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Management Tools 2005 An Executive’s Guide Darrell K. Rigby Management Tools 2005 An Executive’s Guide Darrell K. Rigby www.bain.com Copyright © Bain & Company, Inc. 2005 All rights reserved. No part of this book may be reproduced in any form or by any means without permission in writing from Bain & Company. ISBN: 0-9656059-6-5 Published by: Bain & Company, Inc. 131 Dartmouth Street, Boston, MA 02116 Bain’s business is helping make companies more valuable. Founded in 1973 on the principle that consultants must measure their success in terms of their clients’ financial results, Bain works with top management teams to beat their competitors and generate substantial, lasting financial impact. Our clients have historically outperformed the stock market by 3:1. Who we work with Our clients are typically bold, ambitious business leaders. They have the talent, the will, and the open-mindedness required to succeed. They are not satisfied with the status quo. What we do We help companies find where to make their money, make more of it faster, and sustain its growth longer. We help management make the big decisions: on strategy, operations, technology, mergers and acquisitions, and organization. Where appropriate, we work with them to make it happen. How we do it We realize that helping an organization change requires more than just a recommendation. So we try to put ourselves in our clients’ shoes and focus on practical actions. For more information please visit www.bain.com or contact any of our offices. 6 North American offices Bain & Company, Inc. 131 Dartmouth Street Boston, Massachusetts 02116 tel: 617 572 2000 Bain & Company, Inc. The Monarch Tower, Suite 1200 3424 Peachtree Road, NE Atlanta, Georgia 30326 tel: 404 869 2727 Bain & Company, Inc. Sears Tower 233 South Wacker Drive, Suite 4400 Chicago, Illinois 60606 tel: 312 541 9500 Bain & Company, Inc. 5215 North O’Connor Blvd., Suite 500 Irving (Dallas), Texas 75039 tel: 972 869 2929 Bain & Company, Inc. 1901 Avenue of the Stars Los Angeles, California 90067 tel: 310 229 3000 Bain & Company, Inc. 3 Times Square, 25th Floor New York, NY 10036 tel: 646 562 8000 Bain & Company, Inc. 2 Palo Alto Square Palo Alto, California 94306 tel: 650 845 3600 Bain & Company, Inc. One Embarcadero Center San Francisco, California 94111 tel: 415 627 1000 Bain & Company Canada Inc. 2 Bloor Street East, Suite 2900 Toronto, Ontario M4W 1A8 Canada tel: 416 929 1888 7 Latin American and South American offices Bain & Company Mexico, Inc. Corporativo Reforma Laureles Paseo de los Laureles 458-301 Bosques de las Lomas México, D.F. 05120 tel: 52 555 267 1700 Bain & Company Brasil Rua Iguatemi, 192 - 21° andar 01451-010 São Paulo SP, Brasil tel: 55 11 3707 1200 European and African offices Bain & Company Netherlands, LLC Rembrandt Tower—20th Floor Amstelplein 1 1096 HA Amsterdam, The Netherlands tel: 31 20 7107 900 Bain & Company Belgium, Inc. Blue Tower—24th Floor Avenue Louise 326 1050 Brussels, Belgium tel: 32 2 626 26 26 Bain & Company Germany, Inc. Bleichstraße 14 40211 Düsseldorf, Germany tel: 49 211 42476 0 Bain & Company South Africa Inc. Suite 158, Postnet X31 Saxonwold 2132 Johannesburg, Republic of South Africa tel: 27 11 505 9000 Bain & Company, Inc. United Kingdom 40 Strand London WC2N 5RW tel: 44 20 7969 6000 Bain & Company Iberica, Inc. Paseo de Castellana 110 9a Planta 28046 Madrid, Spain tel: 34 91 590 18 00 Bain & Co., Italy Inc. Via Crocefisso n. 10 20122 Milan, Italy tel: 390 2 58288 1 Bain & Company Germany, Inc. Karlsplatz 1 80335 Munich, Germany tel: 49 89 5123 0 Bain et Compagnie, Snc 21, Boulevard de la Madeleine 75001 Paris, France tel: 33 (0) 1 44 55 75 75 Bain & Co., Italy Inc. Piazza Ungheria, 6 00198 Rome, Italy tel: 390 6 8525 01 Bain & Company Nordic, Inc. Regeringsgatan 38, 6th Floor S-111 56 Stockholm, Sweden tel: 46 8 412 54 00 Bain & Company Switzerland, Inc. Rotbuchstrasse 46 8037 Zurich, Switzerland tel: 41 1 360 8 600 Pacific Rim offices Bain & Company China, Inc. Suite 1228, China World Tower One No.1 Jian Guo Men Wai Avenue Beijing 100004, China tel: 86 10 6505 3388 Bain & Company (Hong Kong) 68/F, The Center 99 Queen’s Road Central Hong Kong tel: 852 2978 8800 Bain International Inc. Level 52 Rialto Tower South 525 Collins Street Melbourne VIC 3000 Australia tel: 61 3 8614 8000 Bain & Company Korea, Inc. Jongno Tower, 19th Floor 6 Jongno 2-ga, Jongno-gu Seoul, 110-789, Korea tel: 82 2 398 9300 Bain & Company China, Inc. Room 1902, One Corporate Avenue No. 222 Hu Bin Road, Lu Wan District Shanghai 200021 China tel: 86-21-3304-4666 Bain & Company SE Asia, Inc. Level 50, Temasek Tower 8 Shenton Way, Singapore 068811 tel: 65 6222 0123 Bain International Inc. Level 35 The Chifley Tower 2 Chifley Square Sydney NSW 2000 Australia tel: 61 2 9229 1600 Bain & Company Japan, Inc. Hibiya Kokusai Building, 14th Floor 2-2-3, Uchisaiwai-cho Chiyoda-ku, Tokyo 100-0011, Japan tel: 81 3 3502 6401 8 Table of contents Preface 10 Activity
Based Management Related topics: • Activity-Based Costing (ABC) • Customer Profitability Analysis • Product Line Profitability 12 Balanced Scorecard Related topics: • Management by Objectives (MBO) • Mission and Vision Statements • Pay-for-Performance • Strategic Balance Sheet 14 Benchmarking Related topics: • Best Demonstrated Practices • Competitor Profiles 16 Business Process Reengineering Related topics: • Cycle Time Reduction • Horizontal Organizations • Overhead Value Analysis • Process Redesign 18 Change Management Programs Related topics: • Cultural Transformation • Managing Innovation • Organizational Change • Process Redesign 20 Core Competencies Related topics: • Core Capabilities • Key Success Factors 22 9 Customer Relationship Management Related topics: • Collaborative Commerce • Customer Retention • Customer Segmentation • Customer Surveys • Loyalty Management 24 Customer Segmentation Related topics: • Customer Surveys • Factor/Cluster Analysis • Market Segmentation • One-to-One Marketing 26 Economic Value
Added Analysis Related topics: • Discounted and Free Cash-Flow Analyses • ROA, RONA, ROI Techniques • Shareholder Value Analysis 28 Growth Strategies Related topics: • Adjacency Expansion • Managing Innovation • Market Migration Analysis 30 Knowledge Management Related topics: • Groupware • Intellectual Capital Management • Learning Organization • Managing Innovation 32 Loyalty Management Related topics: • Customer and Employee Surveys • Customer Loyalty and Retention • Customer Relationship Management • Revenue Enhancement 34 10 Table of contents continued Mass Customization Related topics: • Build to Order • Cycle Time Reduction • Micro Marketing • One-to-One Marketing 36 Mission and Vision Statements Related topics: • Corporate Values Statements • Cultural Transformation • Strategic Planning 38 Offshoring Related topics: • Core Competencies • Cost Migration • Outsourcing 40 Open
Market Innovation Related topics: • Collaborative Innovation • New Product Development • Open Innovation 42 Outsourcing Related topics: • Collaborative Commerce • Core Capabilities • Strategic Alliances • Value Chain Analysis 44 Price Optimization Models Related topics: • Demand-Based Management • Pricing Strategy • Revenue Enhancement 46 RFID Related topics: • Automatic Identification • Electronic Article Surveillance • Electronic Product Codes • Supply Chain Management 48 11 Scenario and Contingency Planning Related topics: • Crisis Management • Disaster Recovery • Groupthink • Real Options Analysis • Simulation Models 50 Six Sigma Related topics: • Lean Manufacturing • Statistical Process Control • Total Quality Management 52 Strategic Alliances Related topics: • Corporate Venturing • Joint Ventures • Value-Managed Relationships • Virtual Organizations 54 Strategic Planning Related topics: • Core Competencies • Mission and Vision Statements • Scenario and Contingency Planning 56 Supply Chain Management Related topics: • Borderless Corporation • Collaborative Commerce • Value Chain Analysis 58 Total Quality Management Related topics: • Continuous Improvement • Malcolm Baldrige National Quality Award • Quality Assurance • Six Sigma 60 Subject Index 62 Author Index 65 12