Learn how to integrate IT service metrics into your business and maximize their usage and effectiveness.

This is the most authoritative and complete guide to planning, implementing, measuring, and optimizing world-class supply chain order fulfillment and customer service processes. Straight from the Council of Supply Chain Management Professionals (CSCMP), it brings together up-to-the-minute knowledge and best practices for all facets of order fulfillment and customer service process management, from initial customer inquiry through post sales service and support. CSCMP and contributor Stanley Fawcett introduce crucial concepts ranging from customer order cycles to available-to-promise and supply chain RFID to global order capture networks. The Definitive Guide to Order Fulfillment and Customer Service imparts a deep understanding of each crucial process, helping readers optimize your most important customer contacts. Coverage includes: Basic concepts of order fulfillment and customer service, and their essential roles in meeting customer expectations Key elements and processes in order fulfillment and customer service, and interactions amongst them Principles and strategies for establishing efficient, effective, and sustainable order fulfillment and customer service processes The critical role of technology in managing order fulfillment and customer service processes Requirements and challenges of global order fulfillment and customer service processes Best practices for assessing the performance of order fulfillment and customer service processes using standard metrics and frameworks For all supply chain and operations managers, students, and other business professionals and decision-makers who are concerned with order fulfillment or customer service.

To succeed in manufacturing and service operations, managers need both technical and behavioral skills, and know how to apply these skills to transform processes and outputs in a wide variety of operational contexts throughout the supply chain. Now, there's an authoritative and comprehensive guide to best-practice manufacturing and service operations in any organization. Co-authored by a leading expert alongside the Council of Supply Chain Management Professionals (CSCMP), this reference details the planning, organizing, controlling, directing, motivating and coordinating functions used to produce goods or services. It covers long-term strategic decisions such as facility location; mid-term tactical decisions such as setting levels of inventory and labor; and short-term operational decisions such as job assignments. Coverage includes: Basic manufacturing and service operations concepts, purposes, terminology, roles, and goals; types of manufacturing and services; planning processes; inventory and labor requirements; process control; productivity levels, and budget control Key elements, processes, and interactions, including facility, material, and labor requirements planning; scheduling; and continuous process and quality improvement processes, including TQM, ISO, Six Sigma, SPC, Theory of Constraints, FMEA, and 5S Principles/strategies for establishing efficient, effective, and sustainable operations: Manufacturing and services planning and strategies, encompassing facility ownership and location, production, processes, layout, lead capacity, technology, personnel, measurement, compensation, sustainability, and more The key roles and value of technology, including MRP II systems, service systems, ERP systems, and capabilities for supporting manufacturing and service planning, execution, and cost management. Requirements and challenges of global manufacturing and service operations, including manufacturing and outsourcing in Low-Cost Countries (LCCs); logistical difficulties, labor challenges, financial implications, decision processes, contract performance, risk management, and regulation Best practices for assessing performance using standard metrics and frameworks, including KPIs, tradeoff analysis, scorecarding, dashboards, and exception management

The Definitive Guide to Quantifying, Classifying, and Measuring Enterprise IT Security Operations Security Metrics is the first comprehensive best-practice guide to defining, creating, and utilizing security metrics in the enterprise. Using sample charts, graphics, case studies, and war stories, Yankee Group Security Expert Andrew Jaquith demonstrates exactly how to establish effective metrics based on your organization’s unique requirements. You’ll discover how to quantify hard-to-measure security activities, compile and analyze all relevant data, identify strengths and weaknesses, set cost-effective priorities for improvement, and craft compelling messages for senior management. Security Metrics successfully bridges management’s quantitative viewpoint with the nuts-and-bolts approach typically taken by security professionals. It brings together expert solutions drawn from Jaquith’s extensive consulting work in the software, aerospace, and financial services industries, including new metrics presented nowhere else. You’ll learn how to: • Replace nonstop crisis response with a systematic approach to security improvement • Understand the differences between “good” and “bad” metrics • Measure coverage and control, vulnerability management, password quality, patch latency, benchmark scoring, and business-adjusted risk • Quantify the effectiveness of security acquisition, implementation, and other program activities • Organize, aggregate, and analyze your data to bring out key insights • Use visualization to understand and communicate security issues more clearly • Capture valuable data from firewalls and antivirus logs, third-party auditor reports, and other resources • Implement balanced scorecards that present compact, holistic views of organizational security effectiveness

How do you measure and report your IT services and processes? Which metrics matter the most to senior executives? Finally, here is a book that shows you how! Not theory, but a practical guide that shows you the operational metrics to use and how these can be calculated into key performance indicators (KPIs) and critical success factors (CSFs) that resonate with senior management. In this book, you will learn about the following: - Defining and building a comprehensive metrics program - Metrics that are the most important and how to calculate them - How to measure your IT services - Tips and suggestions for what to do if inadequate tools and reporting exist - Suggested approach for how to build your metrics program step-by-step In addition, this book directs you to free sources for IT service management process and service metrics and reporting dashboards that you can use yourself. Simply enter your key operational metrics and the KPIs and CSFs get automatically calculated! "A comprehensive guide for building any service management metrics program with all the information you need in one place!" "No theory here . . . this gives us real metrics we can easily go after." "A fantastic addition to our IT service management solution set!"

A brand new collection introducing today's most powerful strategies and techniques for measuring and optimizing marketing… 3 authoritative books, now in a convenient e-format, at a great price! 3 authoritative Books help you measure, analyze, and optimize every marketing investment you'll ever make Measuring and optimize your marketing investments is more crucial than ever. But, with an explosion in channels and complexity, it's also more challenging than ever. Fortunately, marketing metrics and analytics have taken giant leaps forward in recent years: techniques now exist for accurately quantifying performance and applying what you learn to improve it. In this unique 3 Book package, world-class experts present these new approaches, and show how to profit from them. In Marketing and Sales Analytics, leading consultant Cesar A. Breaexamines the experiences of 15 leaders who've built high-value analytics capabilities in multiple industries. Then, building on what they've learned, he presents a complete blueprint for succeeding with marketing analytics. You'll learn how to evaluate "ecosystemic" conditions for success, frame the right questions, and organize your people, data, and operating infrastructure to answer them. Brea helps you overcome key challenges ranging from governance to overcoming hidden biases. Along the way, he also offers specific guidance on crucial decisions such as "buy vs. build?", "centralize or decentralize?", and "hire generalists or specialists?" Next, in Cutting Edge Marketing Analytics, three pioneering experts introduce today's most valuable marketing analytics methods and tools, and offer a best-practice methodology for successful implementation. They augment this knowledge with hands on case studies, guiding you through solving key problems in resource allocation, segmentation, pricing, campaign management, firm valuation, and digital marketing strategy. All case studies are accompanied by real data used by the protagonists to make decisions. As you practice, you'll gain a deeper understanding of the value of marketing analytics, learn to integrate quantitative analysis with managerial sensibilities, master core statistical tools, and discover how to avoid crucial pitfalls. Finally, in the award-winning Marketing Metrics, Second Edition, Paul W. Farris and his colleagues show how to choose the right metrics for every marketing challenge. You'll learn how to use dashboards to view market dynamics from multiple perspectives, maximize accuracy, and "triangulate" to optimal solutions. You'll discover high-value metrics for promotional strategy, advertising, distribution, customer perceptions, market share, competitors' power, margins, pricing, products and portfolios, customer profitability, sales forces, channels, and more. This extensively updated edition introduces innovative metrics ranging from Net Promoter to social media and brand equity measurement, and shows how to build comprehensive models to optimize every marketing decision you make. If you need to measure and improve marketing performance, this 3-book package will be your most valuable resource. From world-renowned business sustainability experts Cesar A. Brea, Rajkumar Venkatesan, Paul W. Farris, Ronald T. Wilcox, Neil T. Bendle, Phillip E. Pfeifer, and David J. Reibstein

A brand new collection of state-of-the-art guides to more effective supply chain management… 4 pioneering books, now in a convenient e-format, at a great price! 4 up-to-the-minute books help you build and optimize agile, flexible, efficient global supply chains — in the face of any challenge! As a supply chain or operations professional, you face unprecedented challenges in delivering the agile, resilient, efficient supply chain your company needs. This indispensable 4-book package gives you unprecedented resources, best practices, tools, and case studies for managing each of these challenges. Global Macrotrends and Their Impact on Supply Chain Management shows how to manage supply and demand in the face of massively disruptive emerging societal, technological, geopolitical, and environmental macro trends. You’ll find a complete decision framework and practical tools, insights, and guidance for systematically mitigating new risks and building long-term competitive advantage. Step by step, you’ll walk through assessing and responding to population growth, migration, urbanization; socioeconomic change, global connectivity, environmental issues, geopolitics, growing scarcity, transportation congestion, aging infrastructure, and more. Next, Supply Chain Network Design helps you use strategic network design techniques to drive dramatic new savings throughout your supply chain. The authors, who are experts at IBM and Northwestern University, combine rigorous principles and practical applications, helping you optimize the right number, location, territory, and size of warehouses, plants, and production lines; and optimize product flow through even the most complex global supply chains. They help you manage tradeoffs such as cost vs. service level, improve operational decision-making through analytics; and re-optimize regularly for even greater savings. Then, Demand and Supply Integration shows how to implement world-class demand forecasting management, and effectively integrate it into comprehensive Demand and Supply Integration (DSI) processes. You’ll learn how to recognize failures of demand/supply integration, approach Demand Forecasting as a management process, and choose and apply the best forecasting techniques. You’ll discover how to thoroughly reflect market intelligence in forecasts; measure forecasting performance; implement advanced demand forecasting systems; manage Demand Reviews, and more. Finally, The Supply Chain Management Casebook brings together 30 up-to-date, focused case studies illuminating every aspect of modern supply chain management — from procurement to warehousing, strategy to risk management, IT to supplier selection and ethics. Contributors present key challenges in industries ranging from pharmaceuticals to fashion, and preview issues ranging from the “limits of lean” to the potential of 3-D printing. Both qualitative and quantitative cases are included; quantitative cases are supported by completed numerical solutions, and, where applicable, associated spreadsheets. From supply chain experts Chad W. Autry, Thomas J. Goldsby, John E. Bell, Michael Watson, Sara Lewis, Peter Cacioppi, Jay Jayaraman, Mark A. Moon, and Chuck Munson