Value-profit chain

Author: James Heskett (USA)
Publisher:
Publish Date: 2005-09-01
Features: "This is an important book. Through careful arguments and patiently presented evidence, it guides readers to deeply understand the authoritative truths of success factors, all organized into a ready-made framework." — David Meister, Chairman of Meister Associates "The Value Chain of Profit avoids clichés and haphazardly mixed real-world management examples. It brings the focus on customers to a higher level. Effectively demonstrates how organizations can achieve greater returns by linking the success of their employees to the needs of their customers." — Lorenzo Zambrano, Chairman and CEO of Cemex, Mexico "This is a truly insightful book that provides an important entry into strengthening customer rights and binding performance, offering methods that allow organizations to achieve financial balance while maintaining a high-performance culture." — Colleen Barrett, Chairman and CEO of Southwest Airlines
Through years of research on the success models of excellent companies, the author proves that close attention to the employee-customer relationship can make organizations low-cost suppliers and achieve further results. Today, employees' satisfaction, loyalty, and commitment greatly influence tomorrow's customer satisfaction, loyalty, and commitment, and ultimately affect the organization's profitability and growth. This series of interconnected relationships is the Value Chain of Profit. This book explains how to leverage the Value Chain of Profit: to achieve profitability at the lowest cost while maintaining growth; to achieve balance through financing; to deliver tailored products and services through process quality management.