ITIL Service Strategy - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook ITIL Service Strategy write by Great Britain. Cabinet Office. This book was released on 2011. ITIL Service Strategy available in PDF, EPUB and Kindle. This volume provides updated guidance on how to design, develop and implement service management both as an organisational capability and a strategic asset. It is a guide to a strategic review of ITIL-based service management capabilities, with the aim of improving their alignment with overall business needs. It is written primarily for senior managers who provide leadership and direction in the form of objectives, plans and policies. It is also benefits mangers at other levels, by explaining the logic of senior management decisions.
Strategic Customer Service
Strategic Customer Service - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook Strategic Customer Service write by John A. GOODMAN. This book was released on 2009-05-13. Strategic Customer Service available in PDF, EPUB and Kindle. The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. Drawing on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, author Goodman uses formal research, case studies, and patented practices to show readers how they can: • calculate the financial impact of good and bad customer service • make the financial case for customer service improvements • systematically identify the causes of problems • align customer service with their brand • harness customer service strategy into their organization's culture and behavior Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom—using hard data—and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.
Service Management
Service Management - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook Service Management write by Richard Normann. This book was released on 1991-05-03. Service Management available in PDF, EPUB and Kindle. Examines the special characteristics that make services and the management of service organizations successful. Provides a comprehensive framework for service oriented businesses that stresses a streamlined service management system, the key components of which are market segment, service concept, service delivery system, image, and culture. Growth strategies and the nature of innovation are analyzed and amply illustrated. The role and principles of good leadership in service organizations form a crucial area of discourse. Topics such as the use of image and culture as management instruments, effective and persuasive communications, and ``high social technology'' are also explored.
Complex Service Delivery Processes, Third Edition
Complex Service Delivery Processes, Third Edition - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook Complex Service Delivery Processes, Third Edition write by Jean Harvey. This book was released on 2015-08-14. Complex Service Delivery Processes, Third Edition available in PDF, EPUB and Kindle. This book focuses on complex services, that is, services embodying the knowledge and capabilities of professionals, sought because of the clients lack of knowledge or skills in specialized fields. This book is also concerned with the many organizations, such as hospitals and banks, that provide services requiring a mixture of professional and other services to produce the results that customers or clients need. Professionals, semi-professionals, and technical workers laboring in all spheres of human endeavor, from law to medicine, accounting to engineering, social work to architecture, who are involved or are interested in taking part in managing their businesses, small or large, will find this book an invaluable tool in achieving success. This third edition comes with an augmented value proposition: as you read and try to understand and experiment with the material, you are invited at various points to view video clips, lasting between 15 and 25 minutes, that will clarify, complement, illustrate, or go further than what you are reading.
Supply Chain Strategy, Second Edition: Unleash the Power of Business Integration to Maximize Financial, Service, and Operations Performance
Supply Chain Strategy, Second Edition: Unleash the Power of Business Integration to Maximize Financial, Service, and Operations Performance - read free eBook in online reader or directly download on the web page. Select files or add your book in reader. Download and read online ebook Supply Chain Strategy, Second Edition: Unleash the Power of Business Integration to Maximize Financial, Service, and Operations Performance write by Edward H. Frazelle. This book was released on 2017-10-27. Supply Chain Strategy, Second Edition: Unleash the Power of Business Integration to Maximize Financial, Service, and Operations Performance available in PDF, EPUB and Kindle. The industry standard in supply chain management—fully revised and updated to provide today’s logistics solutions The proven pillars of success in logistics and supply chain management introduced in the first edition of Supply Chain Strategy now guide the supply chains of many of the world’s most successful organizations, including 3M, Abbott, BP, Coca-Cola, Disney, Hallmark, Honda, Mitsubishi, Oxxo-FEMSA, Payless, P&G, Pratt & Whitney, Wal-Mart, Rio Tinto, and many others. This Second Edition features up-to-date case studies showing how those companies and more meet supply chain goals and helps you overcome your own challenges with the latest supply chain innovations, including big-data analytics, supply chain command and control centers, large-scale supply chain optimization, integrated supply chain planning, real-time global supply chain visibility, omni-channel logistics, re-shoring, global-sourcing optimization, cloud-based supply chain management, supply chain finance, global trade management, and fourth-party logistics.
