This title contains current examples from the field of technology. It also covers global operations and the need for continuous improvement in the quality and productivity in the service industry.
"Entire service businesses have been built around the ideas of Heskett, Sasser, and Schlesinger, pioneers in the world of service. Now they test their ideas against the actual experiences of successful and unsuccessful practitioners, as well as against demands of the future, in …
In this book the authors cover every aspect of optimal service leadership: the best hiring, training, and workplace organization practices; the creation of operating strategies around areas such as facility design, capacity planning, queue management, and more; the use - and mis…
Entire service businesses have been built around the ideas of Heskett, Sasser, and Schlesinger, pioneers in the world of service. Now they test their ideas against the actual experiences of successful and unsuccessful practitioners, as well as against demands of the future, in a…
In this book the authors cover every aspect of optimal service leadership: the best hiring, training, and workplace organization practices; the creation of operating strategies around areas such as facility design, capacity planning, queue management, and more; the use - and mis…
This is Service Design Thinking introduces an inter-disciplinary approach to designing services. Service design is a bit of a buzzword these days and has gained a lot of interest from various fields. This book, assembled to describe and illustrate the emerging field of service d…
The boundaries between products and services are blurring and it is time for a different way of thinking: this is service design thinking. Here is an introduction to this way of thinking which demonstrates the similarities and differences between various disciplines involved in …
This is service design thinking: basics-tools-cases
The boundaries between products and services are blurring and it is time for a different way of thinking: this is service design thinking. Here is an introduction to this way of thinking which demonstrates the similarities and differences between various disciplines involved in …
In The Automatic Customer, John Warrillow provides the essential blueprint for turning your customers into subscribers. The lifeblood of your business is repeat customers. But customers can be fickle, markets shift and competitors are ruthless. So how do you ensure a steady flow…
Learn to adapt, use, and succeed with the business scorecard in your service organization. Rajesh K. Tyagi and Praveen Gupta systematically update outdated business scorecards originally created for manufacturing firms, replacing them with new measures to maximize investments in…