Business Success Through Service ExcellenceBy
- Moira Clark, Director of the CRM Research Forum at Cranfield School of Management, Cranfield University.
- Susan Baker, Director of the New Marketing Research Group and Senior Lecturer of Marketing at Cranfield School of Management, Cranfield University.
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.
CEOs and Senior Managers; Business Leaders; Functional Directors; Strategy Directors and Managers; Operational Managers in Sales, Marketing, Customer Service and Finance.
Published: July 2004
Imprint: Butterworth Heinemann
- Foreword; Acknowledgements; Managing service excellence; Customer intelligence; Operational effectiveness; Engaging people; Leadership and values; Organizational agility; Service excellence best practice; Appendix 1 Service excellence awards self-assessment.