarifies how appropriate sourcing decisions can be made to leverage the competitive advantage of the business. Using a case study of the strategic redesign of a human resources function, it also demonstrates how this decision template can be used for enhanced strategic value.

ISSN:0277-8556    

DOI:10.1002/npr.4040170204

出版商:John Wiley&Sons, Ltd.    

年代:2006

数据来源: WILEY

摘要:

AbstractWhy is it that even with advanced information technology and engineering resources, a vast majority of manufacturing organizations express dissatisfaction with the priority and capacity planning and control systems that drive the shop floor?.Since there is no standard method for planning and scheduling manufacturing, manufacturing professionals must evaluate the strengths and weaknesses of the various shop floor management system alternatives, and select the appropriate application of each in the factory.At EMC Technology, Inc., management was able to meet the demands of its customers by employing production sequencing, a priority and capacity planning and control system that integrates the best of material requirements planning, kanban, finite scheduling, and demand‐based flow techniques.

ISSN:0277-8556    

DOI:10.1002/npr.4040170205

出版商:John Wiley&Sons, Ltd.    

年代:2006

数据来源: WILEY

摘要:

AbstractThe contemporary management literature speaks powerfully about the struggle organizations are having in connecting their leadership roles and organizational systems to intellectual capital and workplace expertise of individual contributors—the fuel of an organization. This case study supports two core ideas that have been proven to work. First, it demonstrates the connection between business strategy and the development of process‐referenced expertise in individual employees. Second, it goes beyond the traditional job and task analysis model and into a contemporary and more comprehensive business performance improvement model.

ISSN:0277-8556    

DOI:10.1002/npr.4040170206

出版商:John Wiley&Sons, Ltd.    

年代:2006

数据来源: WILEY

摘要:

AbstractDo your customers want to do business with you? How easy is it for them to complete a simple transaction? Putting customers' interests first and viewing what is best for the customer and the company form the foundation for decision‐making at Prudential Insurance Company. By driving customer‐focused improvements, Prudential is creating best‐in‐class operating standards. This article explains how Prudential's Marketing Performance and Information unit incorporates customer research and financial analysis to create operational transaction standards designed to consistently satisfy customers.

ISSN:0277-8556    

DOI:10.1002/npr.4040170207

出版商:John Wiley&Sons, Ltd.    

年代:2006

数据来源: WILEY

摘要:

AbstractPersistent demands for increased government productivity have prompted the establishment of federal standards for customer service. In theory, these standards can be used to evaluate the quality, reliability, and timeliness of services provided by such federal agencies as the U.S. Postal Service, Social Security Administration, and the Environmental Protection Agency. Without political accountability and independent oversight of individual agency implementation strategies, however, the achievement of these wellintended standards may be limited by bureaucratic resistance, lack of supervision, excessive bureaucratic discretion, and the need for regulatory compliance. This article discusses recent federal government actions aimed at promoting customer service quality and changing internal agency procedures to ensure accountability for results.

ISSN:0277-8556    

DOI:10.1002/npr.4040170208

出版商:John Wiley&Sons, Ltd.    

年代:2006

数据来源: WILEY

摘要:

AbstractGetting people engaged in and excited about their work in today's uncertain environment is one of management's greatest challenges. By making courageous decisions and through constancy of purpose, the leaders of the laboratory at the Chevron El Segundo Refinery created a place in which people really do enjoy their work. This article details the laboratory's experience over the past decade in creating an open, caring, and productive environment.

ISSN:0277-8556    

DOI:10.1002/npr.4040170209

出版商:John Wiley&Sons, Ltd.    

年代:2006

数据来源: WILEY

摘要:

AbstractThe reengineering wave that has swept corporations has accelerated significant change. This article analyzes some of the shifts in influence patterns in reengineered organizations, in particular, the frequency with which employees target different levels in the management hierarchy that they occupy. It also outlines implications for management practice, training, and consultation in the reengineered environment.

ISSN:0277-8556    

DOI:10.1002/npr.4040170210

出版商:John Wiley&Sons, Ltd.    

年代:2006

数据来源: WILEY

摘要:

AbstractBuilding agility into the supply chain does not occur without significant planning and effort. In this excerpt from a new book on agility, the author explores the issue of providing capability to the processes, products, markets, and supply chains that will make companies more responsive to unexpected change.

ISSN:0277-8556    

DOI:10.1002/npr.4040170211

出版商:John Wiley&Sons, Ltd.    

年代:2006

数据来源: WILEY