Kundenzufriedenheit Im Industrieg Terbereich
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Kundenzufriedenheit
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Author : Hermann Simon
language : de
Publisher: Springer-Verlag
Release Date : 2013-07-02
Kundenzufriedenheit written by Hermann Simon and has been published by Springer-Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-07-02 with Psychology categories.
Langfristig resultiert der Erfolg eines Untemehrnens aus der uberlegenen Qualitat seiner Produkte oder Dienstleistungen gegenuber dem Wettbewerb. Viele Untemehrnenslei tungen meinen freilich noch immer, Qualitat lasse sich vor allem durch strenge Kontrol len gewiihrleisten. Falsch -der wirkungsvollere Ansatz besteht darin, Qualitat von vom herein, yom Entwurfstadium an, konsequent in die Produkte einzubauen. Die Japaner haben das beispielhaft vorexerziert. Fur die Aufgabe Qualitatssicherung nahrnen sie nicht nur die Fertigung, sondem das ganze Untemehmen in die Pflicht -yom Markting bereich uber F & E, Beschaffung und Fertigung bis zum Kundendienst. Kemstiick dieses radikalen Qualitatsdenkens bildet die Einsicht, daB Produktqualitat zwar auch objektiv gemessen werden kann, letztlich aber der Kunden uber Produktakzeptanz und mithin Markterfolg entscheidet. Daher wurde unbedingte Kundenorientierung die Grundlage japanischer Qualitatsanalysen. Eine besonders ausgefeilte Technik der Qualitatssiche rung stellt "Quality Function Deployment" (QFD) dar: Uber eine Kette von Tabellen und Diagrammen werden hierbei Qualitatseinschatzungen der Kunden gezielt in Pro dukteigenschaften und diese wiederurn in bestimmte Anforderungen an Produktion und Montage ubertragen. Digital Equipment, Hewlett-Packard, AT & T sowie ITT haben damit begonnen, Ford und General Motors verwenden es bereits -allein bei Ford gibt es inzwischen mehr als 50 Anwendungsfelder. Gemeint ist das grundlegende Managementinstrurnent zur Quali tatssicherung, die Technik des "House of Quality", bekannt geworden unter der Be zeichnung Quality Function Deployment (QFD). Sie wurde erstmals 1972 auf der Werft von Mitsubishi Heavy Industries in Kobe praktiziert. Toyota und seine Zulieferer haben sie dann auf vielfaltige Weise weiterentwickelt
Factory Planning Manual
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Author : Michael Schenk
language : en
Publisher: Springer Science & Business Media
Release Date : 2009-10-29
Factory Planning Manual written by Michael Schenk and has been published by Springer Science & Business Media this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-10-29 with Technology & Engineering categories.
The central purpose of this book is to impart knowledge, skills and practical - plementation methods for the planning and operation of adaptable production - cilities and factories. It addresses planning methods and procedures for various types of production facility up to and including entire factories, and is aimed at practicing factory planners and students alike. The book provides facts and demonstrates practical processes using case studies for the purposes of illustration, so that ultimately skills can be acquired that make independent practical implementation and app- cation possible. It is based on up-to-the-minute practical experience and univ- sally applicable knowledge of the planning and technological design of adaptable production facilities (manufacturing and assembly) and factories. In comparison to existing, thematically-similar reference books, what is in- vative about this manual is that it provides the impulse for a more flexible pl- ning approach for the efficient design of adaptable production facilities using - sponsive, unconventional planning and organizational solutions. The book aims to provide a way of integrating systematic and situation-driven planning methods in a meaningful way. Situation-driven planning is becoming increasingly important to production facilities in these fast-moving times of change, in particular in terms of resource and energy efficiency. Existing technical and organizational course of action in terms of resources (both human and technical) need to be selected for the specific case at hand, and changes (to workshops, products, processes and equ- ment) need to be managed.
The Leadership Engine
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Author : Noel M. Tichy
language : en
Publisher: Pritchett & Hull Associates, Incorporated
Release Date : 1998
The Leadership Engine written by Noel M. Tichy and has been published by Pritchett & Hull Associates, Incorporated this book supported file pdf, txt, epub, kindle and other format this book has been release on 1998 with Business & Economics categories.
"This rapid-read handbook articulates the key concepts of the best-selling hardcover, The Leadership Engine: Building Leaders at Every Level, by Noel Tichy and Eli Cohen. Voted "one of the best business books of the year in 1997" by both BusinessWeek and Library Journal, it argues for making leadership development an embedded process in the way your organization operates."--Amazon
The End Of Advertising As We Know It
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Author : Sergio Zyman
language : en
Publisher: John Wiley & Sons
Release Date : 2002
The End Of Advertising As We Know It written by Sergio Zyman and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002 with Business & Economics categories.
The author looks at TV spots, branding, packaging, celebrity spokespeople, sponsorships, publicity and customer service.
Measuring And Improving Productivity In Services
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Author : Faridah Djellal
language : en
Publisher: Edward Elgar Publishing
Release Date : 2009-01-01
Measuring And Improving Productivity In Services written by Faridah Djellal and has been published by Edward Elgar Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-01-01 with Business & Economics categories.
The question of how to measure and improve productivity in services has been a recurrent topic in political debates and in academic studies for several decades. The concept of productivity, which was developed initially for industrial and agricultural economies poses few difficulties when applied to standardized products. The advent of the service economy contributed to call into question, if not the relevance of this concept, at least its definition and measurement methods. This book takes stock of the issues met by productivity in services on theoretical, methodological and operational levels. The authors examine various definitions of productivity and the main methods of its measurement. A survey of recent conceptual and methodological debates on the notion of productivity is also presented. A more operational and strategic perspective is then adopted in order to identify and analyze the main levers, factors and determinants for improving productivity and, more generally, the actual strategies adopted for this purpose in firms and organisations. Providing a deep understanding of the specific and underestimated performance processes within service industries, this book will be of great interest to those involved in industrial economics, management science and public administration.
Product Plus
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Author : Christopher H. Lovelock
language : en
Publisher: McGraw-Hill Companies
Release Date : 1994
Product Plus written by Christopher H. Lovelock and has been published by McGraw-Hill Companies this book supported file pdf, txt, epub, kindle and other format this book has been release on 1994 with Business & Economics categories.
Costs, to customers, he emphasizes, entail more than just money - they involve time, physical effort, and hassle, too. Innovation in service delivery requires rethinking the ways in which the firm and its customers interact and then reengineering traditional processes.
Handbook Of Business To Business Marketing
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Author : Lilien, Gary L.
language : en
Publisher: Edward Elgar Publishing
Release Date : 2022-07-15
Handbook Of Business To Business Marketing written by Lilien, Gary L. and has been published by Edward Elgar Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-07-15 with Business & Economics categories.
This path-breaking Handbook is targeted primarily at marketing academics and graduate students who want a comprehensive overview of the academic state of the business-to-business marketing domain. It will also prove an invaluable resource for forward-thinking business-to-business practitioners who want to be aware of the current state of knowledge in their domains.
Open And Closed Innovation
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Author : Philipp Herzog
language : en
Publisher: Springer Science & Business Media
Release Date : 2011-01-22
Open And Closed Innovation written by Philipp Herzog and has been published by Springer Science & Business Media this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-01-22 with Business & Economics categories.
Philipp Herzog develops a theoretical framework arguing that Open Innovation and Closed Innovation cultures need to be distinguished. The findings help firms cope with the challenges experienced in implementing the Open Innovation concept.
Methods In Service Innovation
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Author : Walter Ganz
language : en
Publisher:
Release Date : 2012
Methods In Service Innovation written by Walter Ganz and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012 with Organizational change categories.
In recent years there has been a growing tendency to regard service research as an independent academic discipline. However, the establishment of thereof is closely intertwined with methodological issues. But, What methodological foundations is the discipline built on? The book, which focuses on the field of service innovation, was launched precisely in order to study the discipline's methodological foundations and the need to develop and modify specific service research methods in the context of specific examples.
Latent Variable Path Modeling With Partial Least Squares
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Author : Jan-Bernd Lohmöller
language : en
Publisher: Springer Science & Business Media
Release Date : 2013-11-11
Latent Variable Path Modeling With Partial Least Squares written by Jan-Bernd Lohmöller and has been published by Springer Science & Business Media this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-11-11 with Business & Economics categories.
Partial Least Squares (PLS) is an estimation method and an algorithm for latent variable path (LVP) models. PLS is a component technique and estimates the latent variables as weighted aggregates. The implications of this choice are considered and compared to covariance structure techniques like LISREL, COSAN and EQS. The properties of special cases of PLS (regression, factor scores, structural equations, principal components, canonical correlation, hierarchical components, correspondence analysis, three-mode path and component analysis) are examined step by step and contribute to the understanding of the general PLS technique. The proof of the convergence of the PLS algorithm is extended beyond two-block models. Some 10 computer programs and 100 applications of PLS are referenced. The book gives the statistical underpinning for the computer programs PLS 1.8, which is in use in some 100 university computer centers, and for PLS/PC. It is intended to be the background reference for the users of PLS 1.8, not as textbook or program manual.