Book Description

Business Process Reengineering BreakPoint Strategies for Market Dominance Business Process Reengineering shows you how to take the vital next step to attain market dominance and become a world leader—

• A team of internationally recognized Coopers & Lybrand manufacturing consultants explain why they believe the business world needs to move beyond continuous improvement and TQM concepts to Business Process Reengineering (BPR).

• BPR involves a dramatic redesign of business processes, organization structures and use of technology, to achieve "breakthroughs" in business competitiveness.

• The book is based on the authors experience of extensive international work with leading corporations—including AT&T, Asea Brown Boveri (ABB), Allied-Signal, and Coca-Cola & Schweppes (CC&SB).

• Focusing on the effectiveness of BPR, the book shows how companies can streamline operations, and inevitably cut costs, on the way to creating process excellence in all key aspects of the organization.

Reviews (1)

Practical Book On Re-Engineering
I am currently doing an assignment on business process re-engineering. Many of the texts I have read so far have been thick on the theories and the benefits of re-engineering. As such, it comes across as cheappropagnada.

This book was different. In the first chapter, unlike othertexts, it did not simply insists that TQM and other continuous processimprovements are of the past and are not good enough for today's businessenvironment. It explains how TQM has its place, if you are already a marketleader. However, if you are way below, then TQM will not allow you to reachthe apex before you are out of business. Re-engineering is the way.

Thisimmediately pave the way for the rest of the book. The authors are balancedin their views and do not simply advertise the merits of re-engineering.They also cautioned throughout the text on the difficulties and pitfalls ofre-engineering. I found their arguments more convincing than mostauthors.

The examples throughout the book were taken from differentindustries and prove a source for ideas for any re-engineering effort. Theauthors came across as extremely experienced in their work.

I would havegiven it five stars except the last chapter on the human aspect ofre-engineering was rather dissapointing. I had expected to learn more fromthe authors about the very difficult human resource issues inre-engineering. Like most texts, the book mentioned difficulties and dishedout textbook solutions without real solutions.

Still, it was one of thebest re-engineering texts I have read and I believe it will help me greatlyin my assignment.

I also believe that it is extremely useful for anymanagers or CEOs who want to re-engineer their business. Hammer's classicon re-engineering is not enough. You need to read this book for thepractical advice and guiding framework if you are to have any chance forsuccess in re-engineering. ... Read more

Book Description

Written by auditors, each with a multitude of real-world experience, this is not a book that deals with theories and principles as they exist on library shelves. New to this edition is the expanded coverage on ethics, the correlation of auditing to business performance, and the expansion into areas not covered by the Certified Quality Auditor Body of Knowledge. This single resource is designed for auditors, audit managers, audit teams, and quality assurance professionals to use as the definitive resource for nearly every aspect of the auditing function. ... Read more

Reviews (1)

The great value of the implement in Quality Audit procedure.
The great value and contribution of the implement is a warning signal but isn't a part of Quality. Many vendors are too emphatic the implemeent to carry through Quality system now. ... Read more

Book Description

Total Quality in Purchasing and Supplier Management is an important and essential new book which develops a systematic approach to purchasing and supplier quality management (PSQM). It explains how to build a solid customer-supplier relationship and presents methods for finding suppliers who will best align with the purchaser's organization (i.e., suppliers who are committed to a long-term relationship as well as the continuous improvement process). The methods involved in the purchaser/supplier continuing improvement process is also presented.Systems for prioritizing the deployment of commodities, products, services and suppliers are covered. A feedback mechanism that tracks supplier performance and insures that plans are being followed is presented.Finally, this new book explains the need for a PSQM system and shows how that system must become an integral part of any quality program in order for the extended enterprise to be successful.This book is an essential resource for any organization committed to the sucessful implementation of PSQM. ... Read more

Book Description

This book focuses on the technology, tools and techniques involved in running an effective help desk.A Guide to Help Desk Technology, Tools & Technology takes a look at the many software options available for tracking and managing the massive influx of data that come into a help desk daily.This title also details the types of tools specific to staff, management and customers alike. ... Read more

Reviews (1)

A complete compendium of what's available
I like this unique book because it is a survey of the tools and technologies that support help desk operations. What makes it unique is it is, as far as I know, the only book that solely addresses this aspect of the help desk.

Prior to reading this book I depended on the internet and vendor literature to research appropriate tools to solve problems or make operations more efficient. Often I have a vague idea where to look, but no exact starting point. This book helps to do more focused searches that return accurate and meaningful results. Why do I still searches? Because some of the tools described are in a state of flux as are any product. Therefore, some of the information in the book may be obsolete, but the real value is that it points me in the right direction, and allows me to go to the vendor sites and get the most up-to-date information. The grouping of tools also allows me to extend my research into competitive comparisons. Equally important is this book also clearly explains the underlying technologies and how they can be employed and integrated into the help desk suite of tools. Another strong point is the author has grouped the tools into classes that fit a particular need, such as event management (under the heading of alerts and notification tools), call management software, etc. This is a great help.

The classes of tools were interesting and complete. I was happy to find asset management tools, and more than pleased to find tools for tier-2 and -3 support. These support layers are often ignored in more books that deal with any aspect of help desk operations, and the inclusion of them here was an expected bonus.

While the book focuses on tools and technologies, it also has some chapters that cover processes and space planning. This information is a bit out of synch with the general theme, but does provide a context for how the tools and technologies are used.

This book is invaluable to any consultant who deals with service delivery or help desk implementations because it is like a catalog of available tools and technologies that can be applied to many different aspects of help desk operations. It will also prove valuable to companies that are evaluating available technologies in preparation for launching a help desk operation, or are in the process of selecting tools or technologies with which to improve existing help desks. ... Read more

Reviews (2)

Summarizes FDA rules, but does not discuss them
I bought the book based on only one review, but was a bit disappointed. It did indeed list all relevant code, and referenced it for further study, but the codes themselves are hardly self-explanatory. Except for some introductory comments, there was very little in the way of further explanation on the topics in this book.

I was looking for some interpretation, examples, what is typically done in the real world to meet requirements, etc.

It's a good reference book, but just a starting point in understanding what is necessary to satisfy the FDA in medical device manufacturing. Buy it used if possible, you won't be using it much except for reference.

Good at laying out the rules
Mfg. Engr. manager for a large medical device company.

After spending 2.5 days with an FDA auditor, I realized that I did not know what was expected by the regulatory body in terms of process validations, equipment installation and maintenance and all of the record-keeping and documentation that is required for them.

To learn all of that quickly, I purchased and studied this book. For each subject (process validations, equipment, calibration and all other areas), it lists the FDA regulation, the corresponding ISO regulation and then has an "FDA guidance" section that breaks down both into plainer English. It was helpful to have all of the information in one place.

The frustrating part with the FDA is that they won't tell you exactly how to do things, they'll just lay out the rules and you have to figure out how to get there from here. This book is good at laying out all of the rules.

I would recommend this book to any level person who may have to answer to an auditor. There are sections on Design Control, Nonconforming Production, Labeling and Packaging, Statistical Techniques and more that apply to each area of the business. ... Read more

Book Description

Robert C. Camp's best-selling book, Benchmarking, served as the premier resource on measuring corporate performance. Now, his newest title, Business Process Benchmarking, provides the most up-to-date information to show readers how to conduct successful benchmarking projects. Readers will discover how to: use Camp's renowned 10-step benchmarking process to achieve peak performance; analyze the performance gap and ensure that every employee contributes toward enhanced corporate performance; train employees to use benchmarking tools to maximize the company's results. ... Read more

Reviews (1)

Sound, Solid, Thorough
Robert Camp writes as an engineer to an engineer.The detail, thoroughness, and organization is first rate.The topic is very, very useful.The perspective he takes in this book how do you manage the benchmarking process within your organization.There is detail on how to benchmark, though he refers to his first book if you need more on that topic.This book is excellent for the process of managing benchmarking and setting up the organization to provide a sustained and effective benchmarking effort.There are plenty of tools and examples in the text and in the appendices.

Be prepared for a more "text book" approach to writing than that of other business books.I got thtought he book, but at times it was on determination not exciting writing style. ... Read more

Book Description

After more than 50 years as a manager and VE pioneer, Richard J. Park presents Value Engineering: A Plan for Invention. Park demonstrates how to adopt VE as a thinking process that can enable you to increase your problem solving skills, cultivate innovation, reduce costs, improve productivity, and more. Features ... Read more

Reviews (1)

This is a marvelous,well written,understandable book.
This book is just what VE has needed. It brings Value Engineering (VE)into the modern world and shows VE to be a system esential to today's business and social environment.

The book is in four sections. The first,"The World Around Us" discusses a number of management systems, cites their strengths and when they should be used in a project development cycle to get the most benefit from each system. One of the systems discussed is VE and the difference between VE and all other management systems, both old and new, is clearly indicted.

The "Economics Of Profit" discusses in detail four essential elewments, Cost, Function, Value and Quality and the need for an understanding of each and the relationship of each one to the other to achieve a successful profitable result from effort.

The third section"The Human Element", covers Communiction, Motivation, Teams and Teamwork and Creativity as essential elements for developing any project whether it is business or personal activities.

The fourth section alone is great. "The sum Of The Parts" puts all of the technical and psychological elements together in the VE system and illustrates the operation by meaans of a simple, actual example of a project from start to finish. the project is discussed in plain language that is readily understandable. In addition, there are eight varied examples of projects that show the potential scope for application of the system from products to business and government organizations to personal affairs. there is also an appendix with a myrid of useful information. ... Read more

Book Description

Improving service quality has finally become a top priority of management today, yet according to service quality expert Leonard Berry only a handful of companies have managed to determine exactly what to improve and how to improve it. For the past two years, Berry studied dozens of companies of all sizes renowned for their capacity to deliver what they promise and more. From his on-site observation of the strategies and practices of such companies as Mary Kay Cosmetics, Tattered Cover Book Store, Longo Toyota & Lexus, Lakeland Regional Medical Center, and Hard Rock Cafe, Berry has constructed a dynamic new framework for improving service.

This framework provides a roadmap for implementation found nowhere else in the service quality literature. In every chapter Berry draws on his twelve years of research in service quality to explain each part of the framework in detail. He provides rich insights and inspiring examples of great service -- including numerous examples unique to this book as well as the classic success stories of USAA, Taco Bell, and many more. Berry shows that a company must (1) develop service leadership skills and values -- a concept substantially different from developing general leadership; (2) build a service quality information system; and (3) create a comprehensive service strategy based on the four principles of great service: reliability, surprise, recovery, and fairness. He demonstrates how these four principles, when adopted by the leadership and infused into the systems of a service company, are the building blocks of the framework and form the anchor for implementation.

Berry shows how the "artistry" of great service can be systematically created from this foundation through a company's organizational structure, technology, and often under utilized human resources assets. He challenges service managers to set their service quality aspirations higher, and his innovative, practical ideas will help them achieve those higher standards. Linking service excellence to value creation, Berry provides solid financial reasons for the necessity of great service. Here, at last, is the book for which managers in every service industry have waited: Leonard Berry's "operating manual" for turning plans for great service into action. ... Read more

Reviews (2)

An Always Actual Framework To Action!
Even though this book was first published on 1996, the framework presented by Mr. Berry to achieve Extraordinary Customer Service is still valuable and actual. It has 13 chapters and each one gives a pure meaning of every treated subject. It's not another Customer Service book...It's an strategy customer service book.

Mr. Berry's insights can be applied from Face to Face to Call Center environments and it's a must-read to Top-Executives that have started a company focus change and are wondering why it's the innitiative failing or getting down the hills. The answers could probably be: Your company it's not competing for talented people, has not embrace the technology, has not empowered your front line teams or the most elementary one...maybe have not created yet a Customer Service strategy since the beginning (Of course, where everyone in the company was included, not only you). All this answers are ON GREAT SERVICE.

Extraordinary book.

BERRY SE LUCE
LEONARD BERY SE CONSAGRA COMO UNO DE LOS PRINCIPALES AUTORES SOBRE EL SERVICIO Y LA MERCADOTECNIA DE SERVICIOS. MEJORAR LA CALIDAD DEL SERVICIO AL CLIENTE ES HOY UNA PRIORIDAD Y BERRY ES UN VISIONARIO DE ESTO. NO LO DEJEN DE LEER. ... Read more

Book Description

Manufacturing Handbook of Best Practices: An Innovation, Productivity, and Quality Focus gives you a working knowledge of today's cutting edge tools - preparing you for the way you will be doing your job tomorrow. With contributions from seasoned manufacturing experts, the book provides a single-source reference to what's currently happening in modern manufacturing facilities. It covers:·Agile Enterprise and Lean Manufacturing·Six Sigma-Introduction and Six Sigma-Design for Manufacturing and Assembly/ Design for Six Sigma (DFMA/DFSS) ·ISO 9001:2000 and ISO 14000·Process Analysis and Statistical Quality Control/Statistical Process Control (SQC/SPC)·Quality Function Deployment (QFD) and Integrated Product and Process Development (IPPD)·Theory of Constraints/Constraints Management (TOC/CM) and Theory of Innovative Problem Solving (TIPS/TRIZ)·Supply Chain Management and Manufacturing Controls Integration·Design of Experiments (DOE) and Robust Design·Measurement Systems Analysis and much moreOrganized so that the content is easy to find and easy to understand, Manufacturing Handbook of Best Practices: An Innovation, Productivity, and Quality Focus presents an endless supply of the tools and techniques available to the manufacturing professional who wishes to be well-informed. Nowhere else will you find all these modern manufacturing methods covered the way they are in this comprehensive resource. ... Read more

Reviews (1)

Every manufacturing manager should have this book
This book solidly meets its stated objective of being a handbook that quality professionals and manufacturing leadership can use no matter where they are in their quest for improving product design, manufacturing operations, or customer satisfaction. It is particularly helpful for those who are involved with quality or other systems such as ISO-9001:2000, ISO-14001, or QS-9000. It would especially be useful as a resource for a Six Sigma Black Belt, Master Black Belt, or anyone leading a process improvement team.

The authors of the various chapters also do a good job of relating the material from a practioner's point of view, rather than just a lot of theory. I found the book to be very understandable for those who may not have any previous knowledge of a topic. Some of the chapters include step-by-step instructions that can be helpful in implementing the technique. A very detailed table of contents allows the reader to see what resources are actually included.

One of the nice things about the book is that it covers many powerful topics often overlooked such as TRIZ (Theory of Inventive Problem Solving), TOC (Theory of Constrants), QFD (Quality Function Deployment), Measurement Systems analysis and Robust Design.

While not designed to be a textbook, I could see using this as a text for a senior level Industrial Engineering course or an executive MBA or MS in engineering management seminar course in quality systems. Submitted by Dr. Phil Rosenkrantz, P.E., Cal Poly University, Pomona. ... Read more

Book Description

Based on the Juran Institute’s breakthrough method, Juran’s Six Sigma: Breakthrough and Beyond goes beyond certification or implementation processes discussed in most six sigma texts to prepare an organization's managers -- at all levels -- to deal with the practical day-to-day human, structural, and technological issues which arise when initiating and maintaining a Six Sigma effort.

Juran's Six Sigma: Breakthrough and Beyond allows you to modify your program to suit your individual requirements. With this book, you get everything you need to improve and maintain Six-Sigma breakthrough performance long after the consultants have packed up and gone home. ... Read more

Reviews (1)

Breakthrough among Six Sigma books!
Six Sigma is all about breakthrough improvement. Without a breakthrough, achieving Six Sigma performance is impossible. Juran and Juran Institute are the most experienced in achieving and managing performance improvement. The Six Sigma: Breakthrough and Beyond book is unique as it is the only book that covers all aspects of achieving dramatic improvement.

Praveen Gupta
Author of Six Sigma Business Scorecard
and Co-author of Six Sigma Deployment ... Read more

Book Description

Read it in just 2 hours! Establish customer-defined quality to escalate performance and profitsIn order for your organization to achieve optimum success, you must understand how customers define a quality version of your product or service. Customer-Inspired Quality will help you do just that, plus establish quantifiable ways to improve processes so that you meet?and exceed?customer expectations at all times.

Step by step, discover how to:

• Analyze work processes from the perspective of primary, secondary, and internal customers
• Establish measurements that reflect the customers' definitions
• Qualify a process for a six-level process improvement model
• Conduct regular process improvement reviews
• Use process qualification to achieve early measurable results
• Identify which quality and operational performance measures should be tracked according to customer needs

Customer-Inspired Quality will help you improve quality and customer satisfaction cost-effectively and in ways that will help your organization compete. Put your customers in the driver's seat and watch your profits take off!

... Read more

Reviews (1)

A great first look at what it means to be "Cutomer Focused"
"Process improvement is the only known way to make real, long lasting changes in an organization that will increase its chances of survival and prosperity," writes Jim Shaw, consultant and examiner for the Malcolm Baldridge Quality Award.This book discusses the importance of looking at your business through the eyes of your customer, and sets out a series of steps for doing so.

With simple explanations, and well structured chapters, this book is a quick read (1-2 hours), but is elementary for anyone already involved in six sigma (or any other customer focused improvement effort.)If being "customer inspired" is something that you aspire to, but aren't entirely sure how to do it, this book gives an invaluable perspective. ... Read more

Book Description

For decades, Juran's Quality Handbook has been the one essential reference in quality management and engineering--the ultimate authoritative source of answers on quality applications, procedures, techniques, and strategies. Now this Fifth Edition--a major revision and the first new edition of Juran's Quality Handbook in more than 10 years--forges a new standard in tools for quality. Bringing managers and engineers the most up-to-date methods, research, and theory, under the guidance of a team of the world's top experts, Juran's shows you how to plan for quality, achieve quality control, and ensure quality results. Packed with new methods, research, and thought on quality, and emphasizing the need for quality software and quality software development methods, this completely updated classic also gives you new information, new techniques, and new applications. Broad in scope and inclusive in methodology, Juran's Quality Handbook is the reference of choice for anyone concerned with quality in business, manufacturing, or engineering. Whether you're just beginning your journey or a longtime traveler on the quality path, this book is the best possible companion for your voyage. ... Read more

Reviews (10)

the bible for quality engineers
For decades Joseph Juran has been a famous name in the quality movement. He formed his own institute for quality and has for many years edited an extensive volume on methods for improving quality in manufacturing processes. This Quality Handbook, now in its fifth edition has long been the basic reference for quality engineers and statistician alike. To honor Juran, the fifth edition is titled Juran's Quality Handbook. The volume is now over 900 pages and consists of 48 chapters and 5 appendices. There are 53 authors including Juran himself and his colleague and co-editor Blanton Godfrey. Many other well-known persons have contributed. It includes a chapter on government services by Vice President Al Gore. Prominent statisticians who have contributed include Don Marquardt, Stu Hunter, Bill Meeker, Luis Escobar, Gerry Hahn, Ed Schilling, Ed Dudewicz and Necip Doganaksoy.

As a statistician, I particularly like having a wealth of practical statistical information and tables in one source. Dudewicz provides the introductory statistical material necessary to understand the four other statistical chapters that follow it (SPC by Wadsworth, Acceptance Sampling by Schilling, Design and Analysis of Experiments by Hunter and Reliability Concepts and Data Analysis by Meeker, Escobar, Doganaksoy and Hahn). These are all distinguished authors who are excellent writers and several have written whole text books on these subjects. This edition is up-to-date with the latest advances in quality techniques. Statistical advances in robust design (Taguchi methods), bootstrap methods, process control and capability are all included. Juran and Deming had major practical impact on the quality movement because they both emphasized the need for proper process management. This can be seen in many of the non-statistical chapters that deal with successful management techniques such as six sigma.

This edition is even better than the previous editions and is indeed worthy of the title of bible. Despite the high cost this book is prominent on my bookshelf. I recommend it to anyone heavily involved in product reliability, even if they own copies of previous editions!

A tiring but invaluable resource
"Juran's Quality Handbook" is a massive tome of great value to quality professionals. It is not smooth reading, nor is it the type of book that can be read quickly. Indeed, to maximize the usefulness of this "Bible," I suggest reading one or two sections per month and try to apply the concepts as much as possible. It will improve one's effectiveness as a quality professional. The book covers every facet of quality I could imagine, so there certainly is no lack of material. I give it 4 stars due to an abundance of long, run-on sentences. This complicates the book unnecessarily, making the reader review sentences twice in many cases!

Excellent Reference
Excellent reference. I used this in my Six Sigma Black Belt course. I referenced it many times. I could not have passed the test without it. Some of the chapters (e.g. quality in foriegn countries) did not interest me, but seemed to be well written -- such is the case anyway with references. I heard Dr. Godfrey speak at a national conference -- he is a real champion for Six Sigma.

The quality bible
A wide coverage of quality in the Juran's perspective. I recommend it to all who are interested this Guru theories, tools and techniques.

Excelllent handbook
Very comprehensive quality handbook. Dealing with the latest tools and techniques and theoritical basis as well. I would have appreciated if some topics were more detailed (ie: six sigma ... Read more

Book Description

Based on his extensive experience Sandras reveals a complete procedure for successfully managing all of the challenges and possible obstacles in an actual implementation. Organizing the implementation team, developing a working Kanban system, restructuring the shop floor, creating efficient connections between suppliers and customers, measuring performance and integrating JIT with TQM are among the issues discussed. ... Read more

Reviews (3)

A great introduction to JIT world
This is a great introduction to JIT. It covers main issues as the core knowlodge of this technique as well as the implementation cornerstones. It's an easy to read way to get a handle on this planning and production control. It has also tried to get a compromise with MRP without forgeting currently popular topics as the link to suppliers and customers. As a plus, there are some chapters for problem solving using quality control techniques as storyboards which are actually useful in many others environments and areas.

The book is an excellent guide to JIT implementation.
Just-In-Time:Making It Happen can be an invaluable guide to implementing JIT principles in the manufacturing environment. Although it is not a cookbook, it does provide a comprehensive step-by-step to understanding and implementing a workable JIT process. Perhaps the most valuable contribution of the book is the way it demonstrates that JIT processes can coexist with MRP effectively. Sandras defines those functions that need to be incorporated in the MRP System to most effectively interface with and support JIT. However, he also describes how the MRP System can be manually augmented to allow their coexistence. But what I liked best was the practitioner's understanding of the problems facing the JIT implementer.

Good, mostly based on real life experiences
Gives a very good insight into JIT, making you aware of the zillion things manufacturing companies can (still!!) do to avoid waste. The book, however, does not prepare you for actual implementation. For that to happen, there is nothing to replace being an 'insider' in the manufacturing environment. ... Read more

Book Description

Recent changes to the ISO 9001:2000 international standards require that organizations must have an effective method of measuring customer satisfaction to achieve ISO certification. In addition to maintaining thorough documentation of each process, these organizations must also measure the effectiveness of that process, along with the consequences for the customers. Customer Satisfaction Measurement Simplified is the first book on the market specifically written to assist on attaining this requirement. Using graphics, charts, and real data with examples drawn from the author’s own experiences, Customer Satisfaction Measurement Simplified will guide you through the process of implementing a customer satisfaction measurement process to help your organization meet ISO 9001 certification. ... Read more

Reviews (2)

Tries too much and achieves too little
This book's premise seems simple enough. The 2000 ISO:9000 standards differ from previous ISO:9000 standards in that they require a greater focus on the customer. Companies going for certification need to demonstrate that they have systems in place for identifying customer needs, measuring the extent to which those needs are being met, and making improvements where necessary. At first glance, this book appears to be an attempt to help companies qualify for certification by explaining how to measure customer satisfaction in a way that satisfies the standard.

In an apparent attempt at simplification, the implicit assumption is made that the reader knows nothing about ISO standards or customer satisfaction measurement. Since customer satisfaction measurement relies on an understanding of research methods and statistics, there seems to be a similar assumption that the reader might not know anything about those either. And that's the crux of the problem. ISO standards, customer satisfaction, research methods and statistics are all big topics in their own right and deserving of at least a full book's worth of explanation.

I'm not sure that any single book could do justice to all of those topics simultaneously, but I know this one does not. I suspect that the amount of detail included would overwhelm a person who truly didn't know anything about any of those topics before picking it up. On the other hand, the book does not provide enough detail to be useful to those who do have knowledge of at least some of the topics. Also, the fact that so much is included would make it easy to lose the forest among the trees. For example, the section on reporting results is longer than the section on identifying customer requirements, but of course if you've done a bad job on the latter, the former is a waste of time.

To make matters worse, the book is cluttered with boxes and lists named things like 'step-by-step' and 'checkpoints.' These are interspersed throughout the text, and while they may have been an attempt at clarity or simplicity, the result is just the opposite. They make the book seem even more disjointed.

If you just want to know about measuring customer satisfaction, you would be much better off buying the book with that title by James H. Myers. If part of your reason for wanting to know about measuring customer satisfaction is to put systems in place to meet the ISO standard, you would be better off buying the Myers book plus one of the more recent general books about the ISO standards (since customer focus was one of the major changes to the standards, all new ISO books discuss this issue).

A major key to ISO 9001:2000 certification
There is a single sentence in the new ISO 9001:2000 requirements that makes this book essential: "Customer perception, as to whether customer requirements have been met, shall be monitored". This book's sole purpose is to provide you with ISO 9001-friendly techniques for meeting the requirements in that sentence. The author provides a clear, 7-step process for tackling that daunting task:

(1) Identify your customers.
(2) Identify their requirements. (Maps to ISO requirements 5.2, 7.2.1).
(3) Determine what you're going to measure, and how.
(4) Measure satisfaction based on step 3. (Maps to ISO requirement 8.2.1).
(5) Analyze the data. (Maps to ISO requirement 8.4).
(6) Report the results.
(7) Communicate the results and employ continuous improvement methods. This complies with the change from the 1994 version in that continual improvement is now required, where it was only implied in the 1994 version.

What makes this book so valuable is that it reduces the complexities for meeting each of the requirements using the process to a series of steps in each process stage. Each chapter contains a summary of the goals, then gives step-by-step procedures needed to attain the goals, and identifies the deliverables that must be produced. This sounds simple on the surface. In reality implementing customer satisfaction requirements management, measurement and continuous improvement is a complex undertaking that not only touches virtually all parts of an enterprise, but also mandates a change in corporate culture.

Additional value in the form of worksheets and checklists covered in the appendices (and provided in electronic format on the CD ROM) make this book absolutely essential to any company that is pursuing certification (or are re certifying under the 2000 version).

Additional features of this book include: the author's extensive experience in customer satisfaction management is condensed into this reasonably short book, the book layout makes it easy to follow and find information, and the straightforward manner in which necessary information is presented. This is the only book, to the best of my knowledge, that solely focuses on this aspect of ISO 9001:2000. Fortunately, it covers all of the essentials and leads you step-by-step through the process of meeting this important set of requirements. I personally believe that it's the key to getting certified under the 2000 requirements because of the scope and magnitude of effort that is required to comply with a seemingly innocuous requirement that can be a major barrier to achieving certification. ... Read more

Book Description

Maximizing ROI on Software Development explains how to execute best quality software development and testing while maximizing business value. It discusses Applied ROI in the context of methodologies such as Agile and Extreme Programming, and traditional methodologies including Six Sigma, the Capability Maturity Model® (CMM®), Total Cost of Ownership (TCO), and Product Line Models (PLM). The text discusses what is important in global terms and details how best to choose teams and partners, including outsourcers, and how to employ the latest tools and technologies. It provides models, metrics, and detailed case studies to improve current and future development projects, whether in house or outsourced, near shore or off-shore. The book offers perspectives on how quality improvement through software quality assurance (SQA) testing, planning, and execution is a powerful and effective route toward maximizing return on investment.

Divided into seven chapters, this friendly and informative guide can be read quickly, then used as a reliable reference by team leaders and members. It begins by reviewing software development, tools, and methodologies, followed by an examination of how development, maintenance, and integration have become more complex and will continue to do so. The book discusses best practices for managing this complexity and explores the business case for maximizing ROI.

The text then provides a comprehensive analysis of ROI from several perspectives, covering nomenclature, project success and failure, mathematics, processes, work products, and techniques. It details how to make global teams successful and how to evaluate Applied ROI implementation, and it includes case studies for wireless, enterprise, and CRM systems. ... Read more

Reviews (1)

Product Development and Design for Manufacturing
A VERY USEFUL BOOK FOR EVERY DESIGN MANAGER AS IT SHOWS THE SUCCESS RATE OF PRODUCTS .A VERY CONVINCING BOOK INDEED ... Read more

Book Description

The concept of the Balanced Scorecard has become increasingly popular in the global business world as a tool for balancing business strategy with financial concerns, customer care, internal business processes, and learning and growth. This book focuses on the hands-on experiences of companies across a broad range of organizations at both operational and board level. Drawn from cases in the UK, Europe, the United States, and Japan, the book shows that though Balanced Scorecard has been adopted widely, it is practiced in different forms and with varying degrees of success. Making Scorecards Actionable helps in creating and communicating a total comprehensive strategy to all organizational members from the top down.
* Provides a long-term view of what the company's strategic objectives really are.
* Shows how to make use of knowledge gained through experience.
* Demonstrates the required flexibility of such a system to cope with the fast-changing business environment.
* This book provides a practice-based follow on from the successful Performance Drivers by Olve, Roy and Welter (0471 986232)
Readership: Operational managers, consultants, and business students. ... Read more

Book Description

An Industrial Engineer Magazine 2003 Engineer's Bookshelf selection! ... Read more

Reviews (2)

Wriiten for Implementers
Michel Baudin has written a very concise book on the subject of Lean assembly. So many authors tend to focus on the planning and motivation of the subject; this book delves into the practical implementation of Lean in an assembly process and presents the tools to do it.

I've used the concepts with my clients - they work! Mr. Baudin has an in-depth knowledge of the subject matter which will benefit all practitioners.

Lean Assembly
This excellent book should be read by all who are involved in lean systems. It is written with the practitioner in mind and is full of the type of information that you would expect from an experienced consultant such as M. Baudin. This well developed book shows practical tools and techniques that are not found in other lean books. For example, chapter 2 shows how to use Product-Quantity analysis for production layout. This important tool is virtually ignored in the current popular lean literature. Another one of the strengths of this book is that the author discusses how the different lean tools should be applied in different manufacturing settings. For example, he recognizes the differences between automotive assembly and electronic assembly and shows what will and will not work in these different settings. So, no matter what your product is or your production volume, you will find this book to be invaluable. If you only read one book on lean manufacturing, this should be it. So many of the current books on lean manufacturing are written at such a high level that they are virtually useless to those who must actually design and operate a lean manufacturing system. Baudin's book will help you implement lean, not just talk about it. ... Read more