This title offers a completely new and systematic approach for
greater productivity, profitability, and competitive advantage
through service. Most companies treat service as a low-priority
business operation, keeping it out of the spotlight until a
customer complains. Then service gets to make a brief appearance -
for as long as it takes to calm the customer down and fix whatever
foul-up jeopardized the relationship. In "Uncommon Service",
Frances Frei and Anne Morriss show how, in a volatile economy where
the old rules of strategic advantage no longer hold true, service
must become a competitive weapon, not a damage-control function.
That means weaving service tightly into every core decision your
company makes. The authors reveal a transformed view of service,
presenting an operating model built on tough choices organizations
must make: How do customers define "excellence" in your offering?
Is it convenience? Friendliness? Flexible choices? Price? How will
you get paid for that excellence? Will you charge customers more?
Get them to handle more service tasks themselves? How will you
empower your employees to deliver excellence? What will your
recruiting, selection, training, and job design practices look
like? What about your organizational culture? How will you get your
customers to behave? For example, what do you need to do to get
them to treat your employees with respect? Do you need to make it
easier for them to use new technology? Practical and engaging,
"Uncommon Service" makes a powerful case for a new and systematic
approach to service as a means of boosting productivity,
profitability, and competitive advantage.
關於作者：
Frances Frei is UPS Foundation Professor of Service Management
at Harvard Business School, where she developed the school''s
successful Managing Service Operations course. Anne Morriss is the
Managing Director of the Concire Leadership Institute, a consulting
firm that helps leaders to surface and remove performance
barriers
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