Customer Responsive Management

This book illustrates TQM concepts as they apply to service organizations where a product may or may not be involved. It addresses nine key management areas including cultivating relationships with customers and capacity management. An Introduction to Customer Responsiveness.

The Evolving Economic Focus: From Conquest to Relationship.

Why Should Organizations Be Responsive?.

Customer Responsiveness is Activity Based.

The Customer-Responsive Model.

Examples of Customer-Responsive Organizations.

The Customer Relationship Management Task.

Delivery Coordination Management Task.

Customer-Responsive Demand Economics.

Customer-Responsive Cost Economics.

Customer-Responsive Pricing.

The Customer-Responsive Organization.

Customer-Responsive Information Infrastructure.

Responsive Relationships.

The Evolving Business Focus: Production to Customer Responsiveness.

Index.

Frank W. Davis. Jr and Karl Manrodt are both Professors of Marketing, Logistics and Transportation, University of Tennessee, Knoxville, USA. Customer Responsive Management is part of an important new series designed to provide business and engineering students with a full understanding of the issues of Total Quality Management. The series will also be a valuable resource for practising managers and engineers.

Modern organizations perform different types of activities, each of which requires a different management approach from project management to production management to responsive management. This book considers the need for increased responsive management in a constantly changing business environment where customers are demanding specialized treatment and competition is forcing firms to be responsive in order to survive.

Customer Responsive Management integrates all the components of responsive management - the need to empower employees, the need for improved customer service - into a logical model which can be followed in order to achieve the management objectives of the responsive organization.