Skip to main content

Humanities, Social Science and Language


Digital Products


Connect®
Course management and student learning tools backed by great support.

McGraw Hill GO
Greenlight learning with the new eBook+

ALEKS®
Personalize learning and assessment

ALEKS® Placement, Preparation, and Learning
Achieve accurate math placement

SIMnet
Ignite mastery of MS Office and IT skills

McGraw Hill eBook & ReadAnywhere App
Get learning that fits anytime, anywhere

Sharpen: Study App
A reliable study app for students

Virtual Labs
Flexible, realistic science simulations

AI Reader
Encourage Discovery, Boost Understanding

Services


Affordable Access
Reduce costs and increase success

Learning Management System Integration
Log in and sync up

Content Collections powered by Create®
Curate and deliver your ideal content

Custom Courseware Solutions
Teach your course your way

Education for All
Let’s build a future where every student has a chance to succeed

Business Program
Explore business learning solutions & resources

Professional Services
Collaborate to optimize outcomes

Remote Proctoring
Validate online exams even offsite

Institutional Solutions
Increase engagement, lower costs, and improve access for your students

Evergreen
Updated, relevant materials—without the hassle.

Support


General Help & Support Info
Customer Service & Tech Support contact information

Online Technical Support Center
FAQs, articles, chat, email or phone support

Support At Every Step
Instructor tools, training and resources for ALEKS, Connect & SIMnet

Instructor Sample Requests
Get step by step instructions for requesting an evaluation, exam, or desk copy

Platform System Check
System status in real time

Customer-Driven Operations Management: Aligning Business Processes and Quality Tools to Create Operational Effectiveness in Your Company

ISBN10: 007160832X | ISBN13: 9780071608329

Customer-Driven Operations Management: Aligning Business Processes and Quality Tools to Create Operational Effectiveness in Your Company
ISBN10: 007160832X
ISBN13: 9780071608329
By Christopher Ahoy

Step 1 . Download Adobe Digital Editions to your PC or Mac desktop/laptop.

Step 2. Register and authorize your Adobe ID (optional). To access your eBook on multiple devices, first create an Adobe ID at account.adobe.com. Then, open Adobe Digital Editions, go to the Help menu, and select "Authorize Computer" to link your Adobe ID.

Step 3. Open Your eBook. Use Adobe Digital Editions to open the file. If the eBook doesn’t open, contact customer service for assistance.

The global economy is witnessing previously unseen levels of competitiveness, forcing business leaders to contend with unprecedented challenges. No longer can companies seize and hold a customer base by operating adequately. In order to enjoy a competitive advantage, an organization must operate at exemplary levels of performance in every facet of business and maintain that degree of excellence indefinitely. This is achieved through careful alignment of operational systems and the use of innovative process management initiatives. “Unless an organization is uniquely qualified to deal with its customers by understanding its own strengths and weakness,” writes internationally renowned operational management expert Christopher K. Ahoy, “it will be unable to understand what is required to move from the current paradigm of doing business.” In Customer-Driven Operations Management, Ahoy distills the most current business theories and practices that will help you weed out and eliminate operational inefficiencies and put in place the necessary metrics for providing products and services better, cheaper, and faster than ever. Ahoy walks you through the steps of creating a world-class organization, which include Mapping your company's processes to target weak points Realigning management systems from functional to process-focused Setting benchmarks throughout the process to help quantify levels of success Establish a system of knowledge management for the seamless alignment of teams and departments Improving process management using Lean, Six Sigma, and other methodologies Create a sound strategic planning initiative to eliminate future surprises With diagrams and figures to highlight salient points, Customer-Driven Operations Management clarifies and simplifies the otherwise daunting task of enacting major changes in your company's operations systems.

Ch 1: Creating a World Class Awareness
Ch 2: World Class Drivers: Attitude, Process, Tools
Ch 3: Where to Start: Process Model Diagram
Ch 4: Stages of Change: Reassessment of Values
Ch 5: Levels of Development: Process Mastery, Data Mastery, Supply Chain Mastery, Innovation & Differentiation
Ch 6: The Customer: Customer Value Analysis
Ch 7: Customer Focus: The Three Customer Paradigms
Ch 8: Organization Design: A Focus on Quality Initiatives, High-Level Performance, Productivity
Ch 9: Metrics: Measures and Drivers in Project Management
Ch 10: Systems Approach and Filling the Gaps: Systems Engineering & Gap Analysis
Ch 11: Quality Tools: Balanced Scorecard, Benchmarking, Lean, Six Sigma, TQM, TRIZ
Conclusion: Trends Leading into a World Class

Journey

Need support?   We're here to help - Get real-world support and resources every step of the way.

Top