haku: @indexterm RATIONALISATION / yhteensä: 197
viite: 100 / 197
| Tekijä: | Shapiro, B. P. Rangan, V. K. Sviokla, J. J. |
| Otsikko: | Staple yourself to an order |
| Lehti: | Harvard Business Review
1992 : JUL-AUG, VOL. 70:4, p. 113-122 |
| Asiasana: | MANAGEMENT CUSTOMERS CONSUMER SATISFACTION ORGANIZATIONAL DEVELOPMENT EMPLOYEES RATIONALISATION |
| Kieli: | eng |
| Tiivistelmä: | Managers should look at their companies as a 10-step order management cycle (OMC) that defines their business system. Managers who track each step of the OMC from planning to postal service work their way through the company from the customer's angle rather than their own. In this way, they can find the gaps in the system and the points of conflict - the problems that frustrate employees and drive away customers. There are three important benefits of improving OMC: Improved customer satisfaction; receded interdepartmental problems; improved financial performance. Working on OMC has three basic elements: analysis, system focus and political strategy. Two brief case studies are presented. |
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