Competing Globally through Customer Value: The Management of Strategic Suprasystems

Competing Globally through Customer Value: The Management of Strategic Suprasystems

Competing Globally through Customer Value: The Management of Strategic Suprasystems

Competing Globally through Customer Value: The Management of Strategic Suprasystems

Synopsis

While emphasis on short-term profitability has been widely recognized as a serious handicap for companies competing internationally, Stahl and Bounds provide an in-depth analysis of why organizations structured around customer value will ultimately enjoy more profits, market share and customer loyalty than those based on short-term financial results. Customer value involves all areas of business management, and this work provides a breakthrough methodology for delivering it through new models in costing, product development, production and inventory control, process control, logistics management, marketing, finance, and human resources.

Excerpt

John Pepper President, the Procter & Gamble Company

When Greg Bounds and Mike Stahl asked me to write the foreword of this book, I readily agreed because I believe their work makes a significant contribution to understanding what we call Total Quality at Procter & Gamble.

Doctors Bounds and Stahl have done an excellent job of selecting, organizing, and editing chapters covering virtually every key aspect of Total Quality. They have obtained contributions from many industry leaders in their fields and have themselves contributed a great deal to the content of the book.

The Procter and Gamble Company made a formal commitment to the concept of Total Quality in 1986, when we first began to realize how much its principles could help us achieve our corporate goals. We have always been a company that has focused on serving the consumer. This focus is embodied in the first sentence of our corporate statement of purpose: "We will provide products of superior quality and value that best fill the needs of the world's consumers." We have found Total Quality to be a means of achieving this objective better than ever before.

It is helping us reach our objective by aligning everyone in the company to a far greater degree against meeting and exceeding the expectations of our consumers. Total Quality is also teaching us how we can serve consumers better by improving our systems and work processes. We are learning that "measurement systems" are essential to achieving improved quality and competitive advantage on a global basis. At Procter and Gamble, we have instituted tracking systems that are telling us how well we are satisfying the needs of our consumers and customers and how well our manufacturing plants support these needs in terms of their process reliability and outputs.

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