In this One Win Book Review, we take a look at The Goal: A Process of Ongoing Improvement by Eliyahu Goldratt.
Check out the video below to hear Adam’s one win that you can take away from The Goal: A Process of Ongoing Improvement to improve your organization’s customer experience and customer service.
FROM THE PUBLISHER:
Alex Rogo is a harried plant manager working ever more desperately to try improve performance. His factory is rapidly heading for disaster. So is his marriage. He has ninety days to save his plant – or it will be closed by corporate HQ, with hundreds of job losses. It takes a chance meeting with a professor from student days – Jonah – to help him break out of conventional ways of thinking to see what needs to be done. The story of Alex’s fight to save his plant is more than compulsive reading. It contains a serious message for all managers in industry and explains the ideas, which underline the Theory of Constraints (TOC), developed by Eli Goldratt.
One of Eli Goldratt s convictions was that the goal of an individual or an organization should not be defined in absolute terms. A good definition of a goal is one that sets us on a path of ongoing improvement.
Twenty-five years after writing The Goal, Dr. Goldratt wrote Standing on the Shoulders of Giants. In this article he provided the underlying rules of operations. This article appears at the end of this book.
For more info, go to https://www.toc-goldratt.com/en/product/the-goal-a-process-of-ongoing-improvement.
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By Adam Toporek. Adam Toporek is an internationally recognized customer service expert, keynote speaker, and workshop leader. He is the author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That Stick® blog and co-host of the Crack the Customer Code podcast.