Business Success Through Service Excellence

ISBN-13: 9780750660853 / Angielski / Miękka / 2004 / 216 str.

Clark

Opis

Intended for CEOs and executive management, this title identifies the key ingredients of service excellence and shows how leading companies have achieved success. Its introductory chapter proposes a framework based on the Unisys model that shows how companies can become customer centric. It features access to a service excellence questionnaire.

Spis treści

Foreword; Acknowledgements; Managing service excellence; Customer intelligence; Operational effectiveness; Engaging people; Leadership and values; Organizational agility; Service excellence best practice; Appendix 1 – Service excellence awards – self-assessment.

O autorze

Moira Clark, Susan Bakepson