This book illustrates TQM concepts as they apply to service organizations where a product may or may not be involved. It addresses nine key management areas including cultivating relationships with customers and capacity management.
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Editorial Reviews
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Customer Responsive Management is part of an important new series designed to provide business and engineering students with a full understanding of the issues of Total Quality Management. The series will also be a valuable resource for practising managers and engineers.
Modern organizations perform different types of activities, each of which requires a different management approach from project management to production management to responsive management. This book considers the need for increased responsive management in a constantly changing business environment where customers are demanding specialized treatment and competition is forcing firms to be responsive in order to survive.
Customer Responsive Management integrates all the components of responsive management - the need to empower employees, the need for improved customer service - into a logical model which can be followed in order to achieve the management objectives of the responsive organization.
About the Author
Frank W. Davis. Jr and Karl Manrodt are both Professors of Marketing, Logistics and Transportation, University of Tennessee, Knoxville, USA.
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Most Helpful Customer Reviews
1 of 1 people found the following review helpful:
5.0 out of 5 stars
SUPERLATIVE WORK ON ENTERPRISE RESPONSIVENESS !!,
By Vivek Kale (author of "IMPLEMENTING SA... (Cupertino, CA) - See all my reviews
This review is from: Customer Responsive Management: The Flexible Advantage (Total Quality Management) (Paperback)
The literature on enterprise responsiveness is rather limited, but this book is an exception and had a lasting impression on the reviewer in that it ignited an abiding interest into the nature of responsiveness and characteristics of responsive enterprises.This is the only book that I am aware of that dwells on the nature of `responsiveness' and that too from the perspective of a customer! But the real significance of Davis's approach to `responsiveness' is revealed only when one applies this to understanding the nature of the IT services firms. I have always been puzzled by the apparent contradiction between most of the received wisdom in management literature on such firms and my experiences of working with such firms throughout my professional career. But, put on Davis's lenses and all contradictions simply disappear!! Out comes consistent explanations for capability/ capacity/ core competency, best-practice guidelines, multi-skilling, centers of excellences, network of delivery firms specializing in different areas, the essential tension between the scope versus specialization, or, assignment/ control of projects versus project deliveries, percentage of resource utilization, yield management and so on, and, above all the phenomenon of outsourcing! I recommend this book to anyone interested in customer-centricity -- which is almost everyone! Read this book for its declared purpose of `customer responsive management', but if you are one of the thousands of IT professionals trudging along the information highway, this book is a must - this maybe your only handbook to make sense of this crazy industry.
2 of 3 people found the following review helpful:
5.0 out of 5 stars
Revolutionary, A step beyond Mass Customization!,
By A Customer
This review is from: Customer Responsive Management: The Flexible Advantage (Total Quality Management) (Paperback)
The concepts in this book will change the way you do business. Davis and Mandrodt teach us how to respond and develop offerings unique to each customer. No longer will you view customers as nameless, faceless masses (look out marketing, its about time). The examples are clear and valuable. A must!
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Inside This Book
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First Sentence:
Two major philosophies of management developed during the 20th century. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
prioritized dispatch list, customer value pricing, contract logistics firms, conditional protocol, priority dispatch list, responsive business processes, customer deficit, total capacity costs, customer surplus, fixed capacity costs, customer contact person, individual customer requests, multilevel coordination, diagnose customer, wasted capacity, scheduled capacity, immediate run, delivery effectiveness, service delivery costs, responsive activities, deterministic planning, responsive organizations, responsive model, delivery modules, customer assistance center Key Phrases - Capitalized Phrases (CAPs): (learn more)
New York, Adam Smith, Federal Express, Desert Storm, Harvard Business Review, United States, Franklin Planner, Business One Irwin, Joseph Pine, Taiichi Ohno, Alfred Marshall, Edwards Deming Institute, Harvard Business School, Bart Victor, Earl Sasser, Hamparsum Bozdogan, Quality Comes, Time Inc, World War, Zero Defections, Encyclopaedia Britannica, Productivity Press, Ronald Henkoff, Silicon Graphics, Wall Street Journal New!
Books on Related Topics | Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Index | Back Cover | Surprise Me!
Two major philosophies of management developed during the 20th century. Read the first page Key Phrases - Statistically Improbable Phrases (SIPs): (learn more)
prioritized dispatch list, customer value pricing, contract logistics firms, conditional protocol, priority dispatch list, responsive business processes, customer deficit, total capacity costs, customer surplus, fixed capacity costs, customer contact person, individual customer requests, multilevel coordination, diagnose customer, wasted capacity, scheduled capacity, immediate run, delivery effectiveness, service delivery costs, responsive activities, deterministic planning, responsive organizations, responsive model, delivery modules, customer assistance center Key Phrases - Capitalized Phrases (CAPs): (learn more)
New York, Adam Smith, Federal Express, Desert Storm, Harvard Business Review, United States, Franklin Planner, Business One Irwin, Joseph Pine, Taiichi Ohno, Alfred Marshall, Edwards Deming Institute, Harvard Business School, Bart Victor, Earl Sasser, Hamparsum Bozdogan, Quality Comes, Time Inc, World War, Zero Defections, Encyclopaedia Britannica, Productivity Press, Ronald Henkoff, Silicon Graphics, Wall Street Journal New!
Books on Related Topics | Concordance | Text Stats Browse Sample Pages:
Front Cover | Table of Contents | First Pages | Index | Back Cover | Surprise Me!
Citations (learn more)
This book cites 43
books:
See all 43 books this book cites
2
books
cite this book:
- Toyota Production System: Beyond Large-Scale Production by Taiichi Ohno on 4 pages
- Principles of Economics (Great Minds Series) by Alfred Marshall on page 49, page 215, and page 239
- Quality Is Free: The Art of Making Quality Certain: How to Manage Quality - So That It Becomes A Source of Profit for Your Business by Philip B. Crosby on page 50, page 180, and page 194
- Managing in the Service Economy by James L. Heskett on page 215, page 365, and page 407
- In Search of Excellence: Lessons from America's Best-Run Companies (Collins Business Essentials) by Thomas J. Peters on page 27, page 149, and page 168
See all 43 books this book cites
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