Reaching The Goal: How Managers Improve a Services Business Using Goldratt's Theory of Constraints (paperback)

Reaching The Goal: How Managers Improve a Services Business Using Goldratt's Theory of Constraints (paperback)

by John Arthur Ricketts


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Product Details

ISBN-13: 9780132565417
Publisher: IBM Press
Publication date: 11/06/2007
Series: IBM Press Series
Pages: 400
Product dimensions: 6.10(w) x 9.20(h) x 1.00(d)

About the Author

John Arthur Ricketts is a distinguished engineer in IBM Global Services. As a consulting partner and technical executive, he deals with business and technical issues every day. His recent experiences range from Managed Business Process Services to Maintenance and Technical Support Services.

He began his career in manufacturing, where he saw firsthand the problems that Theory of Constraints was created to solve. While in graduate school, he managed a research laboratory studying computer users, and he developed decision support software for the U.S. Department of State. His graduate degrees are in information systems, with supporting fields in computer science and behavioral science.

After graduate school, John became a professor, teaching mostly MBAs and PhDs. He also taught in advanced information systems faculty development institutes. His publications have appeared in MIS Quarterly, Interface, Information & Management, Journal of Software Maintenance, Informatica, and Computer Programming Management. The IEEE Press, Wm. C. Brown, and EDP Auditor’s Foundation have published his monographs.

After a decade in academia, John returned to the business world, where he led research and development of software reengineering products for a large consulting and systems integration firm. He later became director of software engineering at a major telecommunications firm.

Since joining IBM, he has worked in solution development, service delivery, new ventures, professional development, intellectual capital development, and asset development. John has dozens of patents pending. He has received awards from the Decision Sciences Institute and the Association to Advance Collegiate Schools of Business, as well as IBM.

Table of Contents

Foreword by Erik Bush xv

Preface xix

About the Author xxv

Part I: Foundations

Chapter 1 Introduction 3

Chapter 2 Services On Demand 15

Chapter 3 Theory of Constraints 33

Part II: Applications

Chapter 4 Resource Management 67

Chapter 5 Project Management 91

Chapter 6 Process Management 119

Chapter 7 Finance and Accounting 157

Chapter 8 Marketing and Sales 193

Part III: Implementation

Chapter 9 Strategy and Change 221

Chapter 10 Implementation and Technology 253

Chapter 11 Conclusion 281

Part IV: Appendixes

Appendix A Resource Optimization 309

Appendix B Process Simulation 325

Appendix C Throughput Accounting for Software 339

Index 347

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