Building a Chain of Customers [Hardcover]

Richard J. Schonberger (Author)

Book Description

Publication Date: April 1, 1990

Building on two previous works, "Japanese Manufacturing Techniques" and "World Class Manufacturing" - the latter regarded by the prestigious journal "Quality Progress" as a "milestone in the second Industrial Revolution" - Richard Schonberger introduces a new concept. He argues that each of the four main business functions - design, manufacturing, accounting, and marketing - becomes a "customer" for the other three and that the many links between and within departments form a continuous "chain of customers" that extends to those who buy the product. Through hundreds of real company examples of the customer chain of action, Dr Schonberger shows how it quickens response rates, increases product quality, lowers costs, adds greater flexibility to change volume and product mix and takes sales away from the laggard competition.

Editorial Reviews

Review

Raymond G. Adams Director, Manufacturing Operations Engine Division Caterpillar, Inc. Richard Schonberger has provided a great deal of substance for a concept that we fully endorse. Executing the concept that every employee, regardless of his/her physical location and position in the business, has a customer that must be satisfied with quality and timely service or product is easy to articulate but challenging to implement thoroughly in a large organization. -- Review

About the Author

Richard J. Schonberger, author of the bestselling Japanese Manufacturing Techniques, World Class Manufacturing, and World Class Manufacturing Casebook (also from The Free Press), is a world-renowned authority on production and manufacturing. President of the consulting firm Schonberger & Associates, Inc., in Seattle, Washington, he was formerly George Cook Professor of Management at the University of Nebraska.

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Product Details

• Hardcover: 349 pages
• Publisher: Free Press (April 1, 1990)
• Language: English
• ISBN-10: 0029279917
• ISBN-13: 978-0029279915
• Product Dimensions: 9.4 x 6.6 x 1.2 inches
• Shipping Weight: 1.7 pounds
• Amazon Best Sellers Rank: #2,601,185 in Books (See Top 100 in Books)

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