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Tables of Contents for Understanding Business
Chapter/Section Title
Page #
Page Count
List of figures
vii
List of tables
ix
Acknowledgements
x
Introduction
1
2
SECTION 1: BUSINESS PROCESSES
3
28
Organisations as systems
5
8
Gerard Cole
Effective operations management
13
18
Nigel Slack
Stuart Chambers
Christine Harland
Alan Harrison
Robert Johnston
SECTION 2: BUSINESS PROCESSES AND ORGANISATIONAL SUCCESS
31
36
Adding value
33
9
John Kay
Competing on capabilities
42
8
George Stalk
Philip Evans
Lawrence Shulman
The value chain and competitive advantage
50
17
Michael Porter
SECTION 3: CUSTOMER PROCESSING
67
48
Marketing in a changing world
69
22
Philip Kotler
Gary Armstrong
John Saunders
Veronica Wong
A framework for developing a quality strategy in a customer processing operation
91
9
Robert Johnston
Relationship marketing
100
15
Francis Buttle
SECTION 4: MATERIALS PROCESSING
115
60
Purchasing
117
19
Peter Baily
Concept of a manufacturing system
136
13
John Parnaby
Logistics and competitive strategy
149
16
Martin Christopher
Reverse logistics
165
10
Richard A. Lancioni
SECTION 5: BUSINESS PROCESS MANAGEMENT
175
46
The triumph of process
179
8
Michael Hammer
Staple yourself to an order
187
10
Benson P. Shapiro
V. Kasturi Rangan
John J. Sviokla
Frameworks for understanding business process re-engineering
197
11
Steve Childe
Roger Maull
Jan Bennett
Business process re-engineering-contrasting what it is with what it is not
208
13
Clive Holtham
Index
221