Business Success Through Service ExcellenceThe 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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achieve activities Agency’s approach Awards winners behaviour benchmarking best practice organisations build Business-to-Business cent centre challenge chapter Chris Webster communication company’s complaints continuous improvement costs CragRats create culture customer experience customer intelligence customer needs customer satisfaction customer service customer’s delivery employee satisfaction enable ensure environment example feedback focus focused Greenop Happy Computers Happy’s industry innovation John Pring knowledge KPIs leaders leadership and values learning ment Nationwide Nationwide Building Society Nationwide’s offering operational effectiveness organisation’s organisational agility Park’s performance PetCareCo products and services programme Rackspace Rackspace’s recognised recruitment relationship relationship marketing reward role scheme sector segmentation Service Excellence Awards service failures sharing Six Sigma skills society’s staff Statement notes strategy success Susan Baker targets team members team’s techniques tion TNT’s tomers understand Unisys Veterans Agency vision Woburn Safari Park