Cover for Business Success Through Service Excellence

Business Success Through Service Excellence

Book2004

Authors:

Moira Clark and Susan Baker

Business Success Through Service Excellence

Book2004

 

Cover for Business Success Through Service Excellence

Authors:

Moira Clark and Susan Baker

Browse this book

Book description

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 e ... read full description

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Table of contents

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  1. Full text access
  2. Book chapterNo access

    Chapter 1 - Managing service excellence

    Pages 1-12

  3. Book chapterNo access

    Chapter 2 - Customer intelligence

    Pages 13-38

  4. Book chapterNo access

    Chapter 3 - Operational effectiveness

    Pages 39-64

  5. Book chapterNo access

    Chapter 4 - Engaging people

    Pages 65-89

  6. Book chapterNo access

    Chapter 5 - Leadership and values

    Pages 90-117

  7. Book chapterNo access

    Chapter 6 - Organisational agility

    Pages 118-142

  8. Book chapterNo access

    Chapter 7 - Service excellence best practice

    Pages 143-159

  9. Book chapterNo access

    Appendix 1 - 2003 Service Excellence Awards: Self-assessment questionnaire

    Pages 161-189

  10. Book chapterNo access

    Index

    Pages 191-199

About the book

Publisher's Note: Transferred to Taylor & Francis as of 2011

Description

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.

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.

Key Features

* Features access to a service excellence questionnaire to enable companies to benchmark their achievements
* Authored by judges of the Unisys/Management Today service excellence awards, therefore takes a unique approach
* Includes a series of case studies to highlight each aspect of the awards

* Features access to a service excellence questionnaire to enable companies to benchmark their achievements
* Authored by judges of the Unisys/Management Today service excellence awards, therefore takes a unique approach
* Includes a series of case studies to highlight each aspect of the awards

Details

ISBN

978-0-7506-6085-3

Language

English

Published

2004

Copyright

Copyright © 2004 Elsevier Ltd. All rights reserved

Imprint

Butterworth-Heinemann

Authors

Moira Clark

Susan Baker