Quality Progress - July 2016 - 60

QPREVIEWS Customer Experience 3.0: High-Profit Strategies in the Age of Techno Service John A. Goodman, Amacom, 2014, 256 beg the customers to give feedback and bureaucratic and add layers of work, is complaints so the organization can learn a proven approach that minimizes loss fast. and improves competitiveness. This book Section three covers the issues intends to provide that approach by outlin- involved in implementing the customer ing a complete project and program cycle Goodman is a pio- experience framework. The organization from start to finish. neer in customer must expertly meld technology with the experience, stem- customer experience processes. The au- portfolio management as defined by the ming from his thor lists the main failings of the customer authors: days 40 years ago experience effort such as improper use * Developing the organizational portfolio. at General Motors of technology, not empowering customer * Creating the organizational portfolio and when he service employees and a lack of savvy co-led the White leadership. Every chapter concludes with House Office of getting started questions and key take- Consumer Affairs aways that add to a reader's fast learning. study. His findings I recommend the book to all leaders who pp., $24.95 (book). and recommendations implemented in want to grow their organizations. many organizations including Coca Cola, management system implementation plan. * Implementing organizational portfolio management. * Practical applications of project change management. Bill Baker Toyota and General Electric. In fact, the The book examines the four phases of Santa Fe, NM Toyota national manager of customer care The coverage of the process includes checklists, implementation activities, hints, required and desired inputs and outputs, Effective Portfolio Management Systems excellent illustrations, and charts and Section one discusses the customer and Christopher F. Voehl, H. James Harrington information into a few pages. the implications of the customer experi- and William S. Ruggles, CRC Press, 2015, ence. It has three chapters that help to set 190 pp., $29.95 (book). wrote the foreword to the book. The book is divided into three sections. diagrams. The authors packed a lot of Any organization that has a significant number of projects or programs to moni- expectations, and it describes the four-part The "portfolio" tor and manage will gain some benefit and framework for setting and fulfilling those referred to in the insight into making that effort successful. expectations. In this section, he also title is not fiscal Following the authors' suggested activities defines ways to measure the dollar impact assets, but an will take a lot of commitment, but the so that management will understand and organization's likelihood of a positive outcome is greatly support the customer experience frame- projects and pro- improved. work. Four steps are discussed with good grams. However, Marc A. Feldman explanations of the detailed calculations. the goal for both Houston Section two sets out to help design the complete customer experience and starts with mapping the current state and then is the same. You don't want to fail and waste, or Configuration Management for Senior Managers delves deeply into how to maximize the lose irretrievable resources while getting Frank B. Watts, Elsevier, Butterwort- four-part framework. Goodman suggests the most return in the shortest time. If Heinemann 2015, 180 pp., $100 (book). maximizing the customer service function you plan to learn from your failures-by This book is a gem in terms of lessons by training and empowering employees to definition-you'll require some failures learned, policies to follow, and follies to solve problems rather than referring the to improve. Better to use a management be aware of and avoid. It represents an customer to someone else. His idea is to system that, while it may seem to be accumulation of knowledge from the 60 QP * www.qualityprogress.com http://www.qualityprogress.com

Table of Contents for the Digital Edition of Quality Progress - July 2016

Up Front
LogOn
Expert Answers
Keeping Current
Mr. Pareto Head
A Quick Study
Clear Pathway
Pulling It All Together
Dead or Alive
Innovation Imperative
Measure for Measure
Quality in the First Person
Career Corner
Standards Outlook
ASQ's Continuing Education and Profesional Development Directory
QP Toolbox
QP Reviews
One Good Idea
Back to Basics

Quality Progress - July 2016

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