Beyond Six Sigma: Profitable Growth through Customer Value Creation

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9780471681519: Beyond Six Sigma: Profitable Growth through Customer Value Creation

Six Sigma is an incredibly powerful tool for trimming the fat from business processes and increasing operating efficiency to a point of near-perfection. But the days of cutting costs to create shareholder value are quickly coming to an end. In order to compete in today's super-hot global economy, companies like yours need radically new tools for connecting more closely with customers, identifying emerging market trends, and seizing opportunities for growth. Enter Customer Value Creation (CVC).

In this breakthrough guide to driving profitable growth, authors Gary Plaster and Jerry Alderman introduce CVC, a revolutionary customer-centered business paradigm that marries Six Sigma tools to the sciences of marketing and strategy.

"Beyond Six Sigma is practical, useful, and readable. The linkage of Six Sigma to customer processes is truly the next phase in achieving a competitive advantage with sustainable results. A must-read for every COO and CMO looking for the formula for profitable growth."
—Robert T. Cancalosi, Chief Learning Officer, GE Healthcare

"An insightful, practical, step-by-step approach to achieving profitable growth through a focus on building customer value."
—R. Craig Breese, President, Maytag International

"Plaster and Alderman have applied real-world principles to create a disciplined approach to growth that will truly become the next Six Sigma. Brilliant!"
—Darrell Graddy, Vice President, Lockheed Martin

"This is a book that speaks management's language. It shows us a straightforward approach to profitable growth by starting outside-in, i.e., with the customer. What a novel concept!"
—James E. Goodwin, former chairman and CEO, United Airlines

"This is one amazing book. Easy to read, easy to digest, and easy to implement. It's loaded with insight, novel ideas, cases, and breakthrough recommendations."
—James A. McClung, former senior vice president and executive officer, FMC Corporation

"This groundbreaking book clearly defines the growth agenda for all companies and provides the tools needed to deliver results! Plaster and Alderman get it!"
—D. Keith Pigues, Vice President, Marketing, CEMEX

"It would take a dozen marketing books to cover the ground that Plaster and Alderman cover with this new book. Building and sustaining growth is today's top priority and the authors hit this mark. Interesting, thought-provoking, and definitely on-target."
—Michael Preston, Professor, Columbia University Business School

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From the Inside Flap:

But times have changed, and as the global economy continues to heat up, the emphasis has begun to shift from cost-cutting to growth. This begs the question as to whether Six Sigma, with its focus on internal processes, has anything to offer companies whose very survival now depends on their ability to anticipate market trends and create value for their customers. For the authors of this groundbreaking book, the answer is a resounding "Yes!"

In Beyond Six Sigma, authors Gary Plaster and Jerry Alderman unveil a powerful new approach to meeting the challenges of doing business in today's more competitive global markets. Customer Value Creation, or "CVC," as it is known, weds the full complement of Six Sigma tools with sophisticated behavioral economics and marketing concepts and techniques in a revolutionary customer-centered paradigm for driving growth and revenues. By providing a scientific, fact-based, and infinitely adaptable methodology for developing, testing, and implementing successful growth initiatives, CVC does for marketing and strategy what traditional Six Sigma did for process improvement—imbues them with an unprecedented degree of accuracy and efficiency.

The authors review the basics of Six Sigma and explain how they function within the CVC framework. Then, with the help of numerous case studies of companies that already have achieved record growth using original CVC methods, Plaster and Alderman describe, step by step, how to:

  • Assess changing customer needs, anticipate market trends, and forecast buying patterns with extraordinary accuracy
  • Evaluate your current customer base to pinpoint the most promising areas for value creation and revenue growth
  • Create a road map for growth that integrates your current profit profile with the best value-creating marketing, product development, and strategic solutions
  • Align your people, processes, and technology with a total "outside-in" CVC program
  • Create a culture of continuous learning and continuous CVC improvement

Beyond Six Sigma supplies the tools your company needs to compete in today's super-hot global marketplace, and shows you how to use them with confidence and skill.

About the Author:

Gary Plaster is Partner with Charter Consulting, Chicago, IL.  He is former Partner with Grant Thornton LLP, serving as the National Managing Partner of the Enterprise Strategies practice and the firm's Chief Strategy Officer. He is the co-author of The Road to Success: How to Manage Growth, published by Wiley. Plaster is a speaker before many professional and academic groups.

Jerry Alderman is Principal with Charter Consulting in Chicago, IL. He has 20 years of industry and consulting experience and has developed a reputation for building unique insights into complex business problems and his problem solving skills are supported by his broad set of experiences, including highly technical operating systems to managing sales growth to setting strategic direction and pace.

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