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Synchroservice - Schonberger

Hardcover Published: 1st May 1994
ISBN: 9780786302451
Number Of Pages: 300

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In Synchroservice!, Schonberger, teaming up with Edward M. Knod, Jr., targets leading-edge world-class excellence strategies for the service industry, giving you everything you need to design and execute a synchronized service strategy.
Through practical advice gleaned from years of experience, the authors give you the insight to synchronize every aspect of your organization for improved customer service - and enhanced competitive advantage!

Introduction to Synchroservicep. 1
Customers, Competitive Strategies, and Principlesp. 3
Service Operations and Their Managementp. 4
Teaming Up with Customersp. 5
Disconnections Spell Troublep. 5
Connecting with the Customerp. 6
A Short List of Basic Customer Wantsp. 6
Service Strategyp. 8
Integrated Business Strategyp. 8
Distinctive Competencyp. 9
Continuous Improvementp. 11
Principles of Synchroservice--As Strategyp. 12
Service Managersp. 21
Quality-Driven Connectionsp. 23
The Quality Imperativep. 25
Quality: A Broad Viewp. 26
Quality Heritagep. 28
W. Edwards Demingp. 28
Joseph M. Duranp. 29
Armand V. Feigenbaump. 30
Kaoru Ishikawap. 30
Philip B. Crosbyp. 30
Cost of Qualityp. 31
Benchmarking and Quality Awardsp. 32
Best Practices--Anywherep. 33
The Benchmarking Processp. 34
Marks of Excellencep. 35
Employee-Driven Qualityp. 36
Time Out for Trainingp. 36
Getting Organized--Team Formatsp. 38
Local Ownership of Control, Improvement, and Resultsp. 41
Designed-In Qualityp. 43
Teaming Up for Effective Service Designp. 45
Concurrent Designp. 45
Competitive Analysisp. 47
Social and Environmental Awarenessp. 48
Quality Function Deploymentp. 49
Design for Service Operations: Guidelinesp. 51
General Guidelinesp. 52
Quality Guidelinesp. 52
Operability Guidelinesp. 55
Design Review, Performance Measurement, and Controlp. 56
Process Technology and Service Automationp. 56
Reengineeringp. 57
The Human Elementp. 58
Justifying Service Automation (and Other Improvement Projects)p. 60
Quality Control and Continuous Improvementp. 61
Quality Improvement--At the Sourcep. 62
Actions for Total Qualityp. 62
Time-Quality Connectionp. 63
Quality as a Specialtyp. 64
Process Improvement Overviewp. 64
Coarse-grained Analysis and Improvementp. 65
Process Flowchartp. 65
Check Sheets, Pareto Analysis, and Histogramsp. 66
Fishbone Chartp. 68
Fail-Safingp. 70
Scatter (Correlation) Diagramp. 71
Fine-grained Analysis and Improvementp. 71
Run Diagramp. 71
Process Control Chartp. 72
Variation Stackup--Rationale for Continuous Improvementp. 77
Planning for Service Demandp. 79
Demand Management and Forecastingp. 81
Service Sequencep. 82
Demand Forecastingp. 85
Purposes of Demand Forecastsp. 85
Forecast Errorp. 87
Forecasting Techniquesp. 90
Mean and Trendp. 92
Seasonalp. 94
Patternless Projection by Moving Averagep. 97
Associative Projection by Leading Indicatorp. 98
Master Planning for Capacity and Service Outputp. 102
Master Planning Basicsp. 102
Master Planning in a Small Service Businessp. 103
Master Planning Teamsp. 105
Capacity Strategies and Policiesp. 107
Chase-Demand versus Level-Capacity Strategiesp. 107
High-Performance Staffingp. 109
Special Capacity Policiesp. 110
Group (Family) Capacity Planningp. 112
Reservations and Appointmentsp. 115
Flow Control and Quick Responsep. 119
System Variabilityp. 120
Flow Control: Avoiding Slacks and Glutsp. 120
Queue Limitationp. 122
Examplesp. 122
Reducing the Queue Limit (Continuous Improvement)p. 125
Readiness and Quick Setupp. 127
Guidelinesp. 127
Quick Setup Projectsp. 130
Quick Response Program for Intersector Flow Controlp. 131
Bottlenecks and Constraintsp. 131
Avoiding Avoidable Constraintsp. 133
Capacity Cushionsp. 134
Response Ratiop. 135
Purchasing: Quest for High-Quality Suppliersp. 138
Toward Supplier-Customer Partnershipsp. 139
Tenurep. 140
Type of Agreementp. 140
Number of Sourcesp. 140
Prices/Costsp. 142
Qualityp. 143
Service Designp. 143
Order Conveyancep. 143
Documentationp. 145
Transportationp. 145
Relationship Opennessp. 146
Purchasing and Contracting Policies and Practicesp. 146
ABC Analysisp. 147
Purchasing and Contracting Proceduresp. 149
Performance and Compliance: The Tangibility Factorp. 151
Sourcing Outside or Staying Insidep. 154
Managing Service Materials and Suppliesp. 156
Carrying Costsp. 157
Obvious Costsp. 157
Semiobvious Costsp. 158
Hidden Costsp. 158
Uses of Carrying Costp. 160
Order Quantityp. 161
EOQ and TQMp. 162
Using the EOQp. 163
Safety Stockp. 165
Replenishmentp. 166
Timing: MRP and JITp. 167
MRP Applicationsp. 167
Just in Timep. 169
Measuring Inventory Performancep. 169
Translating Service Demands Into Outcomesp. 171
Scheduling and Control of Service Jobsp. 173
Services: Job, Project, and Continuous Modep. 174
Job Schedulingp. 177
Throughput-Time Elementsp. 178
Work in Processp. 179
Backward and Forward Schedulingp. 179
Resource Schedulingp. 180
Gantt Chartsp. 181
Expeditingp. 184
Prioritiesp. 185
Monitoring for Controlp. 186
Managing Service Projectsp. 188
Project Management: Teamwork and Organizationp. 189
High-Performance Teamworkp. 189
Project Organization Structuresp. 189
Information Sharingp. 192
Project Representationp. 194
Building Blocksp. 195
PERT Sequencingp. 196
Time Estimating and Critical Pathp. 198
Schedulingp. 198
Continuous Improvement in Projectsp. 200
Network Simulation and the Always-Late Syndromep. 200
Combating Project Complexityp. 201
Service Resources: Measurement, Management, and Improvementp. 205
Productivity, Pay, and Recognition: The Human Side of Qualityp. 207
Bottom Line for Service Operationsp. 208
Output-Input Measuresp. 209
Data Collectionp. 209
Simple, Effective Measuresp. 210
Controlling Causes of Costp. 211
Visual Controlsp. 211
Improving the Old Systemp. 212
Cost of Servicesp. 213
Productivity and Scientific Managementp. 215
Impact of Scientific Managementp. 215
Process Improvement and Productivityp. 216
Busy and Productive Resourcesp. 217
Equipment Utilizationp. 218
Utilization of Space, Information, Materials, and Toolsp. 219
Labor Utilizationp. 219
Work Samplingp. 220
Labor Efficiencyp. 222
Productivity Reporting in Perspectivep. 224
Time Standards and Their Usesp. 224
Coordination and Schedulingp. 224
Analysis, Planning, and Motivationp. 225
Humanity and Fairness Issuesp. 227
Tasks, Jobs, and Service to Customersp. 227
Customers, Internal and Externalp. 228
Pay and Other Motivatorsp. 229
Service Facility Managementp. 232
Locationp. 234
Rating Alternative Locationsp. 234
Preemptive Strategyp. 235
Layoutp. 236
Layout Typesp. 236
U-Shapedp. 238
Layout and Re-Layoutp. 240
Layout Planning Stepsp. 241
Layout Planning Examplep. 242
Open Layoutsp. 246
Total Preventive Maintenancep. 248
Quality through Readinessp. 248
Maintenance Success Indicatorsp. 249
Operators, Teams, and Functionsp. 249
Dedicated Maintenancep. 251
Maintenance Recordsp. 252
What's Next for You and for Synchroservice?p. 253
People, Teams, Jobs, and Careersp. 253
Changep. 255
Quality of Work Life and the Environmentp. 259
Improvement Scenariop. 259
Environmental and Labor Protectionp. 260
Currents and Countercurrentsp. 261
First to Knowp. 261
Notesp. 263
Indexp. 269
Table of Contents provided by Syndetics. All Rights Reserved.

ISBN: 9780786302451
ISBN-10: 0786302453
Audience: Professional
Format: Hardcover
Language: English
Number Of Pages: 300
Published: 1st May 1994
Publisher: McGraw-Hill Education - Europe
Country of Publication: US
Dimensions (cm): 22.9 x 15.2  x 2.0
Weight (kg): 0.61
Edition Number: 1