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

As a Quality professional overseeing the day-to-day operation and long-term strategic focus of an ISO9001:2008-based Business Management System, I’m always looking for practical, real-world ideas I can use to enhance my organization’s performance. As I have found over the years, there’s no absence of material in the published realm addressing organizational performance improvement, some of it eminently practical and truly implement-ready, and some… well… decidedly less so. And because we’re a service organization with no involvement with manufacturing in any way, I’ve found some material unsuitable for our somewhat unique environment. Then, almost out of the blue, comes a work like this, written by someone with real `street cred’ and the actual award-winning results to back it up.

Someone once stated `… Knowledge without practical application is useless…’, and I think it fair to say that’s an unstated subtext of this work.

Some years ago, I had an opportunity to meet Chris Ahoy, tour his operation at Iowa State University, and experience, first-hand, what I think are the truly spectacular results of his efforts and those of his team. We spent several hours together afterwards discussing the theories and concepts that eventually came together in this book. I was significantly impressed then — I remain significantly impressed now. In my view, what Chris has brought to the forefront has been driven by his real-world, hands-on experience, his inquisitive `how-does-this-work-and-how-can-it-work-better?’|continual improvement nature, and perhaps most important of all, his seemingly endless passion and enthusiasm for seeking excellence and modeling it in his organization and to all those with whom he interacts.

Bottom line? He’s the `real deal’ — a genuine `student of the game’ — and his insights documented here and elsewhere are ones I value highly. Without reservation, therefore, I recommend this book to anyone interested in developing a practical plan to help their organization achieve sustainable success.

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

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

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.

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