Best Practices

Building Your Business with Customer-Focused Solutions

Robert Hiebeler, Thomas B. Kelly, Charles Ketteman

Publisher: Simon and Schuster, 1998, 240 pages

ISBN: 0-684-83453-7

Keywords: Management

Last modified: July 11, 2021, 10:47 p.m.

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 you can adapt their practices to fit your business?

Thanks to over six 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 businesspeople diagnose the processes in place at their own companies and determine how best to improve them. Comprehensive and on the cutting edge, Best Practice will serve as an invaluable information resource.

  1. The Language of Process
    New Insights Beyond Benchmarking
  2. Hearing is Believing
    The Best_Practices Audit
  3. Hitting a Moving Target
    How to Understand Market and Customers
  4. "Not Employees Only"
    How to Involve Customers in the Design of Products and Services
  5. Face-to-Face and Ear-to-Ear
    How to Market and Sell Products and Services
  6. Let the Buyer Be Aware
    How to Involve Customers in Product Delivery
  7. To Service, With Love
    How to Server Your Customers Best
  8. Minding the Store of Data
    How to Manage Customer Information
  • Afterwords: The Ball's in Your Court
    Putting Best Practices to Work for You


Best Practices

Reviewed by Roland Buresund

Disappointing *** (3 out of 10)

Last modified: May 21, 2007, 2:54 a.m.

An advertising book from Arthur Andersen. As is usual, pretty meaningless.


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