To remain relevant in today's world, practitioners should presume
that they have two jobs: first, to do their work effectively so
that they provide value to the organization; second, to improve how
the work is done so that their organization remains competitive.
This book offers clear guidance to excel at this ubiquitous second
job. Informed by an appreciation that most personnel that work in
any firm, even firms that are manufacturing-oriented, routinely
provide services as a key element of their jobs, this book explains
how to provide and improve internal customer service, regardless of
industry or role. It illustrates the common features, or service
process "DNA," while providing a diverse set of examples to enhance
understanding. Written by a pioneer in the development of
principles and methodologies that address services in a structured
and distinctive manner, this book stresses that service processes
are distinctly different from manufacturing processes. Rigorous and
practical, this book will appeal to students and professionals
alike, in business, hospitality, industrial management, public
health, and other fields. Online resources include Excel files that
act as templates to help with quantitative analysis routines.
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