Fulfilling Customer Needs: A Practical Guide to Capacity Management

An outstanding practical guide to capacity management --a detailed blueprint for organizational excellence and maximum customer satisfaction.

Being competitive in today's marketplace means understanding the customer's expectations and providing products and services on target --the first time, every time. This book shows how to use the knowledge and skills of capacity management to do just that, with a systematic presentation of the principles and tools needed to manage resources and operational capacity effectively.

Beginning with techniques for hearing and answering the "voice of the customer," the book explores the essentials of capacity planning, from work flows and scheduling to cost estimating and budgeting. Next is an in-depth examination of resource management --how to make the most of materials and supplies, facilities and equipment, operations layout design, and more --plus a complete methodology for process capacity planning and control. Finally, all of these elements are combined in an integrated model for optimizing the performance of the organization.

Written to guide managers and production staff through the capacity planning and management process on a day-to-day basis, this book is an invaluable aid in transforming theory into real-world results.

HARRY K. JACKSON Jr., a pioneer in the implementation of modern management tools and practices, is Executive Vice President of Delta Performance Group, Inc.

NORMAND L. FRIGON is founder and president of Delta Performance Group, Inc. He is the associate director and member of the board of directors of the University of Arizona Reliability Engineering Management Institute, and coauthor of Practical Guide to Experimental Design (Wiley). Mr. Jackson and Mr. Frigon are coauthors of Achieving the Competitive Edge (Wiley), From Concept to Customer, and The Leader.