Putting Stakeholder Management into Practice

✍ Scribed by Pauline Williams (auth.), Dr. Margit Huber, Dr. Joachim Scharioth, Martina Pallas (eds.)

Publisher: Springer-Verlag Berlin Heidelberg
Year: 2004
Tongue: English
Leaves: 175
Edition: 1
Category: Library

No coin nor oath required. For personal study only.

✦ Synopsis

Stakeholder Management - today's buzzword - is difficult to translate into practice even for the experienced manager. Following "How to achieve excellence in Stakeholder Management", which included case studies from reputable companies, the present volume goes beyond explaining theoretical constructs. Success stories from a wide range of sectors and regions are analyzed in depth in order to illustrate how Stakeholder Management can be tailored to each unique situation. The reader will get concrete answers and ideas about planning and implementing successful stakeholder management in the area of customer retention, employee commitment and internal service quality. These business cases are complemented by articles on the Balanced Scorecard as well as the link between customer satisfaction and business success.

✦ Table of Contents

Front Matter....Pages I-X
Driving Action with TRIM....Pages 1-7
Ten Years of Quality Management at the Hamburger Sparkasse....Pages 9-25
Driving the Bottom Line in Finance — Is There a Link Between Customer Retention and Business Success in the Financial Services Market?....Pages 27-42
Customer Retention in Heavy Industry....Pages 43-52
Understanding Customer Retention in Eurotel Prague - TRIM Index Is only Average.......Pages 53-59
For the Better of the Company: Making TRIM Work - The Orange Switzerland Experience....Pages 61-71
Internal Service Quality as a Critical Factor for Success....Pages 73-84
The ATB Journey with TRIM....Pages 85-93
A Rather Different Speed Record: From 44 to 90 in Two Years....Pages 95-101
The Staff Survey as a Tool for Business Development....Pages 103-118
The Employee Survey as a Milestone in Business Development....Pages 119-129
Building a Customer-Centric Culture....Pages 131-134
The Balanced Scorecard as an Internal Auditing Tool....Pages 135-157
Increasing Customer Loyalty in Markets Faced with Changing Customer Expectations....Pages 159-166
Back Matter....Pages 167-173

✦ Subjects

Management

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