| Preface | p. ix |
| Acknowledgments | p. xi |
| Creating Customer Value | p. 1 |
| Competitive Forces | p. 2 |
| Avoiding Commoditization | p. 4 |
| Quality Services Make Economic Sense | p. 6 |
| Companies That Don't Get It Right | p. 7 |
| Companies That Get It Right | p. 8 |
| Meeting the Challenges | p. 10 |
| Management Directives | p. 13 |
| Seeing the Big Picture | p. 17 |
| Determine Business Direction | p. 19 |
| Identify Target Customers and Assess Their Needs and Expectations | p. 21 |
| Define a Value Proposition | p. 22 |
| Design (or Redesign) Business Processes | p. 24 |
| Manage People for Positive Results | p. 24 |
| Institute Quality Assurance Programs | p. 25 |
| Deploy Information Technology (IT) | p. 26 |
| Applying the Customer Value Framework: The GM Experiment | p. 27 |
| Management Directives | p. 31 |
| Determining Business Direction | p. 35 |
| Define a Vision and Mission | p. 37 |
| Determine Strengths, Weaknesses, Opportunities, and Threats (SWOT) | p. 38 |
| The Self-Assessment | p. 39 |
| The External Analysis | p. 40 |
| Identify Critical Success Factors (CSFs), Determine Business Goals, and Develop Business Strategies | p. 45 |
| Formulate Business Function Objectives and Develop Supporting Strategies | p. 50 |
| Achieve Full Integration and Consistency | p. 53 |
| Developing Business Direction at Jet Aviation Business Jets AG | p. 54 |
| Management Directives | p. 59 |
| Identifying Target Customers and Assessing Their Needs and Expectations | p. 63 |
| Who Are Our Customers? | p. 64 |
| What Do They Need? | p. 65 |
| How Well Are Their Needs Being Met? | p. 73 |
| Learning about Customers at Reader's Digest | p. 77 |
| Management Directives | p. 78 |
| Defining a Value Proposition | p. 81 |
| Dimensions of Value | p. 82 |
| The Low-Price Approach to Value | p. 85 |
| The Product and Service Quality Approach to Value | p. 86 |
| Product Quality, Service Quality, and Low-Price Approach to Value: Creating Value Innovations | p. 88 |
| Management Directives | p. 90 |
| Designing Business Processes | p. 93 |
| Layout Strategies for Business Processes | p. 94 |
| Steps for Redesigning Business Processes | p. 98 |
| Define Business Direction | p. 99 |
| Identify Core Business Processes | p. 100 |
| Develop Deep Process Knowledge | p. 101 |
| Learn from "World-Class" Standards | p. 106 |
| Design a New Business Process | p. 108 |
| Implement the New Business Process | p. 110 |
| Redesigning Business Processes at Kitware Incorporated | p. 112 |
| Management Directives | p. 118 |
| Managing People for Positive Results | p. 121 |
| Selecting the Correct People | p. 122 |
| Providing Leadership | p. 123 |
| Educating and Training Employees | p. 125 |
| Providing a Supportive Business Process | p. 127 |
| Empowering Employees | p. 128 |
| Creating Measurement Systems | p. 129 |
| Providing Adequate Compensation | p. 130 |
| Education and Training at Siemens Shared Services | p. 131 |
| Management Directives | p. 134 |
| Instituting Quality Assurance Programs | p. 137 |
| Quality, Productivity, and Profits | p. 138 |
| Quality and Total Quality Management (TQM) | p. 138 |
| Quality Techniques, Tools, and Programs | p. 141 |
| Delivering High Levels of Service Quality at Reader's Digest | p. 148 |
| Management Directives | p. 154 |
| Deploying Information Technology (IT) | p. 157 |
| The Growing Scope of Information Systems | p. 158 |
| Improving Marketing and Sales Efforts and the Customer's Buying Experience with Information Technology | p. 160 |
| Improving Effectiveness of Order Fulfillment, Operations, and Delivery with Information Technology | p. 164 |
| Elevating Customer Support and Service with Information Technology | p. 168 |
| Information Technology-Enabled Service Delivery Systems at UPS | p. 171 |
| Management Directives | p. 175 |
| Moving Forward | p. 179 |
| Overcoming Resistance to Change | p. 179 |
| The Critical Business Dimensions | p. 182 |
| Necessary and Sufficient Conditions | p. 184 |
| Management Directives | p. 186 |
| Index | p. 187 |
| Table of Contents provided by Syndetics. All Rights Reserved. |
