Customer first : a strategy for quality service
著者
書誌事項
Customer first : a strategy for quality service
Gower, c1990
大学図書館所蔵 全9件
  青森
  岩手
  宮城
  秋田
  山形
  福島
  茨城
  栃木
  群馬
  埼玉
  千葉
  東京
  神奈川
  新潟
  富山
  石川
  福井
  山梨
  長野
  岐阜
  静岡
  愛知
  三重
  滋賀
  京都
  大阪
  兵庫
  奈良
  和歌山
  鳥取
  島根
  岡山
  広島
  山口
  徳島
  香川
  愛媛
  高知
  福岡
  佐賀
  長崎
  熊本
  大分
  宮崎
  鹿児島
  沖縄
  韓国
  中国
  タイ
  イギリス
  ドイツ
  スイス
  フランス
  ベルギー
  オランダ
  スウェーデン
  ノルウェー
  アメリカ
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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