Reaching the goal : how managers improve a services business using Goldratt's theory of constraints - RICKETTS (Boston, MA: : Pearson Education, 2008)
In this book, the author offers a complete, practical blueprint for using TOC in services businesses. Ricketts demonstrates why every enterprise is limited by specific constraints-and why identifying and addressing those constraints is the best way to improve performance. After illuminating TOC's principle, he illustrates its application in several core areas of business: resource management, project management, process management, finance, and marketing/sales. The book concluders with detailed guidance on implementing TOC in your organization: setting a course, getting buy-in, building TOC infrastructure, and providing the right information technology to enable it.
Keywords: Customer services-Management