Command Performance The Art of Delivering Quality Service
| Author/creator | Martin, John E. Preface by |
| Other author | Harvard Business Review Staff. |
| Format | Electronic |
| Publication Info | Boston : Harvard Business School Press Jackson : Perseus Distribution [Distributor] |
| Description | 256 p. 09.500 x 06.500 in. |
| Supplemental Content | Full text available from eBooks on EBSCOhost |
| Subjects |
| Series | Review Book Ser. |
| Summary | Annotation Now more than ever, companies that want to stay competitive must deliver superb service to their customers. In Command Performance, leading business thinkers and executives provide valuable - and often unexpected - insights into achieving that goal. Featuring the most influential recent articles and interviews on quality service from the Harvard Business Review, Command Performance focuses on four major areas (Developing a Service Strategy, The Art of Quality Service Delivery, Delivering Quality Service in the Public Sector, and Linking Service and Profit). The contributors provide a range of timely, specific, and practical insights into what it takes to deliver quality service profitably and competitively. In addition, first-person accounts and profiles of individual firms provide inspiration and lessons from the field. Command Performance effectively integrates cutting-edge thinking on successful service delivery with experiences from real companies. Peter F. Drucker writes about how the economic landscape in the coming century will be dominated by nations with high productivity gains in knowledge and service. Frederick F. Reichheld uses the success of State Farm to demonstrate ways in which companies must revitalize their services in order to gain long-term customers. Harvard Business School professors Leonard Schlesinger and James Heskett describe a new model of the "service-driven service company", which designs business processes around workers with the closest customer contact. A twenty-five-step audit allows managers to determine how to implement successful service practices in their own companies. Other writers explore issues of delivering quality service in the public sectorarena. Peter Johnson analyzes the challenges he faced as the administrator of the Bonneville Power Administration in Portland, Oregon. Former New York City Police Commissioner Lee P. Brown describes that city's Community Patr |
| Access restriction | Available only to authorized users. |
| Technical details | Mode of access: World Wide Web |
| Genre/form | Electronic books. |
| LCCN | 94016423 |
| ISBN | 9780875845623 |
| ISBN | 0875845622 (Trade Cloth) Out of Print |
| Standard identifier# | 9780875845623 |
| Stock number | 00011689 |