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Title: Best Practices : Building Your Business with Customer-Focused Solutions by Charles Ketteman, Arthur Andersen, Robert Heibeler, Thomas B. Kelly ISBN: 0-684-84804-X Publisher: Touchstone Books Pub. Date: 18 May, 2000 Format: Paperback Volumes: 1 List Price(USD): $13.00

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Average Customer Rating: 4.46 (13 reviews)

Rating: 5
Summary: Real direction for customer satisfaction
Comment: This book truly explains how best practices can be applied to any organization that wants to increase customer satisfaction and revenues. It does this with case studies of some of the leading companies in the world. Enjoyable reading and easy to follow.

Rating: 5
Summary: A Book of Ideas for Creativity & Innovation
Comment: A useful text with numerous examples to motivate and encourage your team to get creative and innovative. Useful to owners of small businesses and entrepreneurs to understand how the big organisations succeed. It is little things that could be done for big returns. With the focus on simple things like benchmarking and audit, understanding markets, products and services, it brings all together on winning customers. I have often trawled this book for best practices from time to time and without fail, I have found often new insight and ideas each time I flipped through it. Its a kind of book you may want to read and dip into from time to time for ideas to spark your creativity! The best practice agenda & top ten diagnostic questions at the end of each chapter are useful tools to develop your own best practices.

Rating: 5
Summary: Packed With Knowledge!
Comment: Arthur Andersen executives Robert Hiebeler, Thomas B. Kelly, and Charles Ketteman have brought the company's "Global Best Practices" program to book format. They tell you how to adapt any company's best practices to your business. They highlight dozens of examples from the thousands that they have collected for Andersen's popular database. The authors take a direct, no-frills approach to presenting their ideas and information, and concentrate on case histories that give you plenty of details. This makes the book highly useful, clear, and free of useless jargon, so we [...] recommend it to people at all levels in any business. You are bound to find some useful gems.

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