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Business Success Through Service Excellence 1st Edition by Moira Clark, Susan Baker ISBN 0750660856 9780750660853

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Business Success Through Service Excellence 1st Edition Moira Clark Digital Instant Download

Author(s): Moira Clark, Susan Baker
ISBN(s): 9780750660853, 0750660856
Edition: 1
File Details: PDF, 1.82 MB
Year: 2004
Language: english
SKU: EB-1778050 Category: Tags: ,

Business Success Through Service Excellence 1st Edition by Moira Clark, Susan Baker – Ebook PDF Instant Download/Delivery: 0750660856, 9780750660853

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Product details:

ISBN 10: 0750660856 

ISBN 13: 9780750660853

Author: Moira Clark, Susan Baker 

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.

Table of contents:

  1. Foreword

  2. Acknowledgements

  3. Managing service excellence

  4. Customer intelligence

  5. Operational effectiveness

  6. Engaging people

  7. Leadership and values

  8. Organizational agility

  9. Service excellence best practice

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Tags: Moira Clark, Susan Baker, Business Success, Service Excellence