Release the Hostages : Using Goldratt's Theory of Constraints for Customer Support Management

by Klapholz, Richard

• ISBN13: 9780884271901
• ISBN10: 0884271900
• Format: Paperback
• Copyright: 2009-03-01
• Publisher: North River Pr

Summary

Is Customer Support More Than A Necessary Evil? For decades the Theory of Constraints has revolutionized the business world from Production on the shop floor to Engineering, Project Management and Marketing Sales, the implementation of TOC has resulted in systemwide improvements that have increased profitability without significant investment. In this book, the sequel to The Cash Machine, we learn how Customer Support, considered both the "long arm of RD" and the "extended support arm of Sales," can benefit from the application of TOC by becoming a profitable entity that sells services based on the value that's provided to customers and systematically puts resources and infrastructure in place in order to deliver quality support while making more money now and in the future.

Author Biography

Richard Klapholz is a 17 year veteran in sales, marketing and customer support of high-technology production equipment on the global scene. He is the President of Orbotech Pacific, Ltd. Klapholz holds a Bachelor of Science in Electronics Engineering from Tel Aviv University and is an INSEAD, Fontainebleau, MBA graduate. He has been instituting TOC concepts in sales and customer support for over a decade. In 2004 he co-authored The Cash Machine, a business novel on sales management using the Theory of Constraints. Richard lives in Hong Kong with his wife, Ayala, and their three daughters.

Table of Contents

Realization of the Facts	p. 1
In Search of a Solution	p. 21
The Warranty Dilemma	p. 42
More Profitable Services	p. 55
Abused Services	p. 70
Services Subcontracting	p. 82
Multi-Vendor Services	p. 91
Expert Systems	p. 98
Installations & Projects	p. 107
At Last-The Hostages are Released!	p. 118
Appendix	p. 126
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