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Author: F. Barry Lawrence
Publisher: Natl Assn Wholesale-Distr
ISBN: 9781934014141
Category : Business & Economics
Languages : en
Pages : 196
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Book Description
With more than 120 exhibits, a Distributor Profitability Framework map, real-world examples, and a five-step Optimizing Distributor Profitability methodology with how-to-implement ideas and tools, this book presents a powerful weapon for wholesaler-distributors across various lines of trade to use to enhance shareholder value.
Author: F. Barry Lawrence
Publisher: Natl Assn Wholesale-Distr
ISBN: 9781934014141
Category : Business & Economics
Languages : en
Pages : 196
Get Book Here
Book Description
With more than 120 exhibits, a Distributor Profitability Framework map, real-world examples, and a five-step Optimizing Distributor Profitability methodology with how-to-implement ideas and tools, this book presents a powerful weapon for wholesaler-distributors across various lines of trade to use to enhance shareholder value.
Author:
Publisher: Natl Assn Wholesale-Distr
ISBN: 1934014311
Category : Distributors (Commerce)
Languages : en
Pages : 224
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Book Description
Author: Philipp Caspar Koch
Publisher: Springer Science & Business Media
ISBN: 3834998656
Category : Business & Economics
Languages : en
Pages : 340
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Book Description
Philipp Caspar Koch is making the attempt to outline with a model-shaping intent the way in which a deliberate choice and design of varying “institutional arrangements" is likely to operate as a device for optimizing net inflows from private investors.
Author: F. Barry Lawrence
Publisher: Natl Assn Wholesale-Distr
ISBN: 9781934014240
Category : Customer relations
Languages : en
Pages : 132
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Book Description
Author: Guy Blissett
Publisher: Natl Assn Wholesale-Distr
ISBN: 9781934014219
Category : Business & Economics
Languages : en
Pages : 212
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Book Description
Author: Thomas O'Connor
Publisher: Natl Assn Wholesale-Distr
ISBN: 9781934014226
Category : Business & Economics
Languages : en
Pages : 186
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Book Description
Author: Brent R. Grover
Publisher: Natl Assn Wholesale-Distr
ISBN: 9781934014158
Category : Physical distribution of goods
Languages : en
Pages : 252
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Book Description
Author: Jim Pancero
Publisher: Natl Assn Wholesale-Distr
ISBN: 9781934014189
Category : Distributors (Commerce)
Languages : en
Pages : 216
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Book Description
Author: Mike Marks
Publisher: Natl Assn Wholesale-Distr
ISBN: 1934014303
Category : Business & Economics
Languages : en
Pages : 137
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Book Description
Author: W. Earl Sasser
Publisher: Simon and Schuster
ISBN: 1439108307
Category : Business & Economics
Languages : en
Pages : 343
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Book Description
In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.
