Best Practices

Building Your Business with Customer-Focused Solutions

by Robert Hiebeler, Thomas B. Kelly and Charles Ketteman

		Publisher: Simon & Schuster Pub. Date: 1998 ISBN: 9780684848044 No. pages: 240 Category: Strategy

In this summary you will learn

How Arthur Andersen consultants identified “best practices”
How your company can benefit from other companies’ best practices
How aspirin relieved Continental Airlines’ customer headache

Why you should read Best Practices

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 getAbstract recommends it to people at all levels in any business. You are bound to find some useful gems.

About the Authors

Robert Hiebeler is the managing director of KnowledgeSpace at Arthur Andersen and pioneered the development of the company’s Global Best Practices Knowledge Base. Thomas B. Kelly is the managing partner of Arthur Andersen Knowledge Enterprises, which focuses on electronic commerce and Internet-related knowledge opportunities. He also is managing director of Arthur Andersen operations west of the Rocky Mountains, and a member of the firm’s global management team. Charles Ketteman is the managing partner of Arthur Andersen’s Business Consulting practice.

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Overall		(9)
Applicability		(8)
Innovation		(9)
Style		(8)

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Level

(6)

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