Service Breakthroughs
DOWNLOAD
Download Service Breakthroughs PDF/ePub or read online books in Mobi eBooks. Click Download or Read Online button to get Service Breakthroughs book now. This website allows unlimited access to, at the time of writing, more than 1.5 million titles, including hundreds of thousands of titles in various foreign languages. If the content not found or just blank you must refresh this page
Service Breakthroughs
DOWNLOAD
Author : James L. Heskett
language : en
Publisher: Simon and Schuster
Release Date : 1990-09-17
Service Breakthroughs written by James L. Heskett and has been published by Simon and Schuster this book supported file pdf, txt, epub, kindle and other format this book has been release on 1990-09-17 with Business & Economics categories.
What Do Citicorp, UPS and Marriott have in common? They are "breakthrough" service providers, firms that changed the rules of the game in their respective industries by consistently meeting or exceeding customer needs and expectations. To find out how these companies do it, service management experts James Heskett, Earl Sasser, and Christopher Hart put the question to the chief executive officers of fifteen of America's leading service firms attending a workshop at the Harvard Business School. Breakthrough leaders, they discovered, think very differently about their businesses than do their competitors, in distinct and well-defined ways. Now, in Service Breakthroughs, based upon five years of exhaustive research in fourteen service industries, Heskett, Sasser, and Hart show exactly what enables one or two companies in each industry to constantly set new standards for quality and value that force competitors to adapt or fail. At the heart of breakthrough performance, the authors contend, is a sometimes intuitive but thorough understanding of the "self-reinforcing service cycle" that replaces traditional management of "trade-offs." The "cycle" is a paradigm derived from the research results suggesting direct links between heightened customer satisfaction, increased customer retention, augmented sales and profit, improved quality and productivity, greater service value per unit of cost, improved satisfaction of service providers, increased employee retention, and further heightened customer satisfaction. With detailed examples and dramatic case studies of Mark Twain Bancshares, American Airlines, Florida Power & Light, Federal Express, McDonald's and many other companies, Heskett, Sasser, and Hart show how this self-reinforcing cycle of behavior differentiates breakthrough leaders from their "merely good" competitors. The authors describe how breakthrough managers develop counterintuitive, even contrarian, strategic service visions. These companies define their "service concept" in terms of results achieved for customers rather than services performed. They target market segments by focusing on psychographics -- how customers think and behave -- instead of demographics. And instead of viewing a service delivery system as a facility where the service is producted and sold, breakthrough firms see it as an opportunity to enhance the quality of the service. These profound differences in thought and action have brought spectacular results. For managers who wish to set the pace in their service industries, Service Breakthroughs will be essential reading.
What Great Service Leaders Know And Do
DOWNLOAD
Author : James L. Heskett
language : en
Publisher: Berrett-Koehler Publishers
Release Date : 2015-09-01
What Great Service Leaders Know And Do written by James L. Heskett and has been published by Berrett-Koehler Publishers this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-09-01 with Business & Economics categories.
Entire service businesses have been built around the ideas of Heskett, Sasser, and Schlesinger, pioneers in the world of service. Now they test their ideas against the actual experiences of successful and unsuccessful practitioners, as well as against demands of the future, in a book service leaders around the world will use as a guide for years to come. The authors cover every aspect of optimal service leadership: the best hiring, training, and workplace organization practices; the creation of operating strategies around areas such as facility design, capacity planning, queue management, and more; the use—and misuse—of technology in delivering top-level service; and practices that can transform loyal customers into “owners.” Looking ahead, the authors describe the world of great service leaders in which “both/and” thinking replaces trade-offs. It's a world in which new ideas will be tested against the sine qua non of the “service trifecta”—wins for employees, customers, and investors. And it's a world in which the best leaders admit that they don't have the answers and create organizations that learn, innovate, “sense and respond,” operate with fluid boundaries, and seek and achieve repeated strategic success. Using examples of dozens of companies in a wide variety of industries, such as Apollo Hospitals, Châteauform, Starbucks, Amazon, Disney, Progressive Insurance, the Dallas Mavericks, Whole Foods, IKEA, and many others, the authors present a narrative of remarkable successes, unnecessary failures, and future promise.
What Great Service Leaders Know And Do Creating Breakthroughs In Service Firms Large Print 16pt
DOWNLOAD
Author : James L. Heskett
language : en
Publisher: ReadHowYouWant
Release Date : 2015-09-01
What Great Service Leaders Know And Do Creating Breakthroughs In Service Firms Large Print 16pt written by James L. Heskett and has been published by ReadHowYouWant this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-09-01 with Business & Economics categories.
Entire service businesses have been built around the ideas of Heskett, Sasser, and Schlesinger, pioneers in the world of service. Now they test their ideas against the actual experiences of successful and unsuccessful practitioners, as well as against demands of the future, in a book service leaders around the world will use as a guide for years to come. The authors cover every aspect of optimal service leadership: the best hiring, training, and workplace organization practices; the creation of operating strategies around areas such as facility design, capacity planning, queue management, and more; the use - and misuse - of technology in delivering top - level service; and practices that can transform loyal customers into ''owners.'' Looking ahead, the authors describe the world of great service leaders in which ''both/and'' thinking replaces trade - offs. It's a world in which new ideas will be tested against the sine qua non of the ''service trifecta'' - wins for employees, customers, and investors. And it's a world in which the best leaders admit that they don't have the answers and create organizations that learn, innovate, ''sense and respond, '' operate with fluid boundaries, and seek and achieve repeated strategic success. Using examples of dozens of companies in a wide variety of industries, such as Apollo Hospitals, Chateauform, Starbucks, Amazon, Disney, Progressive Insurance, the Dallas Mavericks, Whole Foods, IKEA, and many others, the authors present a narrative of remarkable successes, unnecessary failures, and future promise."
What Great Service Leaders Know And Do
DOWNLOAD
Author : James L. Heskett
language : en
Publisher:
Release Date : 2015-09
What Great Service Leaders Know And Do written by James L. Heskett and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-09 with Business & Economics categories.
Entire service businesses have been built around the ideas of Heskett, Sasser, and Schlesinger, pioneers in the world of service. Now they test their ideas against the actual experiences of successful and unsuccessful practitioners, as well as against demands of the future, in a book service leaders around the world will use as a guide for years to come. The authors cover every aspect of optimal service leadership: the best hiring, training, and workplace organization practices; the creation of operating strategies around areas such as facility design, capacity planning, queue management, and more; the use - and misuse - of technology in delivering top - level service; and practices that can transform loyal customers into ''owners.'' Looking ahead, the authors describe the world of great service leaders in which ''both/and'' thinking replaces trade - offs. It's a world in which new ideas will be tested against the sine qua non of the ''service trifecta'' - wins for employees, customers, and investors. And it's a world in which the best leaders admit that they don't have the answers and create organizations that learn, innovate, ''sense and respond, '' operate with fluid boundaries, and seek and achieve repeated strategic success. Using examples of dozens of companies in a wide variety of industries, such as Apollo Hospitals, Châteauform, Starbucks, Amazon, Disney, Progressive Insurance, the Dallas Mavericks, Whole Foods, IKEA, and many others, the authors present a narrative of remarkable successes, unnecessary failures, and future promise.
Im For Service Breakthroughs
DOWNLOAD
Author : James L. Heskett
language : en
Publisher:
Release Date : 1991-09
Im For Service Breakthroughs written by James L. Heskett and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1991-09 with Business & Economics categories.
Service Management Course
DOWNLOAD
Author : Sasser
language : en
Publisher: Simon and Schuster
Release Date : 1991
Service Management Course written by Sasser and has been published by Simon and Schuster this book supported file pdf, txt, epub, kindle and other format this book has been release on 1991 with Service industries categories.
Service Innovation How To Go From Customer Needs To Breakthrough Services
DOWNLOAD
Author : Lance Bettencourt
language : en
Publisher: McGraw Hill Professional
Release Date : 2010-06-25
Service Innovation How To Go From Customer Needs To Breakthrough Services written by Lance Bettencourt 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 2010-06-25 with Business & Economics categories.
Advance praise for Service Innovation: "To the CEOs of all service companies I deal with: READ THIS BOOK!" -- Dave Wascha, senior director, Bing Product Management, Microsoft Corporation "Lance Bettencourt deftly blends his academic and consulting experience to provide an example-rich, readable, practical, and innovative discussion of service innovation." -- Leonard Berry, coauthor of Management Lessons from Mayo Clinic "Provides the robust framework to design services that unlock growth opportunities for every business." -- Lance Reschke, vice president, Ceridian Corporation "The tools and guidance in this book will inspire companies, small and large, to create effective and innovative services that are desperately needed." -- Mary Jo Bitner, Ph.D., W. P. Carey School of Business, Arizona State University, and coauthor of Services Marketing: Integrating Customer Focus Across the Firm "Cracks the code from the fuzzy front end through the complete life cycle of Service Innovation." -- Angelo Rago, division vice president, Global Customer Services, Abbott Medical Optics "Filled with rich examples of how firms can innovate service through helping customers get jobs done." -- Stephen W. Brown, Ph.D., W. P. Carey School of Business, Arizona State University "Any leader intent on providing distinctive value to customers must read Service Innovation." -- Michael Reynolds, staff vice president, Commercial Marketing, WellPoint, Inc. If there’s one truism about the service sector, it's that businesses don't succeed by inventing a better mousetrap; they succeed by finding the best, most cost-effective way to get rid of their customers' mice. In industries ranging from heavy machinery to health care to financial services to consumer goods, service innovation is helping businesses find new revenue streams--and enhance existing ones--by satisfying their customer's need to get things done. Few understand this better than Lance Bettencourt, a strategy adviser at Strategyn and a leading educator in management innovation consulting. And in Service Innovation, Bettencourt gives a master's class on the art and science of creating breakthrough service products. True service innovation demands that you shift the focus away from the solution and back to the customer. To achieve this shift in your business--one that takes you from making educated guesses to building a clear model to guide service innovation--Bettencourt instructs on the finer points of how to rethink your approach to the customer's needs: how the customer defines value in a product or service. Bettencourt mines nearly 20 years' experience in teaching and advising clients with service- and product-dominant businesses to demonstrate proven ways you can build, streamline, and focus your company's service product innovation processes. Among the numerous key ideas and practices are: Insight on understanding the different types of clients you serve—and how your products deliver value to them Ways to design specific frameworks for discovering service innovation opportunities for new, improved, and supplementary service products Practical guidance on staying focused on the "fuzzy front end" of service innovation The fundamental elements of a winning service strategy Finding new ways to help people solve problems and get things done is why there are goods and services in the first place. And in Service Innovation, Lance Bettencourt fills a vital need by delivering the essential guide that can put your business on the latest frontier of value creation.
Smart Technologies Breakthroughs In Research And Practice
DOWNLOAD
Author : Management Association, Information Resources
language : en
Publisher: IGI Global
Release Date : 2017-06-19
Smart Technologies Breakthroughs In Research And Practice written by Management Association, Information Resources and has been published by IGI Global this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-06-19 with Computers categories.
Ongoing advancements in modern technology have led to significant developments with smart technologies. With the numerous applications available, it becomes imperative to conduct research and make further progress in this field. Smart Technologies: Breakthroughs in Research and Practice provides comprehensive and interdisciplinary research on the most emerging areas of information science and technology. Including innovative studies on image and speech recognition, human-computer interface, and wireless technologies, this multi-volume book is an ideal source for researchers, academicians, practitioners, and students interested in advanced technological applications and developments.
Breakthroughs In Telephone Technology
DOWNLOAD
Author : Britannica Educational Publishing
language : en
Publisher: Britannica Educational Publishing
Release Date : 2011-11-01
Breakthroughs In Telephone Technology written by Britannica Educational Publishing and has been published by Britannica Educational Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-11-01 with Juvenile Nonfiction categories.
In an age where near-instantaneous communication is available through all manners of portable and pocket-sized devices, it is easy to overlook the genesis of telecommunication instrumentationthe telephone. Since Alexander Graham Bell patented the first phone in the 1800s, the telephone has undergone numerous changes to its look and functionality. This detailed volume examines the development of the telephone and related technologies, including everything from the transistor to fax machines, smart phones, and VoIP technology.
Conceptual Breakthroughs In The Evolutionary Biology Of Aging
DOWNLOAD
Author : Kenneth R. Arnold
language : en
Publisher: Academic Press
Release Date : 2023-07-10
Conceptual Breakthroughs In The Evolutionary Biology Of Aging written by Kenneth R. Arnold and has been published by Academic Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-07-10 with Science categories.
Conceptual Breakthroughs in the Evolutionary Biology of Aging continues the innovative Conceptual Breakthroughs series by providing a comprehensive outline of the major breakthroughs that built the evolutionary biology of aging as a leading scientific field. Following the evolutionary study of aging from its humble origins to the present, the book's chapters treat the field’s breakthroughs one at a time. Users will find a concise and accessible analysis of the science of aging viewed through an evolutionary lens. Building upon widely-cited studies conducted by author Michael Rose, this book covers 30 subsequent years of growth and development within the field.The book highlights key publications for those who are not experts in the field, providing an important resource for researchers. Given the prevailing interest in changing the aging process dramatically, it is a powerful tool for readers who have a vested interest in understanding its causes and future control measures. Reviews cell-molecular theories of aging in the light of evolutionary biology Offers an evolutionary analysis of prospects for mitigating aging not commonly discussed within private and public sectors Provides readers with a radically different perspective on contemporary biological gerontology, specifically through the lens of evolutionary biology