Quelli che seguono sono i libri, in inglese (selezionati da Amazon.com), che suggerirei come materiale di lettura per personale dell'Industria dei Servizi, allo scopo di comprendere meglio la filosofia della Performance World Class. Basta fare click sul titolo di ciascun libro per accedere ad ulteriori dettagli (come forniti da Amazon.com).
In Search of Excellence : Lessons from America's Best-Run Companies
by Thomas Peters
.........Peters and Waterman studied more than 43 successful American companies. The companies specialized in a number of areas: consumer goods, high technology, and services. What he discovered was that regardless of how different each company was, they shared eight basic principles of management that anyone can use on their way to success........
The Fifth Discipline : The Art and Practice of the Learning Organization
by Peter M. Senge
Not only is the learning organization a new source of competitive advantage, it also offers a marvelously empowering approach to work, one which promises that, as Archimedes put it, "with a lever long enough... single-handed I can move the world....."
Reengineering the Corporation : A Manifesto for Business Revolution
by Michael Hammer and James Champy
An important book that describes the principles behind a new and systematic approach to structuring and managing work. . . Whether they are chief executives, functional executives, or professionals, decision makers need to read this book....
Assessing Business Excellence : A Guide to Self-Assessment
by Steve Tanner
......presents a strategic framework for business excellence and total quality management and shows how you can be actively involved in continuous improvement by systematically reviewing your business activities and results against holistic business excellence frameworks.
World-Class Customer Satisfaction
by Jonathan D. Barsky
........presents clear sighted analysis and practical applications to the subjects most affecting customer satisfaction. Breakthrough examples from Wal-Mart, American Express, McDonalds, Marriot, IKEA, and others reveal how these organizations are able to provide world-class customer satisfaction. World-Class Customer Satisfaction is a brilliant, fast-paced book that will hold readers' interest and change the way readers handle their business and their customers. From a tiny shop to a Fortune 500 company, to a nonprofit or a public sector organization, any business can realize immediate benefits from this book. With colorful examples illustrating savvy principles and invaluable techniques, this book provides ideas and concepts on how to adapt the world's leading practices to your own organization. World-Class Customer Satisfaction will show readers how to take action: integrate the most explosive advance in service quality, reengineering, cutomer loyalty, and competitive benchmarking into your organization; use the author's customer satisfaction scoring system to create new profit opportunities; inject momentum into your marketing efforts with revolutionary new methods that let your customers set the agenda; execute rapid changes using an easy-to-follow eight-step program.
The Benchmarking Workbook: Adapting the Best Practices for Performance Improvement
by Gregory H. Watson
Manager today need benchmarking to anticipate trends and maintain competitive advantage. This practical workbook shows you how to do your own benchmarking study. Watson's discussion includes a case study that takes you through each step of the benchmarking process, raises thought-provoking questions, and provides examples of how to use forms for a benchmarking study.
Benchmarking-Theory and Practice
by Asbjorn Rolstadas
This book contains a collection of papers presented at the IFIP workshop on Benchmarking held in Trondheim, Norway, in June 1994. Most books available on the market tend to cover the basic theory of benchmarking. However, since this book is based on recent research papers it focuses more on presenting the latest trends within the field of benchmarking. The contributors range from experienced industrial benchmarkers to academic researchers within benchmarking, TQM and other related areas. The papers in the book are grouped into five Parts: management issues, modelling, performance measurements, tools and techniques, and applications. In addition, a set of shorter position papers is included. Finally, reports from three sessions of group work taking place at the workshop describe the major findings from the event. The group work sessions focus on three areas: how to implement benchmarking; modelling for benchmarking; and performance indicators. Lecturers and researchers in the areas of industrial engineering, quality management and business development, and middle and higher management in business or technology-oriented positions, will find this book invaluable.
Best of Class: Building a Customer Service Organization
by Ken Shelton
Project Management for Bankers
by Harold Kerzner
...a must for projects and innovation in the Service Industry...
The Idea Book : Improvement Through Tei/Total Employee Involvement
by Japan Human Relations Association
At last, a book showing how to create Total Employee Involvement (TEI) and get hundreds of ideas from each employee every year to improve every aspect of your organization. Gathering improvement ideas from your entire workforce is a must for global competitiveness. The Idea Book, heavily illustrated, is a hands-on teaching tool for workers and supervisors to refer to again and again. Perfect for study groups, too.
The 5 Pillars of Tqm : How to Make Total Quality Management Work for You
by Bill Creech
.....Creech does not claim that TQM will produce either quick or miraculous fixes. In fact, he stresses that effectively attending and applying the five essential elements of his canon (commitment, leadership, organization, process, product) can be an exacting, even wrenching, experience.
Quality Function Deployment : Integrating Customer Requirements Into Product Design
by Yoji Akao
Edited and partially authored by Yoji Akao, the originator of QFD and a leader in the Japanese Total Quality Control movement, this volume reveals how this new systems engineering technique has been successfully customized and integrated with other aspects of management in the construction, process, service, and software industries.
Beyond Tqm : Tools & Techniques for High Performance Improvement
by Jack L. Huffman
The book is divided into seven sections that represent the seven critical initiatives that organizations face as unrelenting improvement becomes the norm. Section 1, Gathering and interpreting data. Section 2, Directing the improvement effort. Section 3, on teams. Section 4, Creativity tools for teams and individuals. Section 5, Solving problems. section 6, Optimizing decisions. Section 7, Improvement strategies and tactics.
Management for Quality Improvement : The Seven New Qc Tools
by Shigeru Mizuno
Building on the traditional seven QC tools, these tools were developed specifically for manager. They help in planning, troubleshooting, and communicating with maximum effectiveness at every stage of a quality improvement program. The tools presented in this book represent the most important advance in quality deployment and project management in recent years, and will help you expand the scope of quality efforts companywide.
Achieving Quality Through Continual Improvement
by Claude C. Burrill and Johannes Ledolter
The quality of goods, services and information products depends on the underlying processes that are needed for their creation and these processes must be designed, constructed, operated and continually improved. This book addresses the managerial aspects improving the quality of all processes to stay competitive in today's marketplace and provide the quality goods and services that are now demanded..
The Quality Improvement Handbook : Team Guide to Tools and Techniques
by Roger C. Swanson
...this useful book is a compendium of tools selected and arranged to support a team-based quality improvement effort. This handbook fulfills its purpose well and should be widely used for team efforts in many types of organizations.
.....a unique new reference for quality teams, Swanson uses an 8-Step Quality Improvement Model to address process improvement or reengineering opportunities. An excellent resource for both the service and manufacturing industries and environments, for both experienced and beginning teams. This book incorporates the seven quality tools, seven management tools, and an additional 20 tools and techniques. It offers experienced teams instructions on more advanced tools, with detailed guidelines on the basic tools for those less experienced.
Business Process Improvement : The Breakthrough Strategy for Total Quality, Productivity, and Competitiveness
by H. James Harrington
.....how to apply quality improvement techniques originally developed for the manufacturing sector to service industries. How to Take the Lead in Business Process Management details how to do it, providing a step-by-step formula that helps companies improve quality and productivity in the support areas. Here in one comprehensive volume is all the information an organization needs to start the improvement process right away: how to determine customer needs and expectations and deliver the best service; how to establish which processes drive your business; how to create process improvement teams and train team leaders; how to eliminate bureaucracy, simplify the process, and reduce processing time; how to measure progress and provide feedback to participants; how to document the levels of improvement and certify operations and activities; and how to ensure ongoing improvement.
101 Creative Problem Solving Techniques : The Handbook of New Ideas for Business
by James M. Higgins
How many times have you wished that you had a creative problem solving book properly indexed so you can begin using the techniques right away? "101 Creative Problem Solving Techniques" helps you achieve these pronto. Divided into Personal and Group techniques, you can handily zoom in to possible solutions quickly.
Lateral Thinking : Creativity Step-By-Step
by Edward De Bono
Thinking is a skill that can be developed and improved if one knows how. An internationally known bestseller, this audio encourages the habit of lateral thinking to generate new ideas. Learn special techniques to accomplish this. Whether in a group or alone, the result is a triumph of entertaining education.
Serious Creativity : Using the Power of Lateral Thinking to Create New Ideas
by Edward De Bono
The Art of Thinking : A Guide to Critical and Creative Thought
by Vincent Ryan Ruggiero
If you can only master what this book teaches you will truely be an educated and clear thinking person. Very practical, easy to read and understand. This book teaches what most people never learn and desperately need to learn; how to be a quality analytical and creative thinker. Get it, read it over and over and apply it.
Six Thinking Hats
by Edward De Bono
This is a tremendous tool for anyone working in a corporate setting and looking for new ways to generate ideas and choose the right one.
Brainstorming : How to Create Successful Ideas
by Charles Clark
40 Tools for Cross-Functional Teams : Building Synergy for Break Through Creativity
by Walter J. Mihalski and Dana G. King
Building Team Power : How to Unleash the Collaborative Genius of Work Teams
by Thomas A. Kayser
By the author of the best-selling Mining Group Gold, Team Power offers ideas, tools and techniques for increasing team productivity in any environment: public or private sector; profit or nonprofit; service or manufacturing-based. Teamwork is fast becoming one of the most integral skills an employee can master. Written to guide team leaders and participants toward improved collaboration and cooperation, this helpful book offers easy-to-implement ideas, tools, and techniques for increasing team productivity in any environment.
Improving Work Groups : A Practical Manual for Team Building
by Dave Francis
Team Decision-Making Techniques : A Practical Guide to Successful Team Outcomes
by Keith P. Kelly
Making a decision on your own can be trying, but making a decision as a group can be even more difficult. By using the clear and concise techniques provided, the team decision-making process can be easier and more effective.
The Reengineering Revolution : A Handbook
by Michael Hammer and Steven Stanton
In his phenomenally bestselling Reengineering the Corporation, Michael Hammer set forth a revolutionary philosophy that has taken the business world by storm. Now, in The Reengineering Revolution, Hammer and Steven Stanton build on this foundation to share with readers their experiences in successfully implementing reengineering in companies around the world.
Beyond Reengineering : How the Process-Centered Organization Is Changing Our Work and Our Lives
by Michael Hammer
Hammer has done it again! First, he defined reengineering. Now, he defines the staggering, even radical, implications of the customer-driven process-centered organization on work and management, structure and strategy. Everyone's future will be impacted by such a paradigm shift.
Design and Management of Service Processes : Keeping Customers for Life
by Rohit Ramaswamy
This book, intended for manager in both manufacturing and service industries, shows you how to design customer delighting service by applying well known Total Quality Development (TQD) and Total Quality Management (TQM) principles. The book is a detailed, step-by-step guide that describes the state-of-the-art tools and methods such as Quality Function Deployment, Functional Analysis, Experimental Design and Simulation that you need to create, implement, manage and improve the processes by which service is provided so that you can consistently exceed your customers' expectations and keep your firm competitive in your industry.
Introduction to TPM; Total Productive Maintenance
by Seiichi Nakajima
Total Productive Maintenance (TPM) combines preventive maintenance with Japanese concepts of total quality control (TQC) and total employee involvement (TEI). The result is a new system for equipment maintenance that optimizes effectiveness, eliminates breakdowns, and promotes autonomous operator maintenance through day-to-day activities. Since it was first introduced in Japan, TPM has caused a worldwide revolution in plant maintenance. Here are the steps involved in TPM and case examples from top Japanese plants.
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