000			02815nam a22002777a 4500
999			_c2537 _d2537
005			20201022152642.0
008			100923s2002 ata||||| |||| 00| 0 eng d
020			_a0074711040
040			_aEG-NcFUE _erda
082	0	4	_221 _a650.1 _bB.G.C
100	1		_aBell, Geoffrey, _d1948- _910416 _eauthor
245	1	4	_aThe competitive enterprise : _b10 principles of business excellence for increased market share / _cGeoffrey Bell.
264		1	_aRoseville, NSW : _bMcGraw-Hill, _c[2002]
264		4	_a©2002
300			_axxxvii, 386 pages : _billustrations ; _c23 cm.
336			_2rdacontent _atext
337			_2rdamedia _aunmediated
338			_2rdacarrier _avolume
505	0		_aSenior 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.
520	1		_aThis 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.
650		0	_aSuccess in business. _910417
650		0	_aCompetition. _910418
650		0	_aMarket share. _910419
942			_2ddc _cBK