Managing Service Delivery

Managers who ignore the importance of service within their organization risk dissatisfied customers and suppliers. This text shows how vital a role is played by service quality, both internally and externally, for increasing profitability and raising market profile. It highlights the options that are open to managers seeking to measure service performance and improve delivery. Including exercises for self-assessment and providing guidelines for initiating and implementing changes, the work aims to lead the manager towards the strategic understanding of service.
 
Managers who ignore the importance of service within their organization risk dissatisfied customers and suppliers. This text shows how vital a role is played by service quality, both internally and externally, for increasing profitability and raising market profile. It highlights the options that are open to managers seeking to measure service performance and improve delivery. Including exercises for self-assessment and providing guidelines for initiating and implementing changes, the work aims to lead the manager towards the strategic understanding of service.