Status
Available
Call number
Publication
Homewood, Ill. : Dow Jones-Irwin
ISBN
9781556230950
Description
From the coauthor of the business bestseller Service America! comes an essential, comprehensive, practical manual for implementing service management strategies that work. Albrecht focuses on issues and problems such as building a service culture, how to get managers to think in new ways, common mistakes and more.
Local notes
CONTENTS:
The service revolution -- Service management -- Off to a flying stop? -- Common blunders in launching service programs -- Common pitfalls in service programs -- Common pitfalls in in service programs -- "General Motors" management doesn't work for service -- Turning the pyramid upside down -- Internal service: everybody has a customer -- How to implement a service management program -- Phase 1. Understand your customer(s) -- Phase 2. Clarify your service strategy -- Phase 3. Educate the organization -- Phase 4. Implement grass-roots improvements -- Phase 5. Make it permanent -- Executive evangelism.
The service revolution -- Service management -- Off to a flying stop? -- Common blunders in launching service programs -- Common pitfalls in service programs -- Common pitfalls in in service programs -- "General Motors" management doesn't work for service -- Turning the pyramid upside down -- Internal service: everybody has a customer -- How to implement a service management program -- Phase 1. Understand your customer(s) -- Phase 2. Clarify your service strategy -- Phase 3. Educate the organization -- Phase 4. Implement grass-roots improvements -- Phase 5. Make it permanent -- Executive evangelism.