Paul Allen 
Service Orientation 
Winning Strategies and Best Practices

If engineering is the art and science of technical problem solving, systems architecting happens when you don”t yet know what the problem is. The third edition of a highly respected bestseller, The …

Managed care contracting is a process that frustrates even the best administrators. However, to ignore this complexity is to do so at your own expense. You don‘t necessarily need to bear the cost of …

Most books on manufacturing focus on production. This book is different; it describes techniques for excelling in engineering design, marketing strategies, and customer service inside a manufacturing …

Recent changes in healthcare delivery as mandated by the Patient Protection and Affordable Care Act are forcing providers to focus on technology as a way to improve the health of the population, …

Bring Lean Improvements to the Administrative Areas of Your Organization! Extending their eight-step process to the realization of a lean office, Tapping and Shuker use a customer service case stud …

Most books dealing with change management focus on how companies reach their corporate goals, instead of on what individual leaders must do. Filling this need, Leading Business Change: A Practical …

Following in the tradition of its bestselling predecessor, The 12 Principles of Manufacturing Excellence: A Lean Leader”s Guide to Achieving and Sustaining Excellence, Second Edition outlines a …

Reduced market share, lack of repeat customers, and added costs are just a few ways warranty claims can hurt an organization. Avoiding complex mathematics or accounting terminology, Warranty Claims …

The growing power being exercised by today‘s consumer is causing significant paradigm shifts away from traditional marketing. This is leading to a whole new take on the structure and functioning of …

When I was first given the job of managing a small plastics factory back in 1989, I quickly realized that most of the books and teaching on Lean Manufacturing were designed for big companies and were …