Coverart for item
The Resource Achieving service excellence : maximizing enterprise performance through innovation and technology, C.M. Chang, (electronic resource)

Achieving service excellence : maximizing enterprise performance through innovation and technology, C.M. Chang, (electronic resource)

Label
Achieving service excellence : maximizing enterprise performance through innovation and technology
Title
Achieving service excellence
Title remainder
maximizing enterprise performance through innovation and technology
Statement of responsibility
C.M. Chang
Creator
Subject
Language
eng
Summary
  • As the service sectors play an increasingly important role in all economies worldwide, service executives and professionals are well advised to recognize two main pathways to achieving sustainable success in services, namely, enhancing the strategic differentiation and operational excellence of their service enterprises; obviously, these executives and their employees need to develop the knowledge and skills required to achieve such success. This book discusses actionable methodologies needed to generate creative ideas, including deciding on which ones to pursue, how to justify projects financially, how to manage the development projects for innovative services, how to reach out to customers, and how to offer them superior service support
  • Annotation:
Related
Member of
Cataloging source
CaBNVSL
http://library.link/vocab/creatorDate
1935-
http://library.link/vocab/creatorName
Chang, C. M.
Dewey number
338.4
LC call number
HD9980.5
LC item number
.C422 2014
Series statement
Service systems and innovations in business and society collection,
http://library.link/vocab/subjectName
Service industries
Summary expansion
As the service sectors play an increasingly important role in all economies worldwide, service executives and professionals are well advised to recognize two main pathways to achieving sustainable success in services. The first path requires enhancing the strategic differentiation and operational excellence of their service enterprises; the second requires that these executives and their employees develop the knowledge and skills needed to achieve such success. Specifically, this book discusses actionable methodologies needed to generate creative ideas, including deciding on which ones to pursue; on how to justify projects financially; on how to manage the development projects for innovative services; and on how to reach out to customers and offer them superior service support. The book will illustrate how operational excellence can be achieved by emphasizing the importance of standardizing work processes. It will demonstrate how quality can be enhanced and time-to-market can be reduced through a variety of methods including the application of tools (such as Lean Six Sigma, Value stream mapping, quality assurance, FMEA, web-based enablers and SOA-based emerging productivity tools), the incorporation of emerging technologies into the workflow and, with reference to the Profit Chain Model, the retraining of staff, with a goal of increasing their productivity, by adopting and constantly improving upon known best practices. This book summarizes the key skills and knowledge in a Three Decker framework comprised of engineering management, business management and service leadership, cumulating in an actionable Take Charge model. After having studied this book, service professionals and executives will know how to apply the actionable methodologies outlined herein to maximize their contributions in achieving sustainable success for their service employers
Label
Achieving service excellence : maximizing enterprise performance through innovation and technology, C.M. Chang, (electronic resource)
Instantiates
Publication
Note
Part of: 2014 digital library
Bibliography note
Includes bibliographical references (pages 121-126) and index
Contents
Preface -- 1. Service growth -- 2. Strategic differentiation -- 3. Operational excellence -- 4. Take charge, conclusions -- Notes -- References -- Index
Control code
OCM1bookssj0001209200
Dimensions
unknown
Edition
First edition.
Isbn
9781606495445
Isbn Type
(paperback)
Specific material designation
remote
System control number
(WaSeSS)bookssj0001209200
System details
  • Mode of access: World Wide Web
  • System requirements: Adobe Acrobat reader
Label
Achieving service excellence : maximizing enterprise performance through innovation and technology, C.M. Chang, (electronic resource)
Publication
Note
Part of: 2014 digital library
Bibliography note
Includes bibliographical references (pages 121-126) and index
Contents
Preface -- 1. Service growth -- 2. Strategic differentiation -- 3. Operational excellence -- 4. Take charge, conclusions -- Notes -- References -- Index
Control code
OCM1bookssj0001209200
Dimensions
unknown
Edition
First edition.
Isbn
9781606495445
Isbn Type
(paperback)
Specific material designation
remote
System control number
(WaSeSS)bookssj0001209200
System details
  • Mode of access: World Wide Web
  • System requirements: Adobe Acrobat reader

Library Locations

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