Download or read book Raising the Bar on Service Excellence written by Kristin Baird and published by eBookIt.com. This book was released on 2013-05-22 with total page 209 pages. Available in PDF, EPUB and Kindle. Book excerpt: Raising the Bar on Service Excellence concentrates on five crucial leadership actions that will shift your organization from good to great. Once again, Baird pushes the reader out of the theory mode and into action. Each chapter features case examples and concludes with specific leadership action steps that will bring the organization closer to living the mission, vision, values and brand promise.

Download or read book Unleashing Excellence written by Dennis Snow and published by John Wiley & Sons. This book was released on 2009-11-16 with total page 261 pages. Available in PDF, EPUB and Kindle. Book excerpt: A step-by-step guide to designing and implementing an amazing customer service culture In today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It's not always clear what works and what doesn't, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance. Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company's individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book. Offers proven best practices for designing and implementing an excellent customer service culture Simple format divides content into nine "leadership actions" that guide you through a step-by-step process Shows you how to build a common customer service vision for your entire organization Customer service is vital to the survival of your business. If you want to move your organization's customer service practices from good to great, Unleashing Excellence is the key.

Download or read book The Art of BMW written by Peter Gantriis and published by MotorBooks International. This book was released on 2013-04-15 with total page 212 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Art of BMW: 90 Years of Motorcycle Excellence presents stunning studio portraiture of the rolling sculpture that BMW has been creating for the past 90 years. Each bike portrait is accompanied by a concise, authoritative profile of the machine. All the classic bikes are here—pre-World War II BMWs like the R5 that defined performance in that era; the military R12 that carried the Wehrmacht as it blitzkrieged its way across Europe; the R75M that accompanied Rommel’s Panzers in North Africa; the Earles-forked R69S that offered the perfect platform for mounting a Steib sidecar; the R90S café racer; the K1 “flying brick”; and the GS (Gelände Sport) series that launched a dual-sport revolution. All the bike families are covered—the side-valve machines from the early years, the early overhead-valve performance bikes, the postwar Airheads and Oilheads, the four-cylinder and six-cylinder touring bikes, the early pushrod singles, the modern overhead-cam singles, the latest parallel twins, and inline-four cylinder sport bikes. From the first model, the R32 that launched BMW's motorcycle dynasty, to the latest (and fastest) model, the World Super Bike dominating S1000RR, this book captures nearly a century of motorcycling excellence.

Download or read book Time written by Briton Hadden and published by . This book was released on 1930 with total page 1080 pages. Available in PDF, EPUB and Kindle. Book excerpt: Reels for 1973- include Time index, 1973-

Download or read book Business Success Through Service Excellence written by Moira Clark and published by Routledge. This book was released on 2007-03-30 with total page 212 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Download or read book The Six Principles of Service Excellence written by Theo Gilbert-Jamison and published by AuthorHouse. This book was released on 2005-08-09 with total page 158 pages. Available in PDF, EPUB and Kindle. Book excerpt: In reading this book, you will find that The Six Principles of Service Excellence IS: A simple, yet comprehensive, step-by-step process that, if followed implicitly, will lead any organization (small or large) to achieving and sustaining a work environment that will foster superior employee performance and service excellence. More than a theory or concept. It is a process that is effectively used in many healthcare, financial, legal, hospitality and food service organizations today by skilled and knowledgeable performance consultants and leaders. You will further come to realize that The Six Principles of Service Excellence IS NOT: A quick-fix. It is not about herding a group of employees through a 2-4 hour customer service workshop and calling it a day. For everyone, nor every organization. Without 100% commitment and involvement from senior leadership, it will not thrive. A superficial, Pep Rally. It is about making sound decisions and implementing interventions that will create lasting results.

Download or read book Customer Experience Excellence written by Tim Knight and published by Kogan Page Publishers. This book was released on 2021-08-03 with total page 273 pages. Available in PDF, EPUB and Kindle. Book excerpt: Discover how the world's best brands create outstanding customer experience, engaged teams and market-beating growth with this practical guide, providing a model that will help any organization deliver effective and seamless customer engagement. Customer experience (CX) has been a phrase in business lexicon for over 30 years. Seen by many as the last battleground, where winners will gain competitive advantage and increased market share, there is not a company in the world that is not in some way focused on the quality of the experience they deliver. However, for many businesses, CX is neither a strategic discipline, consistently applied, nor is it a well-trodden path. It's not easy to deliver exceptional customer experience, again and again, and it becomes difficult to have a CX strategy that provides tangible and measurable results. Customer Experience Excellence provides a route map to CX success. Drawing on a vast body of research collated and curated by the global consulting group KPMG, this book shows how the world's most elite organizations have made excellence a habit, by creating authentic, human connections at scale. Whether dealing with external consumers or internal colleagues, learn how to become an enlightened and agile business and 'think customer' at every single touch point.

Download or read book The Toyota Way to Service Excellence Lean Transformation in Service Organizations written by Jeffrey K. Liker and published by McGraw Hill Professional. This book was released on 2016-09-23 with total page 449 pages. Available in PDF, EPUB and Kindle. Book excerpt: The world’s bestselling Lean expert shows service-based organizations how to go Lean, gain value, and get results—The Toyota Way. A must-read for service professionals of every level, this essential book takes the proven Lean principles of the bestselling Toyota Way series and applies them directly to the industries where quality of service is crucial for success. Jeff Liker and Karyn Ross show you how to develop Lean practices throughout your organization using the famous 4P model. Whether you are an executive, manager, consultant, or frontline worker who deals with customers every day, you’ll learn how take advantage of all Lean has to offer. With this book as your guide, you’ll gain a clear understanding of Lean and discover the principles, practices and tools needed to develop people and processes that surprise and delight each of your customers. These ground-tested techniques are designed to help you make continuous improvements in your services, streamline your operations, and add ever-increasing value to your customers. Fascinating case studies of Lean-driven success in a range of service industries, including healthcare, insurance, financial services, and telecommunications, illustrate that Lean principles and practices work as well in services as they do in manufacturing. Drawn from original research and real-world examples, The Toyota Way to Service Excellence will help you make the leap to Lean.

Download or read book Achieving Excellence Through Customer Service written by John Tschohl and published by AudioInk. This book was released on 2011-09-22 with total page 454 pages. Available in PDF, EPUB and Kindle. Book excerpt: If you’ve heard and read all you want to know about how bad service is in the world and how important service is to customers and to your bottom line, you may be ready for a little action. After many recent articles and books dealing with the need for quality service, few business managers remain unconvinced. Many, however, remain unequipped to express their commitment in action. The mission of this book is to equip the already convinced to implement the already proved: service is a strategy as powerful as marketing and as potent as a quality product itself in the ongoing effort to realize the full profit potential of a company. This book gives you detailed, step-by-step knowledge that you can use in establishing profitable customer service strategies. The profit-producing capability of an organization derives from impressions made by all employees on the organization’s customers. The means of creating these impressions are the quality and efficacy of the product or service that the employees sell: the quality, accuracy, dependability, and speed of their service — and the warmth of their human relationships with customers. Training and motivation for people who actually deliver service and how-to-do-it implementation instructions are the twin I-beams supporting the substance of this book. They are: The reason this book was written. The features that distinguish this book from other books on service. Among key benefits to readers of this book are: Hands-on ideas, skills, and techniques that can be used immediately. Knowledge about shaping employee attitudes, a powerful competitive force moving a firm toward greater market share, customer loyalty, and profitability.

Download or read book Achieving Service Excellence written by Myron D. Fottler and published by . This book was released on 2002 with total page 452 pages. Available in PDF, EPUB and Kindle. Book excerpt: On any particular day, a patient can deem your organization and its services a disappointment. One unfortunate incident can cost you the goodwill of that patient and anyone that patient knows. Compete successfully in today's customer-driven market. Enhance your customer service with the tools and techniques detailed in Achieving Service Excellence: Strategies for Healthcare. Combining real-world examples with the most significant research on service management, this valuable guide presents the best available information on providing superior service.

Download or read book America s Service Meltdown written by Raul Pupo and published by Bloomsbury Publishing USA. This book was released on 2010-06-16 with total page 193 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this book, an entrepreneur and CEO of a major technology company shares original service concepts that will enable any company to keep customers coming back. What distinguishes America's Service Meltdown: Restoring Service Excellence in the Age of the Customer is its striking originality and applicability to businesses of nearly every type and size. Based on the author's extensive personal and professional experience, the book offers a straightforward, no nonsense model that clearly explains how to organize the modern enterprise for the delivery of service excellence. Customer-oriented companies can operate more effectively, Raul Pupo argues, by focusing on the critical success factors of service: leadership that unequivocally believes they are in business to serve the customer; a business-planning process centered around the customer; an organizational ethic of service up and down the ranks; and an empowered, motivated, and competent frontline organization. Readers will discover what it takes to serve customers superbly, how excellent customer service profoundly improves profitability, and how to identify the biggest obstacles to good service. Most importantly, they will be rewarded with concrete instructions that will enable them to deliver topnotch customer service every step of the way.

Download or read book Lean Six Sigma Service Excellence written by Gerald M. Taylor and published by J. Ross Publishing. This book was released on 2008-10-15 with total page 313 pages. Available in PDF, EPUB and Kindle. Book excerpt: Current books on Lean Six Sigma for service ortransactional organizations either require a significanttechnical background, or are rather conceptual in natureand lack the detail of the tools, how to use them, andthe practical skill-building exercises needed to givereaders the ability to actually implement Lean Six Sigmain their ......

Download or read book Civil Service Journal written by and published by . This book was released on 1974 with total page 156 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book This Is Schlumberger written by Schlumberger and published by Schlumberger. This book was released on 2017-09-01 with total page 184 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book assembles the historical facts, people, and culture of Schlumberger as it recognizes the 90th anniversary of the first well log conducted in Pechelbronn, France, in 1927. It is a story that began with Conrad and Marcel Schlumberger, the sons of a successful French businessman in the textile industry. Originally, their father Paul was drawn more to the study of science and did not think the world of business would suit him. When Paul took over the family firm with great success, he did not abandon his interest in the sciences. Instead, he imparted his thirst for knowledge to his sons and provided the financial support they needed to pioneer a new field, subsurface metrology, the science of measurement. Armed with their father’s support, Conrad and Marcel set out on a journey that would have a lasting effect on the oil and gas industry. Today Schlumberger is the world’s leading provider of technology for reservoir characterization, drilling, production, and processing to the oil and gas industry. Working in more than 85 countries and employing approximately 100,000 people who represent over 140 nationalities, Schlumberger supplies the industry’s most comprehensive range of products and services, from exploration through production, and integrated pore to pipeline solutions that optimize hydrocarbon recovery to deliver reservoir performance. Schlumberger seeks to become the best-run company in the world by leveraging its established strengths in technology, people, and size and focusing its actions in four areas—growth, returns, integrity, and engagement. Schlumberger has weathered the vagaries of the oil and gas industry by maintaining a clearly defined identity, investing the time to understand its customers and investors, and possessing a willingness to change. The qualities that have defined the company for the last 90 years will serve it well as we look to the future in an industry that, at the time this book was published, was navigating the longest industry downturn in the past 30 years. Though the industry’s cyclic nature is a familiar one, the current situation is not the result of lower demand or other external factors that characterized previous downturns. This unique downturn has caused many consequences for the oil and gas industry, and Schlumberger hopes to lead the way to the future.

Download or read book Achieving Service Excellence written by Myron D. Fottler and published by Ache Management Series. This book was released on 2010 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Information about customer service hits and misses is now more accessible to healthcare consumers. Outstanding healthcare organizations set the bar at a high level for both clinical and service excellence. Customers who are armed with information and aware of their options are choosing providers they believe are ready, willing, and able to provide the superior experience they expect. This book offers a blueprint for successfully competing in today's competitive healthcare marketplace. It presents the theories, methods, and techniques behind delivering an excellent healthcare experience through strategy, staffing, and systems. Each chapter explores a service principle and provides numerous real-world examples and current research findings. Among the many topics discussed are creating a patient-centered environment; building a culture in which customers are treated like guests; training, motivating, and empowering staff; measuring service quality; managing service waits; and recovering from a service failure. This second edition has been completely updated. Concepts have been expanded to include information on: Significance of aligning strategy, staffing, and systems Evidence-based service management and design principles Customer relationship management Internet-based opportunities for various purposes, including communication, information, marketing, recruitment, feedback, and training Retail clinics, concierge medicine, telemedicine, and other new customer-driven innovations Instructor Resources: Discussion questions and case studies with talking points. To see a sample, click the link in the right-hand navigation bar.

Download or read book Achieving Excellence Through Customer Service written by John Tschohl and published by Best Sellers Publishing. This book was released on 1996 with total page 388 pages. Available in PDF, EPUB and Kindle. Book excerpt: Promotes the theory that superior customer service leads to a superior business organisation

Download or read book The Commercial Motor written by and published by . This book was released on 1925 with total page 1920 pages. Available in PDF, EPUB and Kindle. Book excerpt: