Customer first : a strategy for quality service

著者

書誌事項

Customer first : a strategy for quality service

Denis Walker

Gower, c1990

大学図書館所蔵 件 / 全9件

この図書・雑誌をさがす

注記

Includes index

内容説明・目次

内容説明

Improving customer service is no longer a matter of choice - the future of an organization depends on it. That is the premise of Denis Walker's book. Drawing on his personal experience as a manager involved in the dramatic transformation of British Airways, he sets out a model for planning, implementing and maintaining a service improvement programme designed to create competitive advantage. The first part of the book introduces key concepts and offers a template for auditing the service "health" of any organization. The second part provides a framework for improvement, with examples from a range of business and public-sector activities. The third part tells the story of British Airways from 1983 to 1989 and explains how "putting the customer first" helped to turn a slow-moving bureaucracy into a competitive and customer-responsive organization. The book concludes by demonstrating the benefits of such a programme - for customers, for staff and managers and for all other stake-holders.

目次

  • Part 1 The "customer first" concept
  • what is service?
  • service as strategy
  • knowing your customers
  • knowing your competitors
  • developing vision
  • organizing for service
  • auditing material service
  • auditing personal service
  • what went wrong?
  • summary. Part 2: Planning and running a service programme
  • the importance of ownership
  • where are we now?
  • managing a service business
  • marketing customer service
  • handling customer complaints
  • summary. Part 3: The British Airways story
  • the background
  • the "customer first" campaign
  • the second phase
  • holding gains
  • pitfalls and payoffs.

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