WorldCat Identities

Hart, Christopher W. L.

Overview
Works: 36 works in 96 publications in 5 languages and 2,404 library holdings
Genres: Case studies  Encyclopedias  Drama 
Roles: Author
Classifications: HF5415.5, 658.812
Publication Timeline
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Most widely held works by Christopher W. L Hart
Service breakthroughs : changing the rules of the game by James L Heskett( Book )

19 editions published between 1990 and 1995 in English and Spanish and held by 818 WorldCat member libraries worldwide

What do Citicorp, UPS, and Marriott have in common? They are "breakthrough" service providers, firms that changed the rules of the game in their respective industries by consistently exceeding customer needs and expectations, thus forcing their competitors to either adapt or fail. With detailed case studies of Nordstrom, American Airlines, McDonald's and dozens of other companies, service management experts Heskett, Sasser and Hart show exactly how breakthrough managers - with an intuitive understanding of the "self-reinforcing management cycle" have development a strategic service vision, built loyalty, and positioned their service more successfully than their competitors
The Baldrige : what it is, how it's won, how to use it to improve quality in your company by Christopher W. L Hart( Book )

7 editions published in 1992 in English and held by 639 WorldCat member libraries worldwide

In the short span of years since Congress created the Malcolm Baldrige National Quality Award, it has become the most widely sought-after symbol of commitment to excellence and achievement of the highest quality standards. Yet according to acclaimed quality management experts Christopher Hart and Christopher Bogan, this prestigious--and often controversial--award is much more: it's a beacon and a blueprint for driving any organization to its highest levels of sustainable achievement. In The Baldrige Hart and Bogan first whisk you behind the scenes, examining the history and philosophy of The Baldrige and rigorously assessing its impact on the field of total quality management. Then step-by-step, they explain how to apply for The Baldrige, or use its quality assessment framework for internal improvement purposes. They provide inside information on how applications are screened, finalists chosen, on-site verification processes undertaken, and finally, how winners are selected. You'll find close-up looks at who the winners have been and how they did it, a working glossary of common quality terms, and an overview of state and international awards that can be used as dress rehearsals for The Baldrige. But The Baldrige goes even further, showing how quality-conscious managers can implement a seven-step process for making The Baldrige quest the centerpiece of a continuous improvement strategy. Here, finally, is all the reliable, results-driven guidance you need to commit to a core culture of customer satisfaction and constant improvement, and develop the discipline to build these beliefs into everything you do. Packed with fresh. bold, frankly provocative ideas about achieving business excellence, The Baldridge shows you how to:. Change the perception of quality from a narrowly focused inspection-based activity to a multi-faceted prevention-based discipline. Collect reliable, relevant data and use it to assess and continuously improve processes up, down, and across your organization. Build close, productive partnerships with suppliers and customers that feed improvement back into all your operations. Use the insights, wisdom, and creativity of front-line employees to contribute to quality improvement. Perform vigorous benchmarking and continuous self-measurement against competitors. Drive down costs through higher productivity and better utilization of resources, without sacrificing commitment to the customer. Apply continuous improvement techniques even to low-frequency processes like strategic planning. Much more than just a how-to manual for describing what it takes to capture the nation's most prestigious award, The Baldrige provides the guidance, discipline, and focus to move your company from the here of current quality to the there of its true competitive potential
The service management course : cases and readings by W. Earl Sasser( Book )

12 editions published in 1991 in English and held by 316 WorldCat member libraries worldwide

Extraordinary guarantees : a new way to build quality throughout your company & ensure satisfaction for your customers by Christopher W. L Hart( Book )

4 editions published in 1993 in English and held by 249 WorldCat member libraries worldwide

Strategic hotel/motel marketing by Christopher W. L Hart( Book )

9 editions published between 1986 and 1996 in English and held by 218 WorldCat member libraries worldwide

Bahnbrechender Service : Standards für den Wettbewerb von morgen by James L Heskett( Book )

3 editions published between 1991 and 1994 in 3 languages and held by 74 WorldCat member libraries worldwide

What Do Citicorp, UPS and Marriott have in common' They are "breakthrough" service providers, firms that changed the rules of the game in their respective industries by consistently meeting or exceeding customer needs and expectations. To find out how these companies do it, service management experts James Heskett, Earl Sasser, and Christopher Hart put the question to the chief executive officers of fifteen of America's leading service firms attending a workshop at the Harvard Business School. Breakthrough leaders, they discovered, think very differently about their businesses than do their competitors, in distinct and well-defined ways. Now, in Service Breakthroughs, based upon five years of exhaustive research in fourteen service industries, Heskett, Sasser, and Hart show exactly what enables one or two companies in each industry to constantly set new standards for quality and value that force competitors to adapt or fail. At the heart of breakthrough performance, the authors contend, is a sometimes intuitive but thorough understanding of the "self-reinforcing service cycle" that replaces traditional management of "trade-offs." The "cycle" is a paradigm derived from the research results suggesting direct links between heightened customer satisfaction, increased customer retention, augmented sales and profit, improved quality and productivity, greater service value per unit of cost, improved satisfaction of service providers, increased employee retention, and further heightened customer satisfaction. With detailed examples and dramatic case studies of Mark Twain Bancshares, American Airlines, Florida Power & Light, Federal Express, McDonald's and many other companies, Heskett, Sasser, and Hart show how this self-reinforcing cycle of behavior differentiates breakthrough leaders from their "merely good" competitors. The authors describe how breakthrough managers develop counterintuitive, even contrarian, strategic service visions. These companies define their "service concept" in terms of results achieved for customers rather than services performed. They target market segments by focusing on psychographics -- how customers think and behave -- instead of demographics. And instead of viewing a service delivery system as a facility where the service is producted and sold, breakthrough firms see it as an opportunity to enhance the quality of the service. These profound differences in thought and action have brought spectacular results. For managers who wish to set the pace in their service industries, Service Breakthroughs will be essential reading
Service management by Harvard University( Book )

1 edition published in 1991 in English and held by 11 WorldCat member libraries worldwide

Instructor's manual for the service management course : cases and readings by W. Earl Sasser( Book )

1 edition published in 1991 in English and held by 9 WorldCat member libraries worldwide

The Paul Revere Insurance Company : interviews with Pat Townsend, Brad Gay, Chuck Soule : April 22, 1987 by Patrick L Townsend( Visual )

2 editions published in 1987 in English and held by 5 WorldCat member libraries worldwide

Pat Townsend, director of quality team control, Brad Gay, vice-president-market development, and Chuck Soule, executive vice president-insurance operations, discuss the development of the quality control program at Paul Revere Insurance Company
Club Med : [interviews with] Jacques Giraud, Chairman and Sylvio de Bortoli, Vice President of Sales by Jacques Giraud( Visual )

3 editions published in 1988 in English and held by 5 WorldCat member libraries worldwide

Jacques Giraud, Chairman, and Sylvio de Bortoli, Vice President of Sales, discuss the "magic" or ambience that Club Med offers to vacationers. They stress the importance of selling "real vacation time" to their customers
Winning through Baldridge( Visual )

1 edition published in 1992 in English and held by 5 WorldCat member libraries worldwide

Demonstrates how the criteria for the Malcolm Baldrige National Quality Award can be used a roadmap to make any service organization a winner, even if it never applies for the award itself
Club Med (A) by Christopher W. L Hart( Book )

4 editions published between 1986 and 1990 in English and held by 4 WorldCat member libraries worldwide

Americana Incorporated : question and answer session with MBA class, January 15, 1987( Visual )

1 edition published in 1987 in English and held by 4 WorldCat member libraries worldwide

Michael A. Leven, President and Chief Operating Officer, Days Inn of America, comments on major issues of Americana Incorporated: resort planning and marketing, capacity planning, and operations management
Marketing by Christopher W. L Hart( Book )

1 edition published in 1986 in English and held by 3 WorldCat member libraries worldwide

The power of unconditional service guarantees by Christopher W. L Hart( Book )

2 editions published in 1988 in English and held by 2 WorldCat member libraries worldwide

Hospitality management library by American Hotel & Motel Association( Book )

in English and held by 2 WorldCat member libraries worldwide

Florida Power Light Quality Improvement (Q1) story exercise (B) by Christopher W. L Hart( Book )

2 editions published in 1988 in English and held by 2 WorldCat member libraries worldwide

Keeping customers( Recording )

1 edition published in 1998 in English and held by 2 WorldCat member libraries worldwide

Extraordinary guarantees : achieving breakthrough, gains in quality & customer satisfaction by Christopher W. L Hart( Book )

2 editions published in 1998 in English and held by 2 WorldCat member libraries worldwide

The Brandmindset by Duane E Knapp( )

1 edition published in 1999 in English and held by 0 WorldCat member libraries worldwide

"Through in-depth analyses of Genuine Brands - Hallmark Cards, Hampton Inn, Lexus, Whirlpool, Starbucks, Citibank, and Charter Club - Duane Knapp presents his unique five-step plan that any organization can follow to become a Genuine Brand in the minds of the customers. First, there is the Brand Assessment: how do your stake-holders - customers, suppliers, employees, etc. - perceive the brand? Second, BrandPromise: what should the brand uniquely promise? Third is Brand Blueprint: how will you communicate the brand? The fourth step is Brand Culturalization: how each and every employee must understand and adopt the BrandPromise. The first four steps all lead to the final step, Brand Advantage: how should the organization nurture, enhance, and innovate the brand? In addition to the case studies that demonstrate the application of each step, Knapp provides detailed process guides to simplify the process of becoming a Genuine Brand."--BOOK JACKET
 
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Service breakthroughs : changing the rules of the game
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The service management course : cases and readingsInstructor's manual for the service management course : cases and readings