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Business Success Through Service Excellence

Af: Susan Baker, Moira Clark Engelsk Paperback
SPAR
kr 68

Business Success Through Service Excellence

Af: Susan Baker, Moira Clark Engelsk Paperback
The text is aimed at CEOs and all executive management, however the scope of the material will engage the entire organization. The authors identify the key ingredients of service excellence and show how leading companies have achieved success. Each chapter begins with a review of the key components of service excellence followed by two mini exemplar case studies that highlight how those companies have achieved success in that particular area. An introductory chapter proposes a framework based on the Unisys model that shows how companies can become customer centric, and a final chapter takes an integrative approach and features a case study from the overall winners of the Awards to highlight how this company has achieved success.

An additional feature of the book is the service excellence questionnaire. Purchasers of the book are able to go online to complete the questionnaire and submit it to establish their competitive benchmark against other companies in both the same sector and across different sectors. A web site accompanies the book where updates on the category winners are featured to ensure that current information is always available.
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The text is aimed at CEOs and all executive management, however the scope of the material will engage the entire organization. The authors identify the key ingredients of service excellence and show how leading companies have achieved success. Each chapter begins with a review of the key components of service excellence followed by two mini exemplar case studies that highlight how those companies have achieved success in that particular area. An introductory chapter proposes a framework based on the Unisys model that shows how companies can become customer centric, and a final chapter takes an integrative approach and features a case study from the overall winners of the Awards to highlight how this company has achieved success.

An additional feature of the book is the service excellence questionnaire. Purchasers of the book are able to go online to complete the questionnaire and submit it to establish their competitive benchmark against other companies in both the same sector and across different sectors. A web site accompanies the book where updates on the category winners are featured to ensure that current information is always available.
Produktdetaljer
Sprog: Engelsk
Sider: 216
ISBN-13: 9780750660853
Indbinding: Paperback
Udgave:
ISBN-10: 0750660856
Udg. Dato: 9 jul 2004
Længde: 17mm
Bredde: 154mm
Højde: 234mm
Forlag: Taylor & Francis Ltd
Oplagsdato: 9 jul 2004
Forfatter(e): Susan Baker, Moira Clark
Forfatter(e) Susan Baker, Moira Clark


Kategori Forretningsstrategier


Sprog Engelsk


Indbinding Paperback


Sider 216


Udgave


Længde 17mm


Bredde 154mm


Højde 234mm


Udg. Dato 9 jul 2004


Oplagsdato 9 jul 2004

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