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Summary
Summary
Building on two previous works, Japanese Manufacturing Techniques and World Class Manufacturing - the latter regarded by the prestigious journal Quality Progress as a milestone in the second Industrial Revolution - Richard Schonberger introduces a new concept. He argues that each of the four main business functions - design, manufacturing, accounting, and marketing - becomes a customer for the other three and that the many links between and within departments form a continuous chain of customers that extends to those who buy the product. Through hundreds of real company examples of the customer chain of action, Dr Schonberger shows how it quickens response rates, increases product quality, lowers costs, adds greater flexibility to change volume and product mix and takes sales away from the laggard competition.
Reviews 1
Choice Review
Schonberger extends the scope of his previous books on modern manufacturing to focus more broadly on the role of manufacturing in meeting customer needs. The idea of a customer focus is not new--it is the essence of the "marketing concept" first popularized in the 1950s. But the marketing concept seemed to have its primary impact on marketers, while Schonberger appeals to a broader range of executives and students. He provides a clear statement of what all customers (not just ultimate consumers) want: better quality, quicker response, greater flexibility, and lower cost. He draws from his consulting experience to show examples of how those goals can be achieved. The author strongly believes that businesses must change their views and practices relative to production if they want to remain in the "world-class" league. A number of recent books provide good supplementary reading, particularly, Thomas G. Gunn, Manufacturing for Competitive Advantage (CH, Dec'87); Robert H. Hayes, Steven C. Wheelwright, and Kim B. Clark, Dynamic Manufacturing (CH, Feb'89); and George Stalk and Thomas M. Hout, Competing Against Time (CH, Jul'90). Schonberger's look into the future of management is well worth including in academic and public library business collections. -W. C. Struning, Seton Hall University
Table of Contents
| Preface | p. vii |
| 1. The Great Awakening: Earthquakes in the Business Functions | p. 1 |
| 2. Universal Strategy: The Shattering of Strategic Business Thought | p. 17 |
| 3. The "Customer-In" Organization | p. 34 |
| 4. Total Quality: Toward Delighting the Customer | p. 65 |
| 5. Work Force on the Attack | p. 89 |
| 6. The Learning Organization | p. 122 |
| 7. Attack on Nonobvious Wastes | p. 142 |
| 8. Minimal Accounting and Noncost Cost Control | p. 164 |
| 9. Pay, Recognition, Celebration | p. 189 |
| 10. World-Class Product Development | p. 212 |
| 11. Marketing for Total Gain | p. 237 |
| 12. Success Formulas for Volume and Flexibility | p. 263 |
| 13. Elevated Performance Standards | p. 294 |
| Appendix Quick (JIT) Response | p. 318 |
| Notes | p. 323 |
| Index | p. 337 |
