Business Success Through Service Excellence
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Автор | | Moira Clark, Susan Baker |
Издатель | | Pearson Prentice Hall |
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Содержание:
Часть I. Девочка из будущего, Девочка, с которой ничего не случится, Остров ржавого лейтенанта, День рождения Алисы, Сто лет тому вперед, Пленники астероида, Часть II. ...и другие повести, Два билета в Индию, Геркулес и Гидра, Звездолет в лесу, Нужна свободная планета, Черный саквояж, Дети как дети
Описание:
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...Похожие книги