Creating a Customer-Centered Culture shows you how to successfully apply existing traditional management tools to knowledge and service work. it teaches you to think like customers so you can implement an organizational culture transformation on your way to total quality management in a jargon-free, step-by-step way.
This text tackles the key issues of total quality management, supply chain management and knowledge management, demonstrating their significance as strategic concepts for the construction sector and illustrating how development goals in each of these critical areas can be met.
A year’s worth of management wisdom, all in one place. We’ve combed through ideas, insights, and best practices from the past year of Harvard Business Review to help you get up to speed fast on the freshest, most relevant thinking driving business today. With authors from Clayton Christensen to Roger Martin and company examples from Netflix to Unilever, this volume brings the most current and important management conversations to your fingertips. This book will inspire you to: Lead by focusing your attention on the right things Import new management practices into your organization the right way—whether they come from other companies or across the globe Better manage your organization’s—and your leaders’—time Rethink vital functions such as HR and marketing Move from a yearly planning cycle to building a winning strategy Make long-term organizational decisions with an eye to national and global economic trends This collection of best-selling articles includes: “Beware the Next Big Thing,” by Julian Birkinshaw ”The Capitalist’s Dilemma,” by Clayton M. Christensen and Derek Van Bever “The Focused Leader,” by Daniel Goleman “The Big Lie of Strategic Planning,” by Roger L. Martin “Contextual Intelligence,” by Tarun Khanna “How Netflix Reinvented HR,” by Patty McCord “Blue Ocean Leadership,” by W. Chan Kim and Renée Mauborgne “The Ultimate Marketing Machine,” by Marc de Swaan Arons, Frank van den Driest, and Keith Weed “Your Scarcest Resource,” by Michael Mankins, Chris Brahm, and Gregory Caimi “How Google Sold Its Engineers on Management,” by David A. Garvin “21st-Century Talent Spotting,” by Claudio Fernández-Aráoz
Contents: The Problem, Theoretical Background, Review of the Related Literature, Research Procedure, Data Analyses and Results, Retrospects and Prospects.
Updated annually, the 1998 edition covers the newest tools, techniques, and practices of quality management and is comprised entirely of new material, both original and reprinted. This year's edition presents more articles on process management and measurement; a new section on knowledge management; expanded coverage of ISO 9000, ISO 14000, and QS 9000; and expanded directory of Internet sites on QM; a review of what best practices are; detailed treatment of the systems view of organizations; and reflections on the life of TQM guru W. Edwards Deming. Annotation copyrighted by Book News, Inc., Portland, OR
This book emphasizes the importance of the total quality of management for a radical transformation of any organization, society or entity and the sustenance of growth despite ever-changing business or social environments.
The paper examines the necessity of corporate cultural transformation for implementing Total Quality Management (TQM) in organizations and then explores the basic elements of organizational culture in order for setting the stage for formulating the possible ways of transforming organizational culture to make it appropriate for TQM. Based on secondary data, the paper argues that change of corporate culture is inevitable for a fast-changing organization that aspires to gain competitive advantage in the turbulent business environment through continuous quality improvement. It suggests that (a) there is no best way to transform organizational culture and (b) changed culture needs to be sustained for continued success. It also attempts to identify lessons from cultural transformation efforts in the TQM organizations. Implications for management and organizations are presented, along with the directions for future research.
This book has been written with the premise that no organisation can survive in an increasingly competitive business environment unless its primary focus is on offering quality products and services. Aimed at making the reader aware of the present scenario of quality management process in India, it presents an opportunity to:i. Learn the basic principles and tools of total quality management through practical experiences of Indian companies.ii. Clarify concepts by way of ample illustrations and end-of- chapter exercises.iii. Gain valuable insights through topical case studies.Total Quality Management is a useful tool, both for students and professionals in the corporate world.