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Best Practices/Benchmarking
Mastering Data Mining: Art and Science of Customer Relationship Management
A case study—based guide to best practices in commercial data mining. Focuses on achieving business results, placing particular emphasis on customer relationship management.
Handbook of Customer Relationship Management (CRM): The Definitive Guide to Winning, Managing and Developing Key Account Business
The definitive guide to strengthening your relationships with your most important customers! Hands-on best practices for winning, managing, building, and retaining key customer business. Real-world case studies: Procter & Gamble, Xerox, Scheider Group, and more. Includes working templates, plus a complete customer development plan on disk! Customer Relationship Management (CRM) is a breakthrough: it integrates all supplier functions, making it possible for companies to clarify their priorities and manage their supply chains with a stronger customer focus than ever before.
Essential Guide to Knowledge Management, The: e-Business and CRM Applications
A real-world guide to the essential principles of knowledge management. Shows how KM and CRM technologies work, and how the impact the IT infrastructure. Also shows how to use team- building and goal-setting exercises to create excellent KM/CRM projects, and how to align e-business strategy and technology choices. Softcover. DLC: Knowledge management.
Microsoft Data Mining
Microsoft Data Mining approaches data mining from particular the perspective of IT professionals using Microsoft data management technologies. The author explains the new data mining capabilities in Microsoft's SQL Server 2000 database, Commerce Server, and other products, details the Microsoft OLE DB for Data Mining standard, and gives readers best practices for using all of them. The book bridges the previously specialized field of data mining with the new technologies and methods that are quickly making it an important mainstream tool for companies of all sizes.
Maximizing Business Performance through Software Packages: Best Practices for Justification, Selection, and Implementation
At times a daring, maddening, and even frightening process, finding and implementing a suitable software package is never an easy task. The cost of the software package is often a fraction of the overall expense. Unless carefully selected, a major software package implementation can consume a considerable amount of your organization's time and energy. An ill-informed purchase can cost your organization it's customers, dollars, and reputation. This book explores the business challenges involved in justifying, selecting, and implementing software packages. It contains practical advice and insights on how to select "good fitting" software packages, how to justify them in terms of their ability to enable business process change or improvement, and most importantly, how to implement them successfully. The process has become increasingly complex as business functions have become increasingly integrated.
Service Provider Strategy: Proven Secrets for xSPs
Offers a complete framework for success as an ASP, ISP, or WASP. Presents specific best practices for identifying revenue opportunities.
Project Management: Best Practices for IT Professionals
Guidebook teaching the fundamentals of project management, from keeping up with changing market conditions, to handling problems and managing risks in IT. A resource for professional project managers at any level of experience.
XML Schema: The W3C's Object-Oriented Descriptions for XML
The W3C's XML Schema offers a powerful set of tools for defining acceptable XML document structures and content. While schemas are powerful, that power comes with substantial complexity. This book explains XML Schema foundations, a variety of different styles for writing schemas, simple and complex types, datatypes and facets, keys, extensibility, documentation, design choices, best practices, and limitations. Complete with references, a glossary, and examples throughout.
Benchmarking: The Search for Industry Best Practices That Lead to Superior Performance
Benchmarking is your key to becoming the BEST OF THE BEST. Find answers to the questions: What is Benchmarking? How do I perform benchmarking? and What are the results of its successful application? This ground breaking reference is for middle managers in industry (in marketing, manufacturing, administrative and support, finance, and personnel functions), not-for-profit organizations and government agencies, as well as quality improvement projects. Detailed examples show you how to relate benchmarking to your own circumstances. Reference guides help you get started. Case histories provide examples of actual benchmarking investigations from beginning to end. The author's personal tips will allow you, with minimum effort, to effectively launch your quest for the best.
Transforming Clinical Development through Benchmarking and Metrics (PDF download)
Based on the experiences of over 80 leading pharmaceutical companies, Transforming Clinical Development Performance through Benchmarking and Metrics reveals how developing and implementing an effective benchmarking and metrics programme can lead to improved quality, reduced time to market and lower costs. This report is the definitive guide to turning around clinical performance improvement. It offers solutions to problems you're bound to meet on the measurement road and provides cutting-edge tools, techniques and approaches for every stage of the journey.
Benchmarking for Best Practices: Winning Through Innovative Adaptation
Benchmark expert Christopher E. Bogan and corporate quality director Michael J. English walk management through their 9-step benchmarking model--from improving baseline trends to achieving world-class quality leadership. Recognizing that successful benchmarking often, demands dramatic changes in corporate attitudes--and an end to the ``not invented here'' mentality that stifles innovation--they arm readers with the weapons to: Forge a learning organization ready to borrow successful ideas wherever they occur--inside or outside the firm; Tailor benchmarking to a firm's unique identity--acknowledging that one company's ``best practices'' aren't always another's; Sell benchmarking to even the most skeptical senior executives or ``turf conscious'' factory and line managers; Manage the total project--including determining what, and against whom, to benchmark.
IT Services Costs, Metrics, Benchmarking and Marketing
A guide to satisfying consumers of a company's IT services and building loyalty. Reveals how to establish processes, service and cost models, and performance measurements, and how to transform goals into reality. Links goal-setting, process development, and metrics to the goals of the enterprise, and gives advice on gaining buy-in from management, internal customers, and external suppliers. Applicable to both in-house and outsourced operations.
Business Process Benchmarking
Robert C. Camp's best-selling book, Benchmarking, served as the premier resource on measuring corporate performance. Now, his newest title, Business Process Benchmarking, provides the most up-to-date information to show readers how to conduct successful benchmarking projects. Readers will discover how to: use Camp's renowned 10-step benchmarking process to achieve peak performance; analyze the performance gap and ensure that every employee contributes toward enhanced corporate performance; train employees to use benchmarking tools to maximize the company's results.
The Benchmarking Book, 2nd Edition
The original edition of this book was the first guide to present a pragmatic model for using the breakthrough quality tool called "benchmarking." In the eight years since, readers have gobbled up over 80,000 copies. The new second edition is a thorough update and includes scores of fresh examples and current "lessons learned" from world-class benchmarkers such as Ford, Lucent, USAA, Dow Corning, Intel, Kodak, Dupont, and Sprint.
If Only We Knew What We Know: The Transfer of Internal Knowledge and Best Practice
If Only We Knew What We Know is their detailed examination of the resultant groundbreaking but common-sense methodology they have dubbed "knowledge management," along with their analysis of several companies such as Amoco, Arthur Andersen, Buckman Laboratories, and Xerox that are successfully employing it today. By studying the execution and evolution of this practice in over 70 companies involved with their non-profit management organization, the two have observed how top practitioners are turning internal information that's already selectively available into dynamic improvements that are apparent throughout the companies. They describe how to implement knowledge management in your own firm and describe the "enabling context" (including infrastructure, culture, technology, and measurement) that help or hinder the process.
Harvard Business Review on Measuring Corporate Performance
The Harvard Business Review paperback series is designed to bring today's managers and professionals the fundamental information they need to stay competitive in a fast-moving world. Here are the landmark ideas that have established the Harvard Business Review as required reading for ambitious businesspeople in organizations around the globe. The works collected in Harvard Business Review on Measuring Corporate Performance--including the three groundbreaking articles on the balanced scorecard by Kaplan and Norton--offer managers practical guidance for measuring their intangible assets (customer relationships, internal business processes, and employee learning) and aligning corporate strategy accordingly.
The Blueprint for CRM Success: Results of a Comprehensive Study Identifying Best Practices Leading To ROI And Factors Contributing To Failure
This blockbuster new CRMGuru study breaks fresh ground in defining how to generate ROI through CRM—while disproving many common myths and mantras that so often lead CRM implementers astray. The Blueprint for CRM Success is the first statistically valid study to tie not only high level implementation activities— but very specific process steps as well—to ROI performance. You won’t find a clearer road map to CRM success. The study, by the same research team that produced the benchmark study, Multi-function CRM Software: how good is it?, also debunks many of the specious analyst polls reporting very high CRM failure rates and provides lists of easy to spot predictors of success and failure that you can apply before you begin implementation. The study includes full interpretation of the key data, and Executive Summary of key findings plus an entire "Beyond the Numbers" section with more interpretive comments and valuable support information for CRM implementers.
Strategic CRM V2.0: the Field-Tested, Research-Validated Best Practices Manual For Generating ROI from CRM
"Strategic CRM V2.0: the field-tested, research validated best practices manual for generating ROI from CRM" combines the wisdom of practical experience with knowledge gained through exhaustive research to present the definitive "best practices" for achieving ROI from CRM. The new Version 2.0 expands on the very successful original version in three primary ways: incorporating the findings of the landmark best practices/ROI study, "Blueprint for CRM Success;" expanding the coverage of CRM-related technologies; and updating the original material to reflect feedback from the many users of Strategic CRM’s implementation methodology from around the globe.
Benchmarking: A Guide for Your Journey to Best-Practice Processes
Based on years of research into the practices of leading organizations, this book, written by experienced APQC benchmarkers, highlights various types of benchmarking and APQC’s benchmarking methodology. Supported by examples of best practices and tips from actual practitioners, it examines preparation and planning, participation, data collection, data analysis, and measurement.
Benchmarking for Best Practices in the Public Sector: Achieving Performance Breakthroughs in Federal, State, and Local Agencies
For leading companies in the private sector, benchmarking has become a major catalyst for change and a key tool for gathering information from competitors and process leaders, as well as from within. Benchmarking for Best Practices in the Public Sector is a unique practical guide that shows public officials and administrators at all levels of government how to identify the best practices and implement them in their organizations. Using real case examples from federal, state, and local governments, this book displays how benchmarking methods have been adapted to the unique needs of the public sector and describes the tangible benefits gained by public agencies that have applied these techniques. Offers detailed how-to advice along with checklists, flowcharts, sample forms, a resource directory, and other tools to help managers take action quickly.
Best Practices in Planning and Management Reporting
For anyone who has questioned the value of the budget process, been frustrated at the inability to get good information quickly, wondered why so much time is spent developing forecasts that are always wrong, or been angered by the repeated failure of technology to deliver on its promises, there is a solution. Best Practices in Planning and Management Reporting unites the disparate functions of strategic planning, management reporting, budgeting, and forecasting, reducing critical time lags, capitalizing on new technology, and giving new meaning to organizational strategy.
Comparative Analysis and Benchmarking: Corporate Strategy Analysis of Four International Pharmaceutical Companies
This research of corporate strategy analysis implements comparative analysis and benchmarking to analyse and examine the corporate strategy of the pharmaceutical sectors of 4 international pharmaceutical companies. Most existing studies of pharmaceutical industry have been limited to some specific fields such as the R&D ability, new products launch time, acquisitions, and alliances. Little has been known about the analysis of corporate strategy and comparison of pharmaceutical industry by both internal and external factors. On the other hand, the comparative strategy and benchmarking have been frequently applied in analysing the corporate strategy mostly in public service industries, in financial and accounting industry, and in insurance industry. Little has been applied to examine and analyse the corporate strategy of research-based industries such as pharmaceutical industry. This research aims to fill the gap by implementing these two techniques to analyse and examine the corpora
Online Product Branding: Benchmarking Pharmaceutical Internet Strategies
Introduction: Pharmaceutical companies are under increasing pressure to rethink current sales and marketing initiatives due to spiraling promotional costs and falling ROI from physician detailing. Consequently, product branding strategies need to gain maximum exposure by using marketing campaigns that utilize the Internet as a key promotional tool to develop long-term relationships with a product’s audience.
Benchmarking for Profits!
Done right, and done regularly, benchmarking provides improved work life, career advancement and substantially increased earnings on a consistent basis. This book is an essential manual for continuous improvement peer group benchmarking that shows convincingly why proper professionalism in today’s environment requires benchmarking. Includes valuable information on how to benchmark through BenchmarkPortal and describes the latest products to help you get the most from this crucial activity.
Performance Metrics Study: Benchmarking the Systems Integration Services Market (PDF download)
This IDC study provides industry averages for key performance metrics that any executive managing a systems integration (SI) services business should be aware of and monitor on a regular basis. The document analyzes three major types of metrics: revenue, project, and expense metrics. Revenue metrics, for example, include revenue per consultant, hourly billing rate, and utilization rate. Project metrics include average project duration, average billing hours per project, and average consultants per project, among others. Lastly, expense metrics evaluate the percentage an IT services firm spends on different areas of its business, such as training, research and development, and human resources. The document provides insight into the differences in these metrics by industry and technology product, where applicable, and provides recommendations to services firms using such metrics to manage their businesses.
Benchmarking the Planning Process
Almost all companies devote a substantial amount of time, and money, to producing an Annual Plan. But how much does that process cost, and what is this value it delivers? How much time is spent on high value-added work, such as developing the Strategic Direction, versus less-value-added activities, such as departmental budgeting? And do some companies enjoy significantly better results than others do? If so, how? Companies have struggled for years to answer these questions and others, such as how to determine the benefits to be derived from the planning process in general. Little wonder that only a relative handful of companies can boast annual planning processes that operate at a World Class level.
Quantitative Models for Performance Evaluation and Benchmarking: Data Envelopment Analysis With Spreadsheets and Dea Excel Solver
The focus of performance evaluation and benchmarking is shifted from characterizing performance in terms of single measures to evaluating performance as a multidimensional systems perspective.
Managing Operational Risk: 20 Firmwide Best Practice Strategies
For today’s financial institutions, Managing Operational Risk has the essential business tools to design optimal risk management programs and put your company well ahead of the curve in the face of anticipated new regulatory standards and capital requirements. This definitive book by an international expert covers every aspect of managing operational risk, including operational risk definitions, data collection, risk assessment, modeling, insurance, and risk finance, as well as a comprehensive introduction to information technology.
Content Management: A Guide for Your Journey to Knowledge Management Best Practices
As one of the titles in the popular Passport to Success series from the American Productivity & Quality Center, this book provides readers with a comprehensive understanding of content management. Based on research of leading organizations--and supported by examples of best practices--this book will guide readers through their own endeavors in managing content. In addition to practical content management initiatives, this guidebook details creating a business case, system planning and implementation, maintenance, information technology, and the lifecycles of content.
CompTIA A+ Complete Study Guide
All-in-one guide prepares you for CompTIA's new A+ Certification
Candidates aiming for CompTIA's revised, two-exam A+ Certified Track will find everything they need in this value-packed book. Prepare for the required exam, CompTIA A+ Essentials (220-601), as well as your choice of one of three additional exams focusing on specific job roles--IT Technician (220-602), Remote Support Technician (220-603), or Depot Technician (220-604). Inside, you'll find:
- Comprehensive coverage of all exam objectives for all four exams in a systematic approach, so you can be confident you're getting the instruction you need
- Hand-on exercises to reinforce critical skills
- Real-world scenarios that show you life beyond the classroom and put what you've learned in the context of actual job roles
- Challenging review questions in each chapter to prepare you for exam day
- Exam Essentials, a key feature at the end of each chapter <
CompTIA A+ Complete Fast Pass
- The CompTIA A+ exam is the industry standard in terms of measuring a technician's hardware and software knowledge, with more than 600,000 individuals certified to date
- The perfect companion to CompTIA A+ Complete Study Guide, this book is organized by objectives to facilitate a quick review and smooth reinforcement of key topics
- Featuring more review questions and study review features than the competition, the book includes ten chapter review tests, two bonus exams, and two sets of Flashcard exams, plus a searchable Key Term Database on the CD-ROM-that's 500 practice questions in all!
- Prepare for the required exam, CompTIA A+ Essentials (220-601), as well as your choice of one of three additional exams focusing on specific job roles — IT Technician (220-602), Remote Support Technician (220-603), or Depot Technician (220-603).
