BUSINESS RESULTS
Organizations & Web Sites

Dowjones.com
Basic business and finance information. Search engines for the Wall Street Journal databases and other business research.
Resource Type:    Web site
URL:                     www.dowjones.com
Links

Federal Government’s General Accounting Office: Reports
GAO reports and testimony from January 1, 1975 until present with links to available electronic reports. Updated daily.
Resource Type:    Federal Web Site
URL:                     www.gao.gov

Institute of Management and Administration
IOMA, The Institute of Management and Administration, publishes a broad range of high quality information products for business professionals. Each product serves two purposes: to improve the efficiency of IOMA subscribers, and to enhance the financial performance of the firm or organization. Currently, over 180,000 top business professionals rely on IOMA publications every month, and many more access our Special Reports and Electronic Services. IOMA is based in New York City's Midtown area, and has a network of editors throughout North America. IOMA relies heavily on telephone, fax, and online technology to collect data for its newsletters and reports, and guarantees that subscribers receive the information they need in time to make a difference in their decision-making.
Resource Type:    Professional Organization
URL:                     www.ioma.com/contacts/aboutus.php


Harvard Business Review
Major publisher of books, periodicals, and articles on business management fundamentals and applications.
Resource Type:    Publisher/Web Site
URL:                     www.hbsp.harvard.edu/products/hbr/ihndex.html

Books & Publications

Economic Evaluation of the Baldrige National Quality Program: Planning Report 01-3
This study, by NIST, is an economic evaluation of the Baldrige National Quality Program.
The analysis assesses:
-the net private benefits associated with the Baldrige National Quality Program to the U.S. private and public sector organizational members of the American Society for Quality,
-via generalization, the net social benefits of the Program aggregate, and ,
-the relationships between economy-wide net benefits traceable and the social costs associated with operating the Program.
The report is available to download from National Institute of Standards and Technology web site.
Resource Type:    Study/Publication
URL:                     www.nist.gov/director/prog-ofc/report01-3.pdf

GAO: WIA Report
In a new report on WIA performance measures, the US General Accounting Office assesses outcomes of the 1998 Workforce Investment Act and makes eight recommendations to USDOL on steps that need to be taken to improve the WIA performance measurement system.
Resource Type:    Online GAO Report
URL:                     www.gao.gov

Lessons from the Top
Lesson from the Top is a collection of short chapters, each offering insights into the management secrets of America’s top 50 business leaders. The book begins and ends with discussion of their methodology and the resulting data analysis that provided the list of 50 leaders interviewed for the book. 1999, Doubleday; ISBN: 0385493436
Resource Type:    Book
Authors:                Thomas Neff and James Citrin
URL:                     www.amazon.com

Strategies for High Performance: Employee Involvement, TQM, Reengineering Programs for Fortune 100 Corporations
A national study of how U.S. businesses are changing the way they organize and manage employees
Resource Type:    Book
Authors:                Manual Lawler, Edward, Susan Mohrman, & Gerald Ledford
URL:                     www.amazon.com

Journals, Magazines & Newsletters

IOMA E-Newsletter
A free e-Newsletter from the Institute of Management and Administration, to help you keep abreast of fast-moving changes in today's management practices. IOMA’s e-Newsletters is full of good, quick management information that will help you run your department or company better. The e-Newsletters are delivered to your desktop via email once a month.
Resource Type:    Monthly Newsletter
URL:                     www.ioma.com/ezines/

 

CUSTOMER MARKET FOCUS
Organizations & Web Sites

The Academy of Marketing Science
The Academy of Marketing Science is an international membership organization. Through a role of leadership, the Academy is dedicated to promoting high standards and excellence in the creation and dissemination of marketing knowledge and the furtherance of marketing practice.
Resource Type:    Professional Organization
Address:               The Academy of Marketing Science College of Business
                              Louisiana Tech University
                              PO Box 3072
                              Ruston, LA 71272
Phone:                   318-257-2612
Email:                    ams@latech.edu
URL:                     www.ams-web.org

ACSI, The American Customer Satisfaction Index
Established in 1994, the American Customer Satisfaction Index (ACSI) is a uniform and independent measure of household consumption experience. A powerful economic indicator, the ACSI tracks trends in customer satisfaction and provides benchmarking insights of the consumer economy for companies, industry trade associations, and government agencies. The ACSI is produced through a partnership of the University of Michigan Business School, the American Society for Quality (ASQ), and the international consulting firm CFI Group. The website provides information on training seminars and resources. The online library at this site provides information about books, and videos, as well as self-study tools, newsletters and sample surveys.
Resource Type:    Web Site
URL:                      www.theacsi.org

American Association for Public Opinion Research
AAPOR is an association of about 1,600 individuals who share an interest in public opinion and survey research. Members work in a wide variety of settings, including academic institutions, commercial firms, government agencies and non-profit groups, as both producers and users of survey data. Election polling, collecting statistical data, conducting market research and improving methods for surveying individuals and institutions are just a few of the diverse research interests of AAPOR members.
Resource Type:    Membership Association
Address                American Association for Public Opinion Research
                              111 Deer Lake Rdl, Ste 100
                              Deerfield, IL 60015
Phone:                   847-205-2651
Fax                        847-480-9282
Email:                    info@aapor.org
URL:                     www.aapor.org

American Marketing Association
The American Marketing Association has over 40,000 members worldwide, with nearly 400 chapters throughout North American and Canada. It is an international professional organization for people involved in the practice, study, and teaching of marketing. AMA’s purpose is to promote education; to assist in personal and professional career development among marketing professionals; and to advance the science and ethical practice of marketing disciplines. The web site offers a wide selection of books, publications and resources.
Resource Type:    Professional Organization/Web Site
Address:                311 S Wacker Drive, Suite 5800 Chicago, IL 60606
Phone:                    800-AMA-1150
Fax:                        312-542-9001
Email:                     info@ama.org
URL:                      http://ama.org

ASQ’s Customer Supplier Division
CSD is a division of the American Society for Quality. Since 1991 CSD has been serving ASQ members and others interested in effective customer-supplier relationships by fostering professional development and learning opportunities. CSD’s purpose is to explore, expand and communicate the concepts and practices that lead to effective supplier performance and increased customer satisfaction. Offerings include an annual conference, courses, books and a quarterly newsletter, The Partnership News.
Resource Type:    Professional Organization
URL:                     www.asqcsd.org/

The Association of Consumer Research
The Association for Consumer Research is a society of individuals who have a professional interest in consumer research. It is a membership organization whose mission is to advance consumer research and facilitate the exchange of scholarly information among members of academia, industry, and government worldwide.
Resource Type:    Professional Organization
Address:                Association for Consumer Research
                               Labovitz School of Business & Economics
                               University of Minnesota Duluth
                               11 East Superior Street, Suite 210
                               Duluth, MN 55802
Phone:                    218-726-7853
Fax:                        218-726-6338
Email:                    acr@acrwebsite.org
URL:                     www.acrwebsite.org

Center for Customer Driven Quality (CCDQ)
From Purdue University, CCQD is a research and education organization for behavior in customer access and access channel management issues. The center was founded in 1989 and is dedicated to helping its business partners achieve the highest quality customer access. The center provides issue-focused research and education to partners in access channel management, customer relationship strategy, people, and technology. The site provides access to readings, tools, and links.
Resource Type:    Research Organization/Web Site
Address:                1262 Mathews Hall, Suite 118 West Lafayette, IN 47907
URL:                      www.ccdq.com

The CRM Project
This project represents a comprehensive resource of authoritative knowledge on how companies can gain competitive advantage through the principles of customer relationship management.
Resource Type:    Web Site
URL:                    www.crmproject.com

MarketingChat
Sponsored by the San Diego Workforce Partnership, MarketingChat is an online marketing resource designed for the workforce development professional. The site was created to help workforce development professionals share solutions to their marketing challenges. The site provides information on how to successfully market workforce development programs and services through a learning resource center, which contains a library, marketing manual, search engine, and an “ask the expert” option.
Resource Type:    Online Resource Center
URL:                      http://marketingchat.learningframework.net

Market Research
This is one of the many valuable sections of the online resource libraries assembled by Carter McNamara. The web page provides a comprehensive selection of market research “how-to” resources with numerous links to other related material.
Resource Type:    Web Page
URL:                      www.mapnp.org/library/mrktng/mk_rsrch/mk_rsrch.htm

Pool
Strategy focused online publication that is updated every two months. Once you get by the web site theme readers will find articles covering several marketing topics including branding, e-commerce and global marketing.
Resource Type:    Web Site
URL:                      www.poolonline.com/main.html

Resource Center for Customer Service Professionals
This site is focused on call center and help desk education, but offers a wide variety of resources. Here you will find information on customer relationship management, customer satisfaction measurement, management and more.
Resource Type:    Web Site
URL:                      www.the-resource-center.com

Resources for Learning about Customer Satisfaction, Measurement, and Management
This site is a web page of customer satisfaction resources from the Resource Center for Customer Service Professionals. Here you will find self-study tools, sample surveys, videos, seminars, books, and videos.
Resource Type:    Resource Web Page
URL:                     www.the-resource-center.com/CATALOGS/csm.HTM

Books & Publications

Accounting for Tastes
This book confronts the issue of preferences and values; application of concepts to customer choice. Harvard University Press, ISBN: 0674543572
Resource Type:    Book
Author:                  Gary Stanley Becker
URL:                      www.amazon.com

Advances in Consumer Research
ACR publishes consumer behavior research, regardless of discipline or affiliation. Advances in Consumer Research is the published version of the Association for Consumer Research U.S. annual meetings. Proceedings for the Asia Pacific, European and Special conferences are also available.
Resource Type:    Conference Publications
URL:                     www.acrwebsite.org

Basic Guide to Nonprofit Program Design and Marketing
This online document guides the reader to design a program and services that are integrated with the organization's mission, strategic planning goals, and needs of clients. The resulting program plan also serves as a straightforward basis from which to write program proposals to funders and conduct program evaluations. References to Web addresses with additional free information are provided in the text of this guide.
Resource Type:    Online Guide
Author:                  Carter McNamara
URL:                      www.managementhelp.org/prog_mng/np_progs.htm

Best Practices in Customer Service
This book was developed by Ron Zemke (of the "Knock Your Socks Off" customer service series of books from AMACOM) and John Woods for HRD Press. It contains 35 articles, all but one of which were written specifically for this book. The contributors are all leading consultants and practitioners in the field of customer service. A detailed description of each article is available online, along with the author’s contact information and web site.
Resource Type:    Book/Online Publication
Authors:                Ron Zemke and John A. Woods
URL:                     www.execpc.com/cwlpubent/bpcs.htm
URL:                     www.amazon.com

Beyond Close to the Customer Video Program
Learn from Tom Peters about the difference between customer delight and customer satisfaction.
Resource Type:    Video
Provider:                CRM Learning
URL:                      www.crmlearning.com

Creating a Customer Centered Culture: Leadership in Quality, Innovation, and Speed
This book presents a hands-on approach to achieving and sustaining, leadership in quality and customer satisfaction for knowledge and service work. Through the use of exercises the book teaches a systematic approach to create a truly customer-centered culture.
Resource Type:    Book
Author:                  Robin L. Lawton
URL:                     www.amazon.com

Customer Satisfaction
This web page is a section from the free management library at the Management Assistance Program for Nonprofits. This section includes categories of information on basics, handling customer complaints, responding to angry customers, and measuring customer satisfaction. There are also sections on general resources, related library links, online discussion group, and local learning communities.
Resource Type:    Resource Web Page
URL:                     www.mapnp.org/library/customer/satisfy.htm

Customer and Market Focus at 3M Dental
How and why customer focus has become a key Dental Products Division business process and a way of life throughout 3M Dental, from the horse's mouth
Resource Type:    Online Article
URL:                       www.baldrigeplus.com/exhibit.htm

Customer and Market Focus at Boeing A&TP
A&TP's relationship with the US Air Force is one of its most important competitive advantages, depends on both working together as a single team with a shared destiny through joint plans, goals, and reviews.
Resource Type:    Online Article
URL:                      www.baldrigeplus.com/exhibit.htm

Customer Relationship Management at Solectron
When you've only got 120 customers, and they're the basis of a $7 billion business, you take good care of them. Here's how the 2-times Baldrige winner does the business.
Resource Type:    Online Article
URL:                     www.baldrigeplus.com/exhibit.htm

Customer Satisfaction and Market Share at IBM Rochester
An empirical case study based on 10 years of data from IBM's AS/400 division “to determine if there were any relationships among the numerous measurements that the organization focuses on.” Resource Type:    Online Article
URL:                     www.baldrigeplus.com/exhibit.htm

Customer Satisfaction Measurement
“Your customers have the answers.” More than a primer, but still a great place to start – a collection of survey and sampling tools, ten tips for better customer questionnaires and a wealth of other useable information and advice.
Resource Type:    Online Article
URL:                      www.baldrigeplus.com/exhibit.htm

Customer Satisfaction Measurement and Management
Using Voice of the Customer, the authors show you, step by step, how to retrieve and utilize vital customer information to implement a customer satisfaction measurement and management program. 1995, ISBN 073894278
Resource Type:    Book
Authors:                Earl Naumann and Kathleen Giel
URL:                     http://qualitypress.asq.org/

The Customer is Always Right!: Thought Provoking Insights on the Importance of Customer Satisfaction from Today’s Business Leaders
This book seeks to define how companies and institutions view customer satisfaction in a global marketplace that is constantly placing higher demands on quality and service. Kabodian’s goal is to help increase the importance given customer satisfaction in a society that often places greater emphasis on technology and production.
Resource Type:    Book
Author:                  Armen Kabodian
URL:                     www.amazon.com

Designing and Marketing Your Programs
This free, online document is module 7 of the Online Nonprofit Organization Development Program. Much of the contents of this module are from the Nuts-and-Bolts Guide to Nonprofit Program Design, and can be used by anyone as a self-study exercise to learn more about designing and marketing nonprofit programs.
Resource Type:    Online Guide
Author:                  Carter McCnamara
URL:                      www.managementhelp.org/np_progs/mkt_mod/market.htm

 

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