Customer First: A Strategy for Quality Service - Hardcover

Walker, Denis

Hardcover

ISBN 10: 0566028603 ISBN 13: 9780566028601

Verlag: Gower Publishing Ltd, 1990

Inhaltsangabe

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.

Details zur Ausgabe

• Verlag: Gower Publishing Ltd
• Erscheinungsdatum: 1990
• Sprache: Englisch
• ISBN 10: 0566028603
• ISBN 13: 9780566028601
• Einband: Gebundene Ausgabe
• Anzahl der Seiten: 176
• Kontakt zum Hersteller: Nicht verfügbar
• Verantwortliche Person: Nicht verfügbar