Description
Product Plus challenges managers at all levels to think creatively about their own organizations and customers. Christopher Lovelock combines new insights and clear explanations with a refreshing sense of humor.
The book is enriched by in-depth examples from around the world that illustrate the multiple dimensions of service strategy. You'll learn from organizations as diverse as Southwest Airlines, Firstdirect (Britain's all-telephone bank), Federal Express, Japan's Kirin Beer, BT, White Flower Farm, Boston's Beth Israel Hospital, and Hewlett-Packard.
Product Plus demonstrates the importance of reengineering-the radical redesign of business processes and arguably the hottest trend in management today. It shows that reengineering is as applicable to services as to manufacturing, but must include a clear understanding of the role played by customers themselves in "front-stage" processes.
Lovelock demolishes clichรฉs and challenges conventional wisdom-the customer is not always right, quality is not necessarily free, and outsourcing is not for everybody.
Learn from one of the world's leading authorities on service management how to:
โ Use the unique "flower of service" model to add value to your core product
โ Increase the chances for success in quality improvement programs
โ Avoid the problems that arise when the customer is "wrong"
โ Cut costs and speed service delivery
โ Harness the power of modern technology to offer 24-hour global service
โ Make your company and its products "user-friendly"
โ And much more!
ISBN:9780070387980
