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- Herausgeber: Business Book Summaries
- Kategorie: Bildung
- Sprache: Englisch
The must-read summary Michael Hammer's book: "The Agenda: What Every Business Must Do to Dominate the Decade".
This complete summary of the ideas from Michael Hammer's book "The Agenda" shows that consumers are now in the driving seat of the economy, and every successful business will assimilate this fact and act accordingly. In his book, the author explores nine critical items that should be on every manager’s agenda: they cover specific actions companies should do to differentiate themselves, effective organisation techniques, the best ways to relate to customers and how to use the internet as a successful harnessing tool. This summary is a must-read for every manager who wants to ensure their company has the most effective and profitable relationship with consumers.
Added-value of this summary:
• Save time
• Understand key concepts
• Expand your knowledge
To learn more, read "The Agenda" and discover the key to running your business in the new economy.
Das E-Book können Sie in Legimi-Apps oder einer beliebigen App lesen, die das folgende Format unterstützen:
Seitenzahl: 36
Veröffentlichungsjahr: 2014
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Book Presentation: The Agenda by Michael Hammer
Book Abstract
About the Author
Important Note About This Ebook
Summary of The Agenda (Michael Hammer)
Book Presentation: The Agenda by Michael Hammer
Book Abstract
MAIN IDEA
Today’s business world calls for a new management agenda simply because consumers rather than manufacturers are now in the driving seat of the economy.
The new agenda of items managers must pay attention to has nine elements:
The first two items (1.ETDBW and 2.MVA) specify specific actions by which companies differentiate themselves and create loyal customers.The next two items (3.Processes and 4.Creativity) outline how businesses must be organized to perform well.The following two elements (5.Measure and 6.Loosen) describe the best way to manage a business effectively in the customer centered economy.The last three items (7.Build, 8.Partner and 9.Extend) focus on how the Internet must be harnessed by managers to enhance and improve their business operations.About the Author
MICHAEL HAMMER is a sought-after lecturer and advisor to the leaders of numerous large companies. Dr. Hammer introduced the concepts of “reengineering” and “the process enterprise” into the broader commercial community through numerous articles in the business press and three books: Reengineering the Corporation (1993), The Reengineering Revolution (1995) and Beyond Reengineering (1996). In addition to being the founder and director of several high-technology firms, Dr. Hammer has previously served as professor of computer science at the Massachusetts Institute of Technology.
Michael Hammer’s Web site is atwww.hammerandco.com.
Important Note About This Ebook
This is a summary and not a critique or a review of the book. It does not offer judgment or opinion on the content of the book. This summary may not be organized chapter-wise but is an overview of the main ideas, viewpoints and arguments from the book as a whole. This means that the organization of this summary is not a representation of the book.
Summary of The Agenda (Michael Hammer)
1. ETDBW: Make your company easy to do business with.
Main Idea
The key challenge is to become ETDBW – easy to do business with. To do that, look at your product descriptions, order systems and billing practices through the eyes of your customers, and do everything possible to save them time, money and frustration.
Supporting Ideas
Most companies end up making customers pay for the privilege of doing business with them. They do that by forcing customers to navigate systems that are designed for the convenience of the company rather than the customer. And that, in turn, forces customers to waste time and money figuring out how to transact business with you.
There are six specific things you can do to become ETDBW:
Present a single face to the customer.Many companies are organized for their own convenience and efficiency. That isn’t, however, the customer’s top priority. Customers want to deal with a team that is integrated – that deals in all products and across all functions. Develop teams that have the authority to dissolve these internal barriers, and let them interact with the customer. When this is available, customers love it because they get things done.
Segment your operations by customer characteristics.Different customer groups need to be handled in different ways. By differentiating customers, you create an environment in which customer satisfaction can be maximized – which translates into more follow-on business.
Anticipate what customers will need in the future.Companies that predict what customers will need next can start preparing even before the customer orders. That way, the customer will spend less time and experience less frustration in doing more business with your firm.
Provide a seamless customer experience.When long-time customers get put through the same drill as first-timers, they become frustrated. Equally, when customers go through long and detailed instructions to bring a new person up-to-speed with a transaction, ease of doing business is diminished. Thus, smart companies route future calls to the same customer service representative, or have a team of people available, each with access to all the databases required.
Harness and exploit the power of customer self-service.
