The service/quality solution: using service management to gain competitive advantage
Gespeichert in:
| Beteilige Person: | |
|---|---|
| Format: | Buch |
| Sprache: | Englisch |
| Veröffentlicht: |
Milwaukee, Wis.
ASQC Quality Press u.a.
1994
|
| Schlagwörter: | |
| Links: | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=006317814&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| Umfang: | XIV, 310 S. graph. Darst. |
| ISBN: | 1556237537 |
Internformat
MARC
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Datensatz im Suchindex
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|---|---|
| adam_text | Contents
Prologue 1
Parti
INTRODUCTION 3
Chapter One
SERVICE/QUALITY CHALLENGES 5
The Marketplace, 7
The Competitors, 11
Competing in New and Global Markets, 15
Time Based Strategies and Instantaneous Services, 19
Interlinking to Gain Competitive Advantage, 20
The Role of Service in New and Foreign Markets, 24
Quality Improvement and Performance, 26
The Most Powerful American Strategic Alliance, 28
Conclusion, 29
Chapter Two
BASIC SERVICE MANAGEMENT 31
Defining Service Management, 31
Technical (Outcome) and Functional (Process) Quality, 32
The Customer Evaluation Process, 33
Defining a Service Encounter, 35
Contact Technologies, 36
Service Encounters as Social Processes, 37
Losing Your Identity by Design, 38
High versus Low Contact Service Delivery Systems, 39
Frontroom, Backroom, and Instantaneous Moments of Trust, 40
Basic Tenets of Service Management, 41
The Service Encounter Cone, 46
ix
x Contents
Chapter Three
THE MALCOLM BALDRIGE NATIONAL QUALITY
AWARD AND THE SERVICE/QUALITY
PERSPECTIVE 51
The Seven MBNQA Examination Categories, 53
How Service Providing Organizations Can Improve Their
MBNQA Performance, 55
Conclusion, 60
Part II
CONSUMER BENEFIT PACKAGE MANAGEMENT 61
Chapter Four
CONSUMER BENEFIT PACKAGE DESIGN 63
Consumer Benefit Package Definition and Configuration, 64
Consumer and Employee Benefit Package Families, 68
CBP Complexity, Duplication, and Proliferation, 69
What Is the Firm s Business? 72
Customer (Market) Wants and Needs Analysis, 73
Consumer Benefit Package Attribute Analysis, 75
Slide Master s Consumer Benefit Package, 75
Other CBP Examples, 80
Chapter Five
THE SERVICE STRATEGY WHIRLPOOL 85
Strategic Decision Makers, 86
Competitive Priorities, 87
Strategic Themes and Positioning, 87
A Story of Failure in CBP Design and Strategy, 90
Multisite and Multiservice Growth Strategies, 92
A Story of Multisite Expansion with No Standard CBP or Facility
Design Early On, 94
Conclusion, 95
Contents jd
r
Chapter Six
RECENT SERVICE STRATEGY IDEAS 97
The Seven P s of Service Strategy, 97
Winning with the Seven P s, 97
Losing with the Traditional Four P s, 101
The Seven P Paradigm Works, 102
Process Moments of Trust: Analysis and Strategy, 102
Time Based Service Strategies, 104
A Service Management and Consumer Benefit Package
Approach, 106
Conclusion, 107
Part HI
SERVICE DELIVERY SYSTEM DESIGN 109
Chapter Seven
FACILITY, PROCESS, AND JOB DESIGN 111
Service Process Management—Too Little and Too Late, 111
Process Terminology, 113
The Process Is the Service, 113
Service Process Performance, 115
Process Flowcharting, 118
Facility Layout and Process Integration, 121
Self Service, 123
Waiting for Service, 125
Service Process Tours, 128
Process Design Implementation, 129
Conclusion, 129
Chapter Eight
ORGANIZATION AND PERFORMANCE DESIGN 132
Why Must the Organizational Design Change? 132
The Service Management Way to Organize Work, 134
Where Are the Quality Control Points in a Service Process? 137
The Power of Skillful Service Providers, 139
Human Performance Systems, 140
Conclusion, 145
xfl Contents
Chapter Nine
SERVICE INNOVATIONS 147
What Is a Service Innovation? 148
Protecting Service Innovations, 152
Mobile and Global Service Providers, 153
Simultaneous Scale, Scope, and Time Economies, 154
Is Technology Delivering Service Productivity? 155
Strategic and Structural Issues, 158
Services Are Fast Followers, 160
Conclusion, 161
Part TV
SERVICE/QUALITY MANAGEMENT 163
i Chapter Ten
SERVICE/QUALITY DEFINITION, DESIGN,
| AND APPROACH 165
^ Defining Service/Quality, 165
Recognizing Internal and External Service/Quality Criteria, 169
Service Encounters by Design—Courtyard by Marriott, 171
A Service Management House of Quality Example, 174
I Service/Quality Improvement Approaches, 176
Conclusion, 181
Chapter Eleven
SERVICE/QUALITY MEASUREMENT, CONTROL,
AND ANALYSIS 182
Reactive and Proactive Performance Evaluation Approaches, 183
What Performance Attributes Do We Measure? 185
Sixteen Tools of Service/Quality Measurement and Analysis, 186
Approaches to Service/Quality Monitoring and Control, 196
Conclusion, 201
Contents rill
Chapter Twelve
SERVICE/QUALITY STANDARDS AND
PERFORMANCE 202
Value of a Loyal Customer, 203
Cost of Poor Service, 203
CBP, Process, or Service Encounter Return on Investment, 206
Setting Service/Quality Standards of Performance, 208
Conclusion, 216
Chapter Thirteen
A SERVICE MANAGEMENT APPROACH TO
IMPLEMENTATION 217
A Sixteen Step Implementation Approach to Service/Quality
Improvement, 218
Who Oversees Implementation? 230
Conclusion, 231
PartV
INTERLINKING 233
Chapter Fourteen
INTRODUCTION TO INTERLINKING 235
Simple and Complex Interlinking, 236
Interlinking Skill Requirements, 238
Interlinking and the MBNQA, 239
Defining Telephone Service/Quality Performance, 240
The Telephone Repair Service Database, 241
Simple Interlinking Models (Two Way Criteria Linkages), 242
Complex Interlinking Models, 245
Conclusion, 247
xiv Contents
Chapter Fifteen
INTERLINKING: SERVICE/QUALITY
PROCESS MAPS 248
What Is a Service/Quality Process Map? 249
A Study of Service/Quality Performance for a Credit Card
Processing Center, 252
Suggestions for the Development of a Service/Quality Process
Map, 256
Conclusion, 259
Part VI
THE SERVICE ENCOUNTER 261
Chapter Sixteen
SERVICE ENCOUNTER MANAGEMENT 263
Service Encounters at Luxury and Super Budget Hotels, 264
Buying Celery in the Servomation Age, 266
Service/Quality Solutions, 269
Forget Past Mistakes but Remember Their Lessons, 286
Final Thought 287
Notes 288
Index 304
|
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| indexdate | 2024-12-20T09:38:23Z |
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| language | English |
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| publishDate | 1994 |
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| publisher | ASQC Quality Press u.a. |
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| spellingShingle | Collier, David A. The service/quality solution using service management to gain competitive advantage Dienstensector gtt Klantenservice gtt Kwaliteitscontrole gtt Customer services United States Management Service industries United States Quality control Dienstleistungssektor (DE-588)4012183-5 gnd Management (DE-588)4037278-9 gnd Qualitätskontrolle (DE-588)4047968-7 gnd Kundendienst (DE-588)4135134-4 gnd Qualitätsmanagement (DE-588)4219057-5 gnd |
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| title | The service/quality solution using service management to gain competitive advantage |
| title_auth | The service/quality solution using service management to gain competitive advantage |
| title_exact_search | The service/quality solution using service management to gain competitive advantage |
| title_full | The service/quality solution using service management to gain competitive advantage David A. Collier |
| title_fullStr | The service/quality solution using service management to gain competitive advantage David A. Collier |
| title_full_unstemmed | The service/quality solution using service management to gain competitive advantage David A. Collier |
| title_short | The service/quality solution |
| title_sort | the service quality solution using service management to gain competitive advantage |
| title_sub | using service management to gain competitive advantage |
| topic | Dienstensector gtt Klantenservice gtt Kwaliteitscontrole gtt Customer services United States Management Service industries United States Quality control Dienstleistungssektor (DE-588)4012183-5 gnd Management (DE-588)4037278-9 gnd Qualitätskontrolle (DE-588)4047968-7 gnd Kundendienst (DE-588)4135134-4 gnd Qualitätsmanagement (DE-588)4219057-5 gnd |
| topic_facet | Dienstensector Klantenservice Kwaliteitscontrole Customer services United States Management Service industries United States Quality control Dienstleistungssektor Management Qualitätskontrolle Kundendienst Qualitätsmanagement USA |
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