Building a Chain of Customers
posted in Engineering |Linking Business Functions to Create World Class Company
There is a Indian proverb which says ‘ if you want learn something, learn from a master’. So when you want to learn about how to create a world class company, there is no better ‘master’ to learn from than Richard Schonberger. In this path breaking and landmark book Schonberger introduces a powerful new concept: that the many links between and within the four main business functions – design, operations, accounting and marketing – forms a continuous ‘chain of customers’ that extends to those who buy the product or service. In this book Schonberger shows that how everyone is a customer and has a customer.
So if every person, department or function in an organization start treating their counterparts as customers and give them the same attention, respect and care that is usually reserved to the customers, then the organization will soon become world class. In this book Schonberger redefines and extends the meaning of the word customer and gives it a new meaning. According to him an organization will succeed when it has succeeded in building a chain of customers, both inside and outside the organization.
This book is a good read of managers and engineers in charge of manufacturing, design, marketing and for Management and Engineering (especially Industrial Engineering and Production) students. This is a well designed, referenced and produced book.
Book Details:
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Author(s): Richard J. Schonberger
Publisher: Free Press
Edition & Year: First, 1990
ISBN: 0029279917
Cover & Page Count: Hardcover, 349 pages
You can order online at Amazon.