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Business success through service excellence

Author: Moira Clark; Susan Baker
Publisher: Oxford ; Burlington, MA : Elsevier Butterworth-Heinemann, 2004.
Edition/Format:   eBook : Document : EnglishView all editions and formats
Summary:
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  Read more...
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Genre/Form: Electronic books
Material Type: Document
Document Type: Book, Computer File
All Authors / Contributors: Moira Clark; Susan Baker
ISBN: 1136423141 9781136423147 1281003298 9781281003294 9786611003296 6611003290 0080472168 9780080472164
OCLC Number: 1058479453
Language Note: English.
Description: 1 online resource (211 pages)
Contents: Front Cover; Business Success Through Service Excellence; Copyright Page; Contents; List of figures; List of tables; Foreword; Acknowledgements; About the authors; 1. Managing service excellence; 2. Customer intelligence; Woburn Safari Park; Rackspace Managed Hosting; 3. Operational effectiveness; TNT; Dental Practice Board; 4. Engaging people; PetCareCo; John Pring & Son; 5. Leadership and values; Happy Computers; CragRats; 6. Organisational agility; Veterans Agency; BAA Fit Out; 7. Service excellence best practice; Nationwide; Appendix 1: 2003 Service Excellence Awards; Index.
Responsibility: Moira Clark and Susan Baker.

Abstract:

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.

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