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| Strategic Customer Service |
This book (available in bookshop starting from October 2010), published by Guerini e Associati, is introduced by Alessandro Donetti, CBE Managing Partner. The volume is the first operative manual to design and implement a customer service function wich could contribute to generate higher revenues, lower costs and positive word of mouth.
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| Excellence in the service industry |
The book which has been written by Alessandro Donetti, with introduction of Fabrizio Majorana, describes new managerial techniques, new organizational approaches and original support methodologies for service companies. This book is the answer for people working in service companies who are focused to improve their market competitiveness through higher quality and lower waste. The book is published by Guerini and Associati, it's available in bookshops since March 2009.
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| Quality Function Deployment in the Service Industry - Sistemi & Impresa |
In this article (Sistemi & Impresa - December 2008), Alessandro Donetti, A-CCI Managing Partner, describes how to introduce with success Quality Function Deployment in service companies in order to design high quality services.
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| Process Measurement in Banks |
This book (available in bookshop starting from July 2008), published by Bancaria Editrice, is the result of a research developed by Carefin (Centre for Applied Research in Finance), applied research institute of Bocconi University, to which Alessandro Donetti, A-CCI Managing Partner, participated. The book describes which are the main obstacles that banks face for spreading process measurement systems, presenting innovative approaches to overcome them.
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| Lean Service Management in the Financial Services Industry- Sistemi & Impresa |
In this article (Sistemi & Impresa, November 2007) Alessandro Donetti, A-CCI Managing Partner, describes how to introduce with success Lean Service Management into financial service companies.
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| Lean Six Sigma in banks - Azienda Banca |
In this article (Azienda Banca, May 2007) Alessandro Donetti, A-CCI Managing Partner, describes how to introduce Lean Six Sigma into banks, to guarantee excellent service to customer through a continous process simplification.
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| Lean Six Sigma for Service |
This book (available in bookshop starting from January 2007), published by Guerini e Associati, is introduced by Alessandro Donetti, A-CCI Managing Partner. The volume is the most up-to-date and complete manual to integrate Lean Production and Six Sigma in services companies.
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| Transform compliance obligation in improvement opportunities - People & Knowledge |
In this article (People & Knowledge, July - August 2006) Vincenzo Carolla, A-CCI Manager, uses his experiences in Sarbanes Oxley projects as a starting point for describing the approach that should be used in compliance projects to transform compliance obligation in improvement opportunities.
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| Manager's words. 108 items to understand business |
Rarely we can find time to dwell upon meaning of expressions that we use. Francesco Varanini's book, edited by Guerini e Associati, tells the story of 108 "manager's words", helping us to understand "what we are doing" and to operate with greater awareness.
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| Finally the person - Organizations as sources of opportunities and participation place |
Davide Storni in its last book edited by Guerini e Associati, run through 15 years of experience with the aim to show how it is possible to combine business profit with individual freedom.
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| How to build an ethic relation with the customer - Sistemi & Impresa |
In this article (Sistemi & Impresa, November 2005) Francesco Varanini, A-CCI Partner, describes how to apply Business Process Management to service processes so that they can reach an high ethical quality.
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