Download or read book Unlocking the Customer Value Chain written by Thales S. Teixeira and published by Currency. This book was released on 2019-02-19 with total page 352 pages. Available in PDF, EPUB and Kindle. Book excerpt: Based on eight years of research visiting dozens of startups, tech companies and incumbents, Harvard Business School professor Thales Teixeira shows how and why consumer industries are disrupted, and what established companies can do about it—while highlighting the specific strategies potential startups use to gain a competitive edge. There is a pattern to digital disruption in an industry, whether the disruptor is Uber, Airbnb, Dollar Shave Club, Pillpack or one of countless other startups that have stolen large portions of market share from industry leaders, often in a matter of a few years. As Teixeira makes clear, the nature of competition has fundamentally changed. Using innovative new business models, startups are stealing customers by breaking the links in how consumers discover, buy and use products and services. By decoupling the customer value chain, these startups, instead of taking on the Unilevers and Nikes, BMW’s and Sephoras of the world head on, peel away a piece of the consumer purchasing process. Birchbox offered women a new way to sample beauty products from a variety of companies from the convenience of their homes, without having to visit a store. Turo doesn't compete with GM. Instead, it offers people the benefit of driving without having to own a car themselves. Illustrated with vivid, indepth and exclusive accounts of both startups, and reigning incumbents like Best Buy and Comcast, as they struggle to respond, Unlocking the Customer Value Chain is an essential guide to demystifying how digital disruption takes place – and what companies can do to defend themselves.

Download or read book Building a Chain of Customers written by Richard J. Schonberger and published by Simon and Schuster. This book was released on 2010-05-11 with total page 352 pages. Available in PDF, EPUB and Kindle. Book excerpt: Richard Schonberger, in his fourth and most important book yet, introduces a powerful new concept: that the many links between and within the four main business functions -- design, operations, accounting, and marketing -- form a continuous "chain of customers" that extends to those who buy the product or service. Everyone has a customer -- the next department, office, shop, or person -- at the hundreds of pioneering companies Schonberger has studied throughout the world. Schonberger demonstrates the universality of customer wants: Both the next and final customers want ever better quality, quicker response, greater flexibility, and lower cost. This condition provides a common strategy and calls for common methods to be used across the organization. Every employee is a data gatherer and analyst, unearthing more and better ways to provide for these customers' wants -- before the competition does so. As the new thinking and methods permeate every comer of the firm, they topple departmental walls and adjust gang-like mind-sets and "them-versus-us" attitudes. Performance is no longer measured by internal costs but by improvement as seen by the next customer; direct control of causes generally replaces after-the-fact control of costs. Design is brought out of isolation. Finally, with the rest of the firm reoriented toward customer service, marketing escapes from a "negative" mode -- covering up for failures -- to a positive one -- crowing about the firm's competence and ability to improve. With the close attention to detail for which he has become famous, Schonberger constructs a blueprint for unifying corporate functions, brilliantly describing the new microcosms that will make up the company of the 1990s -- focused teams of multi-skilled, involved employees arranged according to the way the work flows or the service is provided -- that compose the chain of customers. Aetna, for example, is organizing customer-focused teams that cut across underwriting and the administrative functions. At Hewlett-Packard, teams of marketing, manufacturing, and R&D people have already gone through several iterations of "activity-based costing", which provides product designers with previously unavailable data for shaving costs throughout product life cycles. And at Du Pont, even production people on the factory floor are involved in assessing competitors' product quality and probable costs and methods. Through these and hundreds of other real company examples, Schonberger shows how the customer-driven chain of action leads directly to the kinds of bottom-line performance that have been so elusive to executives who manage at a distance "by the numbers" -- namely, higher profits, greater security, and gains in market share at the expense of the laggard competion.

Download or read book Building a Chain of Customers written by Richard J. Schonberger and published by . This book was released on 1990 with total page 349 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Supply Chain Transformation Building and Executing an Integrated Supply Chain Strategy written by J. Paul Dittmann and published by McGraw Hill Professional. This book was released on 2012-08-11 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: STREAMLINE OPERATIONS AND DELIVER MORE VALUE THAN EVER WITH A STRONG SUPPLY CHAIN STRATEGY "Dittmann’s thoughtful approach and real-world examples make this book is an excellent resource for anyone in the supply chain field, whether a beginner or an executive seeking a better framework for the existing supply chain strategy." -- Dave Clark, Vice President, Global Customer Fulfillment, Amazon "A practical approach for developing and implementing breakthrough customer-driven integrated supply chain strategies designed to generate best in class operating and financial performance for any enterprise." -- Paul H. Trueax III, Vice President, North America Customer Services and Logistics, Colgate Palmolive "An effective supply chain strategy can have a huge impact on all of the stakeholders of the organization. This book lays out nine clear and concise steps that are very helpful as your company starts this critical process." -- Bill Hutchinson, Vice President, Global Supply Chain and Fulfillment, Dell "Dittmann's book lays out a customer-driven, case-derived nine-step method for creating and implementing a transformational supply chain strategy. It is a must-read for any supply chain professional developing or refreshing a supply chain strategy." -- Reuben Slone, Senior Vice President, Supply Chain, Walgreens

Download or read book Surviving Supply Chain Integration written by National Research Council and published by National Academies Press. This book was released on 2000-03-23 with total page 162 pages. Available in PDF, EPUB and Kindle. Book excerpt: The managed flow of goods and information from raw material to final sale also known as a "supply chain" affects everythingâ€"from the U.S. gross domestic product to where you can buy your jeans. The nature of a company's supply chain has a significant effect on its success or failureâ€"as in the success of Dell Computer's make-to-order system and the failure of General Motor's vertical integration during the 1998 United Auto Workers strike. Supply Chain Integration looks at this crucial component of business at a time when product design, manufacture, and delivery are changing radically and globally. This book explores the benefits of continuously improving the relationship between the firm, its suppliers, and its customers to ensure the highest added value. This book identifies the state-of-the-art developments that contribute to the success of vertical tiers of suppliers and relates these developments to the capabilities that small and medium-sized manufacturers must have to be viable participants in this system. Strategies for attaining these capabilities through manufacturing extension centers and other technical assistance providers at the national, state, and local level are suggested. This book identifies action steps for small and medium-sized manufacturersâ€"the "seed corn" of business start-up and developmentâ€"to improve supply chain management. The book examines supply chain models from consultant firms, universities, manufacturers, and associations. Topics include the roles of suppliers and other supply chain participants, the rise of outsourcing, the importance of information management, the natural tension between buyer and seller, sources of assistance to small and medium-sized firms, and a host of other issues. Supply Chain Integration will be of interest to industry policymakers, economists, researchers, business leaders, and forward-thinking executives.

Download or read book Competitive Advantage written by Michael E. Porter and published by Free Press. This book was released on 2004-01-01 with total page 592 pages. Available in PDF, EPUB and Kindle. Book excerpt: Now beyond its eleventh printing and translated into twelve languages, Michael Porter’s The Competitive Advantage of Nations has changed completely our conception of how prosperity is created and sustained in the modern global economy. Porter’s groundbreaking study of international competitiveness has shaped national policy in countries around the world. It has also transformed thinking and action in states, cities, companies, and even entire regions such as Central America. Based on research in ten leading trading nations, The Competitive Advantage of Nations offers the first theory of competitiveness based on the causes of the productivity with which companies compete. Porter shows how traditional comparative advantages such as natural resources and pools of labor have been superseded as sources of prosperity, and how broad macroeconomic accounts of competitiveness are insufficient. The book introduces Porter’s “diamond,” a whole new way to understand the competitive position of a nation (or other locations) in global competition that is now an integral part of international business thinking. Porter's concept of “clusters,” or groups of interconnected firms, suppliers, related industries, and institutions that arise in particular locations, has become a new way for companies and governments to think about economies, assess the competitive advantage of locations, and set public policy. Even before publication of the book, Porter’s theory had guided national reassessments in New Zealand and elsewhere. His ideas and personal involvement have shaped strategy in countries as diverse as the Netherlands, Portugal, Taiwan, Costa Rica, and India, and regions such as Massachusetts, California, and the Basque country. Hundreds of cluster initiatives have flourished throughout the world. In an era of intensifying global competition, this pathbreaking book on the new wealth of nations has become the standard by which all future work must be measured.

Download or read book The Service Profit Chain written by James L. Heskett and published by Simon and Schuster. This book was released on 1997-04-10 with total page 345 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Download or read book Customer Anchored Supply Chains written by Gary Flaharty and published by Archway Publishing. This book was released on 2015-06-29 with total page 262 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer-Anchored Supply Chains introduces oilfield service executives to the twin concepts of customer-anchored supply chains and customer-applications as important concepts for setting supply-chain strategy to build sustainable competitive advantage. Written for the executive responsible for leading the supply chain organization, Customer-Anchored Supply Chains presents leading practices for supply chain, proven in many other industries, in straightforward terms, showing the applicability to the oilfield service industry. The Customer-Anchored Supply Chain: Takes ownership for the broad supply chain from its suppliers suppliers to its customers customers. Segments its business by customer-application to focus its efforts on providing the products and services its customers value as captured in critical success factors. Sets its strategic goals to simultaneously achieve supply-chain imperatives (HS&E and quality), shareholder-driven goals, and customer-anchoring goals. Drives customer requirements deep into the sales and operations planning, manufacturing, and procurement processes. Implements supply-chain initiatives to tighten the links in the supply chain value stream to deliver the products and services the customer wants in short lead times, at the lowest cost and with less inventory. Delivers on the promise of building sustainable competitive advantage.

Download or read book Supply Chain Strategies Customer Driven and Customer Focused written by Tony Hines and published by Routledge. This book was released on 2004-08-18 with total page 416 pages. Available in PDF, EPUB and Kindle. Book excerpt: Supply Chain Strategies: Customer Driven and Customer Focused highlights the main challenges facing organizations wanting to select, design and implement successful supply chain strategies in an increasingly global and competitive environment. The text features discussion questions at the end of each chapter to promote learning, and numerous industry examples to ilustrate key concepts within chapters. Each chapter discusses the issues in relation to previous literature, contemporary practices and the lesson to be learned from different industries where successful management of supply chains has improved organizational and industry level profitability. The text includes a number of industry examples, thereby giving a wide-ranging approach to the topic.

Download or read book Introduction to Business written by Lawrence J. Gitman and published by . This book was released on 2023-05-19 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Superior Customer Value written by Art Weinstein and published by Routledge. This book was released on 2018-12-07 with total page 230 pages. Available in PDF, EPUB and Kindle. Book excerpt: Superior Customer Value is a state-of-the-art guide to designing, implementing and evaluating a customer value strategy in service, technology and information-based organizations. A customer-centric culture provides focus and direction for an organization, driving and enhancing market performance. By benchmarking the best companies in the world, Weinstein shows students and marketers what it really means to create exceptional value for customers in the Now Economy. Learn how to transform companies by competing via the 5-S framework – speed, service, selection, solutions and sociability. Other valuable tools such as the Customer Value Funnel, Service-Quality-Image-Price (SQIP) framework, SERVQUAL, and the Customer Value/Retention Model frame the reader’s thinking on how to improve marketing operations to create customer-centered organizations. This edition features a stronger emphasis on marketing thinking, planning and strategy, as well as new material on the Now Economy, millennials, customer obsession, business models, segmentation and personalized marketing, customer experience management and customer journey mapping, value pricing, customer engagement, relationship marketing and technology, marketing metrics and customer loyalty and retention. Built on a solid research basis, this practical and action-oriented book will give students and managers an edge in improving their marketing operations to create superior customer experiences.

Download or read book Reinventing the Supply Chain Life Cycle written by Marc J. Schniederjans and published by FT Press. This book was released on 2012-11-20 with total page 660 pages. Available in PDF, EPUB and Kindle. Book excerpt: Optimize supply chains throughout their entire lifecycle: creation, growth, maturity, and decline! Reflecting up-to-the-minute "in-the-trenches" experience and pioneering research, this book illuminates the complex transformational processes associated with managing complex supply chains that incorporate multiple products and services within ever-changing networks. Marc J. Schniederjans and Stephen B. Legrand walk you through: starting, creating, and building new supply chains; then, realigning those supply chains for growth, adjusting to dynamic change, readjusting networks, building flexibility, and managing new supply chain risks. Next, they offer practical, realistic guidance for realigning "mature" supply chains, innovating, controlling costs; and smoothly managing declining demand. Throughout, they offer invaluable insights and tools for negotiating, measuring performance, anticipating change, improving agility and flexibility, meeting commitments to social responsibility and the law; and much more. Based on the authors' up-to-the minute supply chain experience and pioneering academic research, Reinventing the Supply Chain Life Cycle contains many real-world examples and interviews with executives from some of the world’s top organizations. It integrates content related to key certifications and offers valuable material that can be incorporated directly into existing supply chain practices, procedures, and policies.

Download or read book Building a Chain of Customers written by Richard Schonberger and published by Arrow. This book was released on 1990 with total page 349 pages. Available in PDF, EPUB and Kindle. Book excerpt: Richard Schonberger, in his fourth and most important book yet, introduces a powerful new concept: that the many links between and within the four main business functions -- design, operations, accounting, and marketing -- form a continuous "chain of customers" that extends to those who buy the product or service. "Everyone" has a customer -- the next department, office, shop, or person -- at the hundreds of pioneering companies Schonberger has studied throughout the world. Schonberger demonstrates the universality of customer wants: Both the next and final customers want ever better quality, quicker response, greater flexibility, and lower cost. This condition provides a common strategy and calls for common methods to be used across the organization. Every employee is a data gatherer and analyst, unearthing more and better ways to provide for these customers' wants -- before the competition does so. As the new thinking and methods permeate every comer of the firm, they topple departmental walls and adjust gang-like mind-sets and "them-versus-us" attitudes. Performance is no longer measured by internal costs but by improvement as seen by the next customer; direct control of causes generally replaces after-the-fact control of costs. Design is brought out of isolation. Finally, with the rest of the firm reoriented toward customer service, marketing escapes from a "negative" mode -- covering up for failures -- to a positive one -- crowing about the firm's competence and ability to improve. With the close attention to detail for which he has become famous, Schonberger constructs a blueprint for unifying corporate functions, brilliantly describing the new microcosms that will make up the company of the 1990s -- focused teams of multi-skilled, involved employees arranged according to the way the work flows or the service is provided -- that compose the chain of customers. Aetna, for example, is organizing customer-focused teams that cut across underwriting and the administrative functions. At Hewlett-Packard, teams of marketing, manufacturing, and R&D people have already gone through several iterations of "activity-based costing," which provides product designers with previously unavailable data for shaving costs throughout product life cycles. And at Du Pont, even production people on the factory floor are involved in assessing competitors' product quality and probable costs and methods. Through these and hundreds of other real company examples, Schonberger shows how the customer-driven chain of action leads directly to the kinds of bottom-line performance that have been so elusive to executives who manage at a distance "by the numbers" -- namely, higher profits, greater security, and gains in market share at the expense of the laggard competion.

Download or read book Food Supply Chain Management written by Madeleine Pullman and published by Routledge. This book was released on 2021-03-28 with total page 452 pages. Available in PDF, EPUB and Kindle. Book excerpt: This fully updated new edition of a respected text retains the original’s comprehensive and practical approach to food supply chain management, and introduces a global perspective and a wide range of new material. More than ever, this is the food supply chain management textbook. With an introduction that speaks to academic and non-academic audiences alike, the second edition of Food Supply Chain Management covers all-new topics such as cold chain management, “last mile” logistics, blockchain and traceability in the food supply chain, and the implications of global trade and climate change. Case studies examine the farm-to-table movement, sustainable co-ops, and more, with “quick facts” and mini-cases that are engaging and thought-provoking. This textbook is appropriate for upper-level undergraduate and postgraduate students of agricultural business, natural resources, and food science, as well as supply chain management students. Supporting online materials include lecture slides, test banks, and instructor manuals.

Download or read book Supply Chain Management For Dummies written by Daniel Stanton and published by John Wiley & Sons. This book was released on 2017-11-29 with total page 360 pages. Available in PDF, EPUB and Kindle. Book excerpt: Everyone can impact the supply chain Supply Chain Management For Dummies helps you connect the dots between things like purchasing, logistics, and operations to see how the big picture is affected by seemingly isolated inefficiencies. Your business is a system, made of many moving parts that must synchronize to most efficiently meet the needs of your customers—and your shareholders. Interruptions in one area ripple throughout the entire operation, disrupting the careful coordination that makes businesses successful; that's where supply chain management (SCM) comes in. SCM means different things to different people, and many different models exist to meet the needs of different industries. This book focuses on the broadly-applicable Supply Chain Operations Reference (SCOR) Model: Plan, Source, Make, Deliver, Return, and Enable, to describe the basic techniques and key concepts that keep businesses running smoothly. Whether you're in sales, HR, or product development, the decisions you make every day can impact the supply chain. This book shows you how to factor broader impact into your decision making process based on your place in the system. Improve processes by determining your metrics Choose the right software and implement appropriate automation Evaluate and mitigate risks at all steps in the supply chain Help your business function as a system to more effectively meet customer needs We tend to think of the supply chain as suppliers, logistics, and warehousing—but it's so much more than that. Every single person in your organization, from the mailroom to the C-suite, can work to enhance or hinder the flow. Supply Chain Management For Dummies shows you what you need to know to make sure your impact leads to positive outcomes.

Download or read book Customer Loyalty and Supply Chain Management written by Ivan Russo and published by Routledge. This book was released on 2017-08-03 with total page 135 pages. Available in PDF, EPUB and Kindle. Book excerpt: Many business-to-business (B2B) managers think that customers act rationally and base decisions mostly on price, customer loyalty isn’t considered. Companies outsource various activities, which enable them to improve efficiency, reduce costs, focus more on core competencies and improve their innovation capabilities. Supply Chain Management synchronizes the efforts of all parties—particularly suppliers, manufacturers, retailers, dealers, customers—involved in achieving customer’s needs. Despite much research, the relationship between customer loyalty and the supply chain strategy remains insufficiently explored and understood by practitioners and academics, while the theme has been extensively developed within marketing literature. Customer Loyalty and Supply Chain Management is the result of years of work by the authors on different projects concerning the overlapping areas of supply chains, logistics and marketing, drawing a connection between the literature to provide a holistic picture of the customer loyalty framework. Emphasis is given to the B2B context, where recent research has provided some clues to support the fact that investment in operations, new technologies and organizational strategy have had a significant role in understanding B2B loyalty, particularly in the context of global supply chains. Moreover, the book provides a modernized and predictive model of B2B loyalty, showing a different methodological approach that aims at capturing the complexity of the phenomenon. This book will be a useful resource for professionals and scholars from across the supply chain who are interested in exploring the dimension of customer loyalty in the challenging supplier and customer context.

Download or read book Understanding Value Chains written by Sarah Faust and published by . This book was released on 2020-04-23 with total page 321 pages. Available in PDF, EPUB and Kindle. Book excerpt: Understanding Value Chains first examines the process of the institutionalization of the main theoretical foundations of the global value chain since its conception in the academic field and, subsequently, in international organizations. The authors analyse the evolution of Mode 5 services jobs and salaries in the EU, assessing whether there are signs of functional upgrading and how it affects female jobs and the gender pay gap. The coffee global value chain is broken down into five segments: primary production, processing, trade, roasting, and marketing. An investigation of 34 Indonesian provinces was conducted in an effort to reformulate the policies relating to circular sustainable reverse logistics. Four new components: vision, mission, and managerial orientation; infrastructure capabilities; human resource and organizational commitment; and regulation are used to assess the readiness of each level of government. The authors discuss how, as the UK had no trade agreement with the African, Caribbean, and Pacific countries immediately after the referendum vote, this transition period presents an excellent opportunity to negotiate a new trade agreement. Value chain analysis is used to help understand how Guyana participates in the gold value chain, and to help develop appropriate policies to address its supply-side limitations. Guinéa-Bissau's position in the cashew value chain is assessed, and recommendations to address challenges are proposed. This compilation presents the agricultural value chain framework, introducing the main ideas of the system dynamics methodology and demonstrating the application of system dynamics modeling to a real-world case.