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.
In this summary, you will learn
- How Arthur Andersen consultants identified “best practices”;
- How your company can benefit from other companies’ best practices; and
- How aspirin relieved Continental Airlines’ customer headache.
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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