Summary: Best Practices - Robert Hiebeler, Thomas Kelly and Charles Ketteman

This work offers a summary of the book "BEST PRACTICES: Building Your Business
With Customer-Focused Solutions" by Robert Hiebeler, Thomas Kelly & Charles
Ketteman.
Robert Hiebeler is the Managing Director of KnowledgeSpace, an Arthur Andersen
project dedicated to the productive leverage of knowledge. Thomas Kelly is the
Managing Partner of Arthur Andersen Knowledge Enterprises, a business focused
on e-commerce and Internet based businesses. Charles Ketteman is the Managing
Partner of Arthur Andersen’s Business Consulting Practice.
Arthur Andersen conducted a $30 million research project to identify
specifically what world-class companies do better than anyone else. Six
business processes were identified and labeled ''best practices’’ because they
represent the optimum way for companies to achieve extraordinary results.
Taken together, these six business processes combine in a total commitment to
and focus on the customer. Best-practice companies vigorously attempt to
understand markets, form close associations with customers, design, market and
deliver products that customers want. In the process, best-practice companies
provide unequaled levels of service to their customers. When everything in the
company is focused on learning and responding to what the customer wants,
world-class performance can be achieved.
Best Practices is the book you need if you wish to learn from the best
companies.