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Best Practices: Building Your Business with Customer-Focused Solutions Paperback – May 18, 2000

by Arthur Andersen (Author), Robert Heibeler (Author), Thomas B. Kelly (Author),

3.8 11 ratings

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What makes the world's top companies so adept at providing stellar customer service? How do they meet the needs of every customer and still turn healthy profits? And, most important, how can you adapt their practices to fit your business?
Thanks to over six years of ongoing research and an investment of $30 million, Arthur Andersen has created its Global Best Practices Database to uncover breakthrough thinking at world-class companies. Now, in Best Practices, Arthur Andersen for the first time shares its understanding of how more than forty best-practices companies focus on their customers, create growth, reduce cost, and increase profits. Managers of any business in any industry can adapt and apply what those companies do best.
Unlike most books based merely on an author's own theories or limited anecdotal experience, Best Practices is backed up by 30,000 pages of active, documented data on hundreds of companies worldwide. This book concentrates primarily on customers and how to involve them in everything from the design of products and services to marketing, selling, and product delivery.
Perhaps the greatest value of the book lies in its linking of best practices to business processes, thereby encouraging managers to expand their thinking and engage in creative problem-solving with the help of insights from companies inside or outside their own industry For example, the manager of a clothing store chain can study how Federal Express adapted the concept of just-in-time manufacturing to its rapid delivery of parts between supplier and customer. The owner of a small coffee shop chain might learn from American Express and Peapod how to target customers by offering particular products and predicting exactly when they will make their next purchases.
These and other examples will help business people diagnose the processes in place at their own companies and determine how best to improve them. Comprehensive and on the cutting edge, Best Practices will serve as an invaluable information resource.

Editorial Reviews

About the Author

Robert Hiebeler is the Managing Director of KnowledgeSpace, Arthur Andersen's innovative approach to leveraging knowledge for its professionals and its clients. Over the past five years he has pioneered the development and deployment throughout Arthur Andersen of the Global Best Practices Knowledge Base, an effort that has captured best practices information from around the world in key business processes. In addition to implementing several productivity and quality Initiatives within Arthur Andersen he has consulted with hundreds of companies worldwide about the search for, and implementation of, best practices to improve business performance. He lives in Chicago, Illinois.

Product details

Publisher ‏ : ‎ Touchstone (May 18, 2000)
Language ‏ : ‎ English
Paperback ‏ : ‎ 240 pages
ISBN-10 ‏ : ‎ 068484804X
ISBN-13 ‏ : ‎ 978-0684848044
Item Weight ‏ : ‎ 11.1 ounces
Dimensions ‏ : ‎ 5.5 x 0.6 x 8.5 inches

Best Sellers Rank: #6,393,821 in Books (See Top 100 in Books)
- #2,986 in Quality Control (Books)
- #3,519 in Business Encyclopedias
- #3,984 in Customer Relations (Books)

Customer Reviews:
3.8 11 ratings

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3.8 out of 5

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Rolf Dobelli

Packed With Knowledge!

Reviewed in the United States on July 20, 2001

Arthur Andersen executives Robert Hiebeler, Thomas B. Kelly, and Charles Ketteman have brought the company's "Global Best Practices" program to book format. They tell you how to adapt any company's best practices to your business. They highlight dozens of examples from the thousands that they have collected for Andersen's popular database. The authors take a direct, no-frills approach to presenting their ideas and information, and concentrate on case histories that give you plenty of details. This makes the book highly useful, clear, and free of useless jargon, so we [...] recommend it to people at all levels in any business. You are bound to find some useful gems.

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C. S. Lee

An Excellent Collection of Best Business Practices

Reviewed in the United States on July 29, 1998

Verified Purchase

After getting past the sales and marketing pitches, the book began to provide a number of interesting examples of Best Business Practices. I would have liked to have seen more Best Practices provided. I was extremely disappointed with the blatant sales and marketing that was thrown in.

Helpful

kkant@singnet.com.sg

A Book of Ideas for Creativity & Innovation

Reviewed in the United States on March 6, 2001

A useful text with numerous examples to motivate and encourage your team to get creative and innovative. Useful to owners of small businesses and entrepreneurs to understand how the big organisations succeed. It is little things that could be done for big returns. With the focus on simple things like benchmarking and audit, understanding markets, products and services, it brings all together on winning customers. I have often trawled this book for best practices from time to time and without fail, I have found often new insight and ideas each time I flipped through it. Its a kind of book you may want to read and dip into from time to time for ideas to spark your creativity! The best practice agenda & top ten diagnostic questions at the end of each chapter are useful tools to develop your own best practices.

3 people found this helpful

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Ramsundar Lakshminarayanan

The book is pregnant with motivating examples

Reviewed in the United States on July 11, 2000

The books quotes numerous examples. That's what the book is all about.
Readers may use these as foundation point for implementing best practises in their own companies. Different companies have different situations.
These ideas motivate one to perform well, often to surge ahead of the competition. Gives you the adrenaline pump to come out with the best.
The importance of value-chain is emphasized by quoting examples of companies such as Lexus which managed continuity of service despite problems in plants of its suppliers.
Readers have to be cautioned that this book is not a panacea to customer-service problems.
Customer Service is not a mere toll-free number. A reader will realise this and much more by reading this book.

One person found this helpful

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Abe WalkingBear Sanchez armg@rmi.net

old stuff

Reviewed in the United States on March 9, 1999

This book should have been titled "Best Practices,as Understood by AA". While there's good information on how others have focused on giving customers what they want, when they want it, where they want it and how they want; there's little new ground covered. Rather than looking inward to AA people for "Best Practices" the authors should have sought out cutting edge solutions and provided ways to implement. The promblem with corporate inbreeding is that you limit the intellectual gene pool.

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cc49361@clientes.cclub.es

A great guide on what really means "best-practice"

Reviewed in the United States on April 14, 1998

I think the main advantage of this book is providing a clear and easy way to approach what best-practice really means, specially when here, in Europe, we usually make very complex model from everything. A useful reading for consultants which in our continent are creating a very confusing best-practice consulting tools. The best: the idea of customer-center best-practices (better than all this re-engineering radical tools that fail most of times).

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Tiago de Jesus

Own a piece of History!

Reviewed in the United States on March 5, 2008

How delightful isn't it to have a pre-Enron Arthur Andersen "best practices" book?

Thanks to history, this book is packed with self-referencing, cryptic, and totally unintended irony and wit.

One person found this helpful

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SNorris

Real direction for customer satisfaction

Reviewed in the United States on March 11, 1998

This book truly explains how best practices can be applied to any organization that wants to increase customer satisfaction and revenues. It does this with case studies of some of the leading companies in the world. Enjoyable reading and easy to follow.

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