Books

Quality: A Corporate Force, Managing for Excellence

Average customer rating:

Quality: A Corporate Force, Managing for Excellence
C. Harold Aikens
Manufacturer: Prentice Hall
ProductGroup: Book
Binding: Hardcover

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The Memory Jogger II
Principles of Contracting for Project Management, 2nd edition
Delivering Project Excellence With the Statement of Work
A Guide to the Project Management Body of Knowledge, Third Edition (PMBOK Guides)
Identifying and Managing Project Risk: Essential Tools for Failure-Proofing Your Project

ASIN: 0131197576

Book Description

Companies cannot simply decide that they want to "do quality" and be successful with their implementations. Quality cannot be an objective by itself - rather it is a consequence of the organization doing a lot of things properly. Quality will follow because quality principles form the cornerstone of management practice. Readers who understand this message will have a deeper insight into what ingredients are essential for corporate success. "Quality: A Corporate Force" instructs the reader how to manage in order to ensure that the right kinds of behaviors are taking place. Open systems and capability models./Focus on real-world management issues and applications./Coverage of process analysis problem-solving and creative tools./Coverage of statistical tools and measurement processes./Learning objectives and key outcomes./Callout of key terms and key ideas./Coverage of the human element and the human resource system./Coverage of senior management issues. This book covers topics of interest to all levels of an organization - from the formulation of strategy to the formation of Six Sigma project teams.

Performance Dashboards: Measuring, Monitoring, and Managing Your Business

Average customer rating:

Lacking Content
Quo vadis?
Performance Dashboards
Must read for keen Performance Management specialists and Managers
Best Description Yet of Dashboard Goals and Structure

Performance Dashboards: Measuring, Monitoring, and Managing Your Business
Wayne W. Eckerson
Manufacturer: Wiley
ProductGroup: Book
Binding: Hardcover

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Information Dashboard Design: The Effective Visual Communication of Data
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Key Performance Indicators: Developing, Implementing,and Using Winning KPIs
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Business Intelligence: The Savvy Manager's Guide (The Savvy Manager's Guides)

ASIN: 0471724173

Book Description

Tips, techniques, and trends on how to use dashboard technology to optimize business performance

Business performance management is a hot new management discipline that delivers tremendous value when supported by information technology. Through case studies and industry research, this book shows how leading companies are using performance dashboards to execute strategy, optimize business processes, and improve performance.

Wayne W. Eckerson (Hingham, MA) is the Director of Research for The Data Warehousing Institute (TDWI), the leading association of business intelligence and data warehousing professionals worldwide that provide high-quality, in-depth education, training, and research. He is a columnist for SearchCIO.com, DM Review, Application Development Trends, the Business Intelligence Journal, and TDWI Case Studies & Solution.

Download Description

Tips, techniques, and trends on how to use dashboard technology to optimize business performance Business performance management is a hot new management discipline that delivers tremendous value when supported by information technology. Through case studies and industry research, this book shows how leading companies are using performance dashboards to execute strategy, optimize business processes, and improve performance. Wayne W. Eckerson (Hingham, MA) is the Director of Research for The Data Warehousing Institute (TDWI), the leading association of business intelligence and data warehousing professionals worldwide that provide high-quality, in-depth education, training, and research. He is a columnist for SearchCIO.com, DM Review, Application Development Trends, the Business Intelligence Journal, and TDWI Case Studies & Solution.

Customer Reviews:

Lacking Content.......2007-04-24

The first dashboard example doesn't appear until page 115 and there are scant few in the whole book. Author skims the surface of topics and never really gets to any useful level of detail. Reads like an advertisement for BPM.

Quo vadis?.......2007-04-12

For purposes of discussion, pretend that your organization is a vehicle within which you and your associates travel en route to a series of destinations; for example, various stages of progressively improved operational efficiency and progressively increased profitability. One key question arises: How well is your vehicle performing?

The three "dashboards" (i.e. operational, tactical, and strategic) that Wayne Eckerson offers in this volume can help to answer that question. "The monitoring application conveys critical information at a glance using timely and relevant data, usually with graphical elements; the analysis application lets users analyze and explore performance data across multiple dimensions and at different levels of detail to get at the root cause of problems and issues; the management application fosters communication among executives, managers, and staff and gives executives continuous feedback across a range of critical activities, enabling them to `steer' their organizations in the right direction."

The ultimate success of the cohesive, comprehensive, and cost-effective system which Eckerson discusses in this book depends on several factors: sufficient leadership and resources at all levels of implementation, correct and consistent application of the right metrics, a compelling graphical user interface, and contingency planning which ensures user adoption while driving the organizational changes.

I especially appreciate Eckerson's provision of three mini case studies that illustrate how -- in real-world situations - the three performance "dashboards" can achieve the desired objectives. Specifically, those that are operational (Quicken Loans, Inc., pages 127-141), those which are tactical (International Truck and Engine Corp., pages 143-158), and those which are strategic (Hewlett Packard Co., pages 159-177). I also appreciate the material provided in Part Three (Critical Success Factors: Tips from the Trenches) as Eckerson correlates various multilayered applications built on business intelligence and data integration infrastructure that enables any organization (regardless of size or nature) to measure, monitor, and manage business performance more effectively.

All executives recognize the importance of accurate and consistent measurement of what really matters. Obviously, the "what" varies (sometimes significantly) from one organization to another. In my opinion, the three performance "dashboards" that Eckerson recommends can be of substantial benefit, whatever the given "what" may be but if - and only if - the aforementioned success factors are present. To repeat, they are: sufficient leadership and resources at all levels of implementation, correct and consistent application of the right metrics, a compelling graphical user interface, and contingency planning which ensures user adoption while driving the organizational changes.

This book is by no means an "easy read" but it will generously reward those who absorb and digest its material with appropriate care. Then what? He fully understands how difficult it is to ensure adoption by others, and, to manage performance effectively throughout the given enterprise. In the final chapter, Eckerson notes that performance dashboards can easily backfire and cause performance to decline or stall instead of climb. He then identifies what he characterizes as eight cardinal sins " that can turn a performance dashboard into a performance quagmire." How to avoid them? Eckerson offers nine strategies to ensure adoption and eight strategies to manage performance.

I highly recommend this brilliant book as well as Dean Spitzer's Transforming Performance Measurement. Both are eminently worthy of thoughtful and rigorous consideration. However, that said, I also offer a caveat expressed by Peter Drucker in 1963: "There is surely nothing quite so useless as doing with great efficiency what should not be done at all." Invoking again the "vehicle" metaphor introduced in the first paragraph of this brief commentary, I presume to suggest that if you and your companions don't know where you are going, "any road will get you there."

Performance Dashboards.......2007-01-10

The first two-thirds of the book were extremely disappointing and added very little value to the understanding of how to create effective dashboards. Instead, the author spent far too much time discussing IT concepts and buzzwords such as datamarts, multidimensional databases, operational data stores and OLAP tools. Much of the book reads as a platform for why one needs to invest in IT to help manage your business performance. It wasn't until the final third of the book that some useful concepts were explored regarding how a non-IT person should go about developing a solid performance dashboard.

Must read for keen Performance Management specialists and Managers.......2007-01-10

The book delivered exactly what I have expected from it. It provides clear picture about how Performance Dashboards work. It is very well structured, blends theory with experience and targets keen developers and users.

When I purchased the book, I was asked to put forward a proposal for a comprehensive Performance Management system. I really benefited from the systematic approach used to build such system.

It recommend it for anyone who is implementing performance management system, or even business process management systems which also provides performance dashboards of the automated processes.

Best Description Yet of Dashboard Goals and Structure.......2007-01-09

This is the first book that I have read that gives a good overview of how and why you would use a dashboard. It has a good flow and give you information you can use. It is a little dry, but it is hard to make this too exciting.

The Ernst & Young Guide to Performance Measurement For Financial Institutions: Methods for Managing Business Results Revised Edition

Average customer rating:

Excellent, both on banking and project management aspects

The Ernst & Young Guide to Performance Measurement For Financial Institutions: Methods for Managing Business Results Revised Edition
Ernst & Young LLP
Manufacturer: Probus Publishing
ProductGroup: Book
Binding: Hardcover

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The Bank Director's Handbook: The Board Member's Guide to Banking & Bank Management (Bankline Publication)
Modern Banking
Managing Bank Capital: Capital Allocation and Performance Measurement, 2nd Edition
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Bank Management: Text and Cases, 5th Edition

ASIN: 1557387370

Book Description

The dramatic changes in the financial services industry have had a great effect on profitability, forcing financial institutions to change their management focus. Increased competitive pressures, tightening interest rates spreads and declining deposits balances have made goals even more difficult to achieve. The Financial Services Industries Consulting Practices at Ernst & Young LLP have developed this perfect guide to help readers reach those increasingly difficult goals. This reliable source of guidance has insight on asset/liability management, branch profitability and complete bank-wide performance program. It looks at all aspects of profitability, including hands-on approaches to: profitability philosophies and structures; balance sheet, revenue and expense components: transfer pricing of funds; planning and budgeting; performance measurements.

Customer Reviews:

Excellent, both on banking and project management aspects.......1998-12-03

This is the only book that covers all of the aspects of performance management in banking : 1. the analysis of performance measurement is very good even though, the coverage of financial data is overweight with respect to the rest of the book 2. the project approach is excellent and the various "pitfalls" described are so true that the people that wrote it necessarily had a good project experience, only problem is that the system architectures described did not evolve with the new edition (the word "data warehouse" is evoked once or twice) 3. As usual with this type of books, the "using the information" chapters are a bit a dry, even thought some interesting ideas are described regarding "customer information" In summary, a must read for any person trying to implement a performance indicators or Balanced Scorecard systm in its bank ("financial institutions" in the title is actually retail or commercial banking) PS : I am not an E & Y employee ... so this is not an advertising review

Managing Business Process Flows: Principles of Operations Management w/ Student CD (2nd Edition)

Average customer rating:

Good text, but a little boring and long winded ...

Managing Business Process Flows: Principles of Operations Management w/ Student CD (2nd Edition)
Raví Anupindi , Sunil Chopra , Sudhakar Deshmukh , Jan A. Van Mieghem , and Eitan Zemel
Manufacturer: Prentice Hall
ProductGroup: Book
Binding: Paperback

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Managerial Statistics: A Case-Based Approach (with CD-ROM and Harvard Cases)

ASIN: 0131676865

Customer Reviews:

Good text, but a little boring and long winded ..........2006-03-08

I used this book as a course text for my MBA class in introduction to operations. What I like about the book is simple, flowing text, good "summery section" at the end of the chapter and a wealth of problems. However, the book gets boring and long. A lot of textbooks are now full color and embellished with real life sidebars, and have great presentation qualities ... not this book! It's black and white, and things are hard to find in it.

Oracle E-Business Suite Manufacturing & Supply Chain Management

Average customer rating:

For use by "the initiated"
A Good Introduction
I am yet to receive this book
Excellent Oracle reference tool
Good Book for the beginners

Oracle E-Business Suite Manufacturing & Supply Chain Management
Bastin Gerald , Nigel King , and Dan Natchek
Manufacturer: McGraw-Hill Osborne Media
ProductGroup: Book
Binding: Paperback

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ASIN: 0072133791

Book Description

Implement Oracle's Internet-based Manufacturing and Supply Chain Management products using this Oracle authorized resource. This comprehensive guide explains how to implement the planning, engineering, pricing, order fulfillment, and inventory management components of Oracle Manufacturing and Supply Chain--and develop and deliver goods and services faster, cheaper, and more efficiently than your competitors.

Customer Reviews:

For use by "the initiated".......2007-02-18

While Gerald & Co's book may look like a good introduction to Oracle's manufacturing & supply chain management modules, it will make little sense to those who have never used the system or don't have access to it. Because I had three years of hands-on experience with Oracle's E-Business Suite, the book is useful and I'm giving it a 3-star rating.

Things that Gerald & Co. could have done better: more illustrations of what they write about. There are many "bells and whistles" in the software, but the book doesn't have enough "screen shots" to show you where they're located on an Oracle "form." I'm not satisfied with the case study, which they have placed in chapter 22. There are no screen shots there either.

Gerald & Co. are assuming you can navigate and know a lot of the Oracle lingo. If you are new to this, don't expect to learn it from this book. The audiences for the book are intermediate and advanced users.

One could also regard this as a reference book. Use it to answer problems you encounter while using the product or better understand what's going on. In this context, I'd rate it 3 stars, too.

A Good Introduction.......2006-11-03

This book is for users of Oracle Manufacturing and has the end-user in mind Definately not for the the technical minded, site specific Installs and for those who are used to Technical Reference manuals

I am yet to receive this book.......2006-02-01

The tentative date of receipt is 27th Jan 2006 but to i haven't received the book as of today.

Pls send same asap

Arul

Excellent Oracle reference tool.......2005-10-17

I was part of the Oracle implementation team at our company, and I have found this book to be a useful tool for myself in the year since implementation as we continue to explore new functionalities. It is also a useful tool for the application users to learn how Oracle works. In fact, I not only purchased this book for myself, but I have purchased copies for several other people in the company. I refer to it all the time.

Good Book for the beginners.......2005-08-24

This book is very useful for the beginners as well those who want to brush up their knowledge on oracle applications release 11i.

Mostly it covers all Manufacturing & Distribution modules. Financial modules are not covered in this book. I was planning to buy a book and searching for it and finally ended up in buying a very useful book.

Main drawback is not much of screen captures displayed. So if you want to better understand you have to read it by sitting in front of applications screen and switching the forms as you read.

Overall the book is worth having it.

Managing Human Resources: Productivity, Quality of Work Life, Profits

Average customer rating:

Fantastic - ties it all together

Managing Human Resources: Productivity, Quality of Work Life, Profits
Wayne Cascio
Manufacturer: McGraw-Hill/Irwin
ProductGroup: Book
Binding: Hardcover

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ASIN: 0072317167

Book Description

Wayne Cascio's Managing Human Resources, 6/e, is perfect for the general management student whose job inevitably will involve responsibility for managing people. It explicitly links the relationship between productivity, quality of work life, and profits to various human resource management activities and, as such, strengthens the students' perception of human resource management as an important function, which affects individuals, organizations, and society. It is research-based and contains strong links to the applicability of this research to real business situations.

Customer Reviews:

Fantastic - ties it all together.......2000-05-24

This is a great book. It very nicely ties together all phases of the employment process focusing on making data-driven decisions and linking HR and I/O Psychology functions to the bottom line. Throughout the text it provides 'capsules' on case studies to illustrate the points in each section. A must have for the scientist / practitioner and management generalist!

Monitoring, Measuring, & Managing Customer Service

Average customer rating:

Monitoring and evaluating Customer Service in detail!
Best Customer Service Management Books I have EVER Read!
Focused specifically on call center management

Monitoring, Measuring, & Managing Customer Service
Gary S., PhD Goodman , and Gary S. Goodman
Manufacturer: Jossey-Bass
ProductGroup: Book
Binding: Hardcover

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Customer Service Training 101: Quick And Easy Techniques That Get Great Results

ASIN: 0787951390

Amazon.com

People always remember the times they encounter great service, as well as those encounters that aren't especially pleasant. In Monitoring, Measuring & Managing Customer Service, Fortune 500 consultant Gary Goodman offers advice for ensuring customers recall the former rather than the latter when they think of your company. "Excellence in customer service doesn't come about accidentally," he writes at the outset. He then outlines the basic ingredients that make it an "everyday experience" over the telephone or in person--factors such as an eagerness to solve problems, delivery of performance or satisfaction guarantees, and presentation of unexpected extras. Goodman spells out specific ways to foster such proactive behavior among your work force, along with practical methods that measure their effectiveness. His tips include explicit suggestions for improving communication (i.e., have voice tones crest rather than decline, make sure pronunciation is clear, use "active listening" techniques); checking up on employee conduct (through techniques like customer surveys and direct observation, with the pros and cons of each process examined); and gauging the ultimate effectiveness of these efforts (through detailed assessment procedures for employees, team leaders, and managers). --Howard Rothman

Book Description

Excellent customer service does not come about by accident. It is a learnable set of behaviors that can be monitored, measured, and managed. Drawing from his highly successful seminars and training programs, Gary S. Goodman presents a surefire system for building a first-class customer service department. Goodman identifies the behaviors that constitute top-level service, examines the results that kind of service produces, and shows how to measure it in terms of daily customer satisfaction. He provides managers with specific guidelines for developing, sustaining, and rewarding high levels of service from their customer service reps--with emphasis on telephone contact, the primary link to customers for most companies.

Customer Reviews:

Monitoring and evaluating Customer Service in detail!.......2003-03-31

At a Call Center environment the Customers Service Representatives (CSR) are measured thru two main factors: Productivity and Quality. This books relates about CSR Quality and how to measure it. Mr. Berry's teach the reader what's the meaning of each evaluated aspect, like: Pitch, professionalism, courtesy, empathy and much more. When you give feedback to a CSR the most important is define with precision the boundaries of these factors.

When I was a newcomer in Call Centres Quality Assurance, this book was like an angel and I could established a QA Evaluating Form since the first read pages. This is not a theory book this is a very practical one!

Even though this is a must-consult book, I highly recommend it to Quality Managers and Analyst who are starting their careers in a Call Center and have to face a CSR for coaching purposes. For those who are pro's this book must be in their "favourites always consulted" bookshelves.

Best Customer Service Management Books I have EVER Read!.......2000-07-20

I have read a lot of books on Management, Customer Service and Call Center Management. This is by far the best.

This book gives step by step easy to follow instructions on how to hire the right people and create an excellent training program. The sections on monitoring and measuring service will help you take the mystery out of getting tangible data to evaluate your team.

If you want to know that your customer's are satisfied at the end of every call read this book!

Focused specifically on call center management.......2000-06-21

Goodman's book provides a wealth of information for managing a customer service call center. While some of the content may be transferable to other customer service settings, the majority of the book is directed soley at call center issues, such as telephone skills, call monitoring, etc. I would recommend the book only if you are managing a customer service call center.

Managing New Product and Process Development: Text and Cases

Average customer rating:

Excellent book
Classic on new product development
It is the perfect complement

Managing New Product and Process Development: Text and Cases
Steven C. Wheelwright , and Kim B. Clark
Manufacturer: Free Press
ProductGroup: Book
Binding: Hardcover

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Revolutionizing Product Development: Quantum Leaps in Speed, Efficiency, and Quality
Winning at New Products: Accelerating the Process from Idea to Launch, Third Edition
The Product Development Challenge: Competing Through Speed, Quality, and Creativity
Leading Product Development: The Senior Manager's Guide to Creating and Shaping the Enterprise
New Product Development: Managing and Forecasting for Strategic Success

ASIN: 0029055172

Customer Reviews:

Excellent book.......2001-12-30

I have found this book an excellent starting point to understanding product development cycles, the values of planning, and effective project management. It is the best book that I have read on the topic to date.

Classic on new product development.......2000-10-16

Don't be turned away by the pub date--this is still the best book out there on the topic of new product development. The development framework that informs the structure of the book and their prescriptions is insightful and elegant. I have used the book for many years as a main text book for my 'management of technology' classes, to both engineering and business students, and most students love the book, especially those with real life experience. It's a great book to introduce engineering students to business/project management issues for the first time, and visa versa. The cases are also very well selected.

It is the perfect complement.......2000-09-25

of the book "Revolutionizing Product Development", same authors. The chapters are segmented according to the logic of the previous mentioned book. It is worth mention the chapters about the application of the "Aggregate Project Plan" and "Structuring the Development Funnel". These chapters tell us about the pitfalls and gave some useful proposition on how to solve it. The examples are OK. It could be a bit difficult to undestand how the process works without the previous reference cited before. There is also some "study questions" that suggests that this book is also for training people on Innovation. Very good idea indeed!

Managing the Supply Chain : The Definitive Guide for the Business Professional

Average customer rating:

Book review in American Shipper magazine

Managing the Supply Chain : The Definitive Guide for the Business Professional
David Simchi-Levi , Philip Kaminsky , and Edith Simchi-Levi
Manufacturer: McGraw-Hill
ProductGroup: Book
Binding: Hardcover

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Supply Chain Redesign: Transforming Supply Chains into Integrated Value Systems

ASIN: 0071410317

Book Description

In today's environment of tight budgets and even tighter turnarounds, effective supply-chain management has become a core business requirement. Managing the Supply Chain adapts the number one supply-chain book on the college market to examine how professionals can consistently turn supply-chain strategy into a competitive advantage.

This results-based book examines the experiences of today's most accomplished companies to demonstrate supply-chain innovation at work in the marketplace.

Customer Reviews:

Book review in American Shipper magazine.......2004-07-07

From "Know your supply chain variables" by Philip Damas, American Shipper, July 2004

While avoiding industry jargon and the hyperbole often used by logistics consultants, this book guides the reader with clarity and purpose through many supply chain aspects, from order fulfillment to logistics network optimization, through order forecasts and product design.

A common theme of this book is the need for global optimization across all corporate functions, all warehouses or locations, and across companies that share the same supply chains.

Operations Management: Meeting Customer's Demands with Student CD-ROM
Average customer rating:

The best general undergraduate treatment of operations management-4.5 stars

Mixed - good survey and quan, weaker on soft subjects

Highly over-rated . Full of fluff

Operations Management: Meeting Customer's Demands with Student CD-ROM
Edward M Knod , and Richard Schonberger
Manufacturer: McGraw-Hill/Irwin
ProductGroup: Book
Binding: Hardcover

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Explaining Creativity: The Science of Human Innovation

ASIN: 0072460504

Book Description

This text provides a survey of the most innovative techniques and methods for managing operations in services and manufacturing. It presents all concepts with a real-world perspective based on the extensive global consulting work of the lead author, Dick Schonberger. This text is unique due to its customer-focused approach. Using the authors 15 principles as a framework for organizing the text This text stresses teamwork, quality, and customer service in both manufacturing and services, as well as traditional topics such as product and service design, purchasing, inventory, location and layout, and scheduling are also included. Quantitative coverage is de-emphasized.

Customer Reviews:

The best general undergraduate treatment of operations management-4.5 stars.......2006-01-26

Knod and Schonberger have written the best general text available on production/operations management at the undergraduate level.The text has very good chapters on Capacity Planning(aggregate capacity planning),Scheduling,Design(reliability and serviceability),Quality and process control(especially pp.318-322 on mean and range charts and pp.327-330 on process capability analysis),Inventory control,Timing(waiting lines and queues),and PERT.A minor weakness is that a discussion of the use of the Beta distribution in PERT analysis is omitted from the book.Anyone who covers this book throughly will be very well prepared to take senior level undergraduate courses and graduate level courses in operations management.

Mixed - good survey and quan, weaker on soft subjects.......1999-01-06

Fairly good survey book. Having an undergrad operations background, I found this book mirrored the strengths and weaknesses of a more detailed operations curriculum. Book is best in framework and quantitative model overviews, weaker on softer subjects like staffing, project management, & holistic quality.

Highly over-rated . Full of fluff.......1997-10-22

If your MBA professor offers Schonberger as the answer to 21st Century Operations Management, seek a transfer quick. Obsessed with a touchy-feeling "quality paradigm", there is not enough meat here to frighten off the most zealous vegetarian. The chapters on "managing projects" and "facilities management" are especially shallow.

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