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The competitive enterprise : 10 principles of business excellence for increased market share / Geoffrey Bell.

By: Material type: TextTextPublisher: Roseville, NSW : McGraw-Hill, [2002]Copyright date: ©2002 Description: xxxvii, 386 pages : illustrations ; 23 cmContent type:
  • text
Media type:
  • unmediated
Carrier type:
  • volume
ISBN:
  • 0074711040
Subject(s): DDC classification:
  • 21 650.1 B.G.C
Contents:
Senior executives as role models -- Create a climate of trust -- Measure employees' perception -- Employee survey results -- CEO leads improvement -- All executives are role models -- Plan to increase business excellence scores -- Measure progress with the 10 Business Excellence Principles -- Reward executives for business excellence -- Create a supportive environment -- Executives understand Business Excellence -- Focus on achievement of goals -- Have clearly defined goals -- Strategic plan addresses stakeholder needs -- Business Excellence Principles as a framework for strategy -- Plan your steps to reach your targets -- Plan to change -- Let people know what is expected of them -- Everyone is enabled -- Measure progress towards goals -- Measure extent of implementation -- What would your stakeholders say? -- Customer perception of value -- Value is determined by the customer -- Know what your customers don't like -- Treat customer complaints as gifts -- Perception of product includes everything -- Company designed to provide customer value -- Make customer access easy -- Customer contact staff are enabled -- Customers need 'relationships' -- Customer information systems -- Customer measurements -- To improve the outcome, improve the system -- Understand process capability -- Set targets -- Plan to reach targets -- For a different result, change the system -- Performance management -- The manager's job -- Rework -- Document your processes -- Measure process outputs -- Your 'improvements' must be real improvements.
Review: This book is for people in managerial positions and anyone tying to find a lever to get ahead of the competition. It covers areas such as senior executives as role models, goals, customer perception of value, improving systems, knowledge management, change, enthusiastic employee, learning and innovation, corporate citizenship, and value for all stakeholders."--BOOK JACKET.
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Senior executives as role models --
Create a climate of trust --
Measure employees' perception --
Employee survey results --
CEO leads improvement --
All executives are role models --
Plan to increase business excellence scores --
Measure progress with the 10 Business Excellence Principles --
Reward executives for business excellence --
Create a supportive environment --
Executives understand Business Excellence --
Focus on achievement of goals --
Have clearly defined goals --
Strategic plan addresses stakeholder needs --
Business Excellence Principles as a framework for strategy --
Plan your steps to reach your targets --
Plan to change --
Let people know what is expected of them --
Everyone is enabled --
Measure progress towards goals --
Measure extent of implementation --
What would your stakeholders say? --
Customer perception of value --
Value is determined by the customer --
Know what your customers don't like --
Treat customer complaints as gifts --
Perception of product includes everything --
Company designed to provide customer value --
Make customer access easy --
Customer contact staff are enabled --
Customers need 'relationships' --
Customer information systems --
Customer measurements --
To improve the outcome, improve the system --
Understand process capability --
Set targets --
Plan to reach targets --
For a different result, change the system --
Performance management --
The manager's job --
Rework --
Document your processes --
Measure process outputs --
Your 'improvements' must be real improvements.

This book is for people in managerial positions and anyone tying to find a lever to get ahead of the competition. It covers areas such as senior executives as role models, goals, customer perception of value, improving systems, knowledge management, change, enthusiastic employee, learning and innovation, corporate citizenship, and value for all stakeholders."--BOOK JACKET.

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