Organisation Culture Service Excellence
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Organisation Culture Service Excellence
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Author : Md Saiful Islam
language : en
Publisher:
Release Date : 2020
Organisation Culture Service Excellence written by Md Saiful Islam and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020 with categories.
Organisational culture is a complex phenomenon usually related to shared values and norms. It is also the way members deal with different issues and problems; a form of common sense, an outcome of cultural processes at work in a particular setting (Linstead, 2004). During 1980s the economic success of Japanese firms brought the organisational culture to the spot light in order to understand the resulted economic success of recent war ravaged economy. Japanese companies seemed to have a particular employee management technique which has created committed employees ultimately resulting in a high quality output. The perceived connection between organisational culture and organisational performance draw further interest in the management literature (Anon, 2008).With the emergence of modern corporate organisation researchers have focused on how this phenomenon of organisational culture can contribute towards the achievement of corporate goals. There have been attempts by various researchers to identify effective and ideal organisational culture by studying the different attributes possessed by them.In this case study we would explore the organisational culture of Royal Arcadia Mall and further analyse the relation between its culture and other concepts such as organisational structure, motivation, leadership, power and strategy. We will analyse the positive contribution of existing culture to the success of this organisation and further identify weaknesses which need improvement to continue business success in future.
Unleashing Excellence
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Author : Dennis Snow
language : en
Publisher: John Wiley & Sons
Release Date : 2009-10-29
Unleashing Excellence written by Dennis Snow and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-10-29 with Business & Economics categories.
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.
The Six Principles Of Service Excellence
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Author : Theo Gilbert-Jamison
language : en
Publisher: AuthorHouse
Release Date : 2005-08-09
The Six Principles Of Service Excellence written by Theo Gilbert-Jamison and has been published by AuthorHouse this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005-08-09 with Business & Economics categories.
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.
Building A Service Culture
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Author :
language : en
Publisher: Gower Publishing Company, Limited
Release Date : 1999-01-01
Building A Service Culture written by and has been published by Gower Publishing Company, Limited this book supported file pdf, txt, epub, kindle and other format this book has been release on 1999-01-01 with Business planning categories.
This text introduces a customer service programme that has been applied, refined and customized in many top businesses. It explains in practical terms how you can build a service culture into your business.
Internalizing A Culture Of Business Excellence
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Author : Flevy Lasrado
language : en
Publisher: CRC Press
Release Date : 2018-12-07
Internalizing A Culture Of Business Excellence written by Flevy Lasrado and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-12-07 with Business & Economics categories.
Underline by the importance of sustainable quality management practices to contemporary organizations, this edited book complies best practice cases of leaders who have initiated and facilitated quality practices in their organizations. The cases highlight how these best practices manifested in their work cultures, values, and beliefs. Not only do they address organizational efforts towards implementation of quality practices, but they also discuss the challenges the leaders faced to instill a sense of quality in practices across the hierarchical structures of their organizations. The book highlights the profiles of quality leaders, their journey and their successes in leading quality in their organizations. A book would be an interesting read for those who are eager to integrate quality in their work culture. A key message emerging from these expertise is that ‘passion’ is truly behind the quality success!
Designing Service Excellence
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Author : Brian Hunt
language : en
Publisher: CRC Press
Release Date : 2014-11-13
Designing Service Excellence written by Brian Hunt and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-11-13 with Business & Economics categories.
The moment of truth-that instant when consumers experience and judge service quality-is often a deciding factor in business success. Designing Service Excellence: People and Technology provides practical information on the design, management, and organization of many different types of service industries, such as hotels, restaurants, banks and fina
The Toyota Way To Service Excellence Lean Transformation In Service Organizations
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Author : Jeffrey K. Liker
language : en
Publisher: McGraw Hill Professional
Release Date : 2016-09-23
The Toyota Way To Service Excellence Lean Transformation In Service Organizations written by Jeffrey K. Liker and has been published by McGraw Hill Professional this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-09-23 with Business & Economics categories.
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.
The Cult Of Service Excellence
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Author : Oke Eleazu
language : en
Publisher:
Release Date : 2016-09-12
The Cult Of Service Excellence written by Oke Eleazu and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-09-12 with Customer services categories.
Explains how an organisation can achieve a consistently excellent customer service experience. Examines the vital role of middle-management, the importance of training and staff advancement, and looks at how to assess your customer experience.
Uncommon Service
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Author : Frances Frei
language : en
Publisher: Harvard Business Review Press
Release Date : 2012-01-17
Uncommon Service written by Frances Frei and has been published by Harvard Business Review Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-01-17 with Business & Economics categories.
Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance – for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship. In Uncommon Service, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer hold true, service must become a competitive weapon, not a damage-control function. That means weaving service tightly into every core decision your company makes. The authors reveal a transformed view of service, presenting an operating model built on tough choices organizations must make: • How do customers define “excellence” in your offering? Is it convenience? Friendliness? Flexible choices? Price? • How will you get paid for that excellence? Will you charge customers more? Get them to handle more service tasks themselves? • How will you empower your employees to deliver excellence? What will your recruiting, selection, training, and job design practices look like? What about your organizational culture? • How will you get your customers to behave? For example, what do you need to do to get them to treat your employees with respect? Do you need to make it easier for them to use new technology? Practical and engaging, Uncommon Service makes a powerful case for a new and systematic approach to service as a means of boosting productivity, profitability, and competitive advantage.
Business Success Through Service Excellence
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Author : Moira Clark
language : en
Publisher: Routledge
Release Date : 2007-03-30
Business Success Through Service Excellence written by Moira Clark and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007-03-30 with Business & Economics categories.
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.