バリュー・プロフィット・チェーン：顧客・従業員満足を「利益」と連鎖させる<br>The Value Profit Chain : Treat Employees Like Customers and Customers Like Employees

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バリュー・プロフィット・チェーン：顧客・従業員満足を「利益」と連鎖させる
The Value Profit Chain : Treat Employees Like Customers and Customers Like Employees

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  • 製本 Hardcover:ハードカバー版／ページ数 400 p.
  • 言語 ENG
  • 商品コード 9780743225694
  • DDC分類 658

基本説明

邦訳：２００４年・日本経済新聞社
The Japanese edition was featured in Nikkei Newspaper (Issue: February 13, 2005). Reveals powerful new evidence that paying close attention to the employee-customer relationship will enable any organization to be a low-cost provider and achieve superior results.

Full Description

Drawing on research at the Harvard Business School dating back to 1974, Heskett, Sasser, and Schlesinger demonstrate how any company - whether manufacturing or service firm, profit or not-for-profit-- can achieve outstanding profit and growth by adopting their revolutionary organising framework, the Value Profit Chain. Building on research in more than 200 large corporations, they show how a quantifiable set of relationships exists between the loyalty, trust, and satisfaction of customers, employees, partners, and investors that is linked to profit and growth. The authors introduce a number of helpful concepts, including the "performance trinity," the starting point for changing the organisation, and the "strategic value vision," which will enable any manager to build more focused operations and results-oriented management capabilities. Of particular significance is a simple but powerful concept they call the "value exchange": what a company gets in return for its efforts to relate to customers, employees, partners, and investors. Written in clear non-technical prose, The Value Profit Chain will be received as a tour de force: timely, relevant, and essential reading.

Contents

Contents

Preface

Introduction

PART I Achieving Value-Centered Change

1. The Value Profit Chain

2. Rethinking the Business Using Value-Centered Concepts

PART II Getting Management's Attention

3. Measuring and Communicating Customer Lifetime Value

4. Measuring and Communicating Employee Value

5. Mobilizing for Change: Challenging Strong Cultures

PART III Engineering Value Profit Change

6. The Performance Trinity and the Value Profit Chain

7. Employee Relationship Management

Treating Employees Like Customers

8. Customer Relationship Management

Treating Customers Like Employees

9. Managing by Value Exchange

10. Leveraging Value over Cost

PART IV Cementing the Gains

11. Identifying and Revisiting Core Values

12. Developing Value-Centered Measurement and Recognition

13. Hardwiring Performance

14. Leading the Organization to Learn and Innovate

Afterword

Appendix A: Compendium of Value Profit Chain Research

Appendix B: The Value Profit Chain Audit

Appendix C: Calculating the Lifetime Value of a Customer

Notes

Index