Customer first : a strategy for quality service
著者
書誌事項
Customer first : a strategy for quality service
Gower, c1990
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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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