Service Management Strategy and Leadership in Service Business

by Normann, Richard

• ISBN13: 9780471494393
• ISBN10: 0471494399
• Edition: 3rd
• Format: Paperback
• Copyright: 2001-01-17
• Publisher: WILEY

Summary

Of great value to managers and academics involved in the service industry this practical book, which has been translated into eight languages, will stimulate people to analyse and act on their situations.

Author Biography

Richard Normann, SMG France.

Table of Contents

About the Author	ix
Acknowledgements to the second edition	xi
Preface to the second edition	xv
Preface to the third edition	xvii
The myth and reality of a service society	1	(23)
Are we moving towards a service society?
An interpretation of the macro trends
New ideas about manufacturing companies
The industrialization of services
The positioning of this book
The status problem of the service industries
Internationalization
Is the management of services different from manufacturing management?
The moment of truth
Personality intensity
The new economic equation	24	(22)
The substance of innovation
The driving forces for innovation
Results come from customer relationships
The knowledge explosion
Service loading
Relationing
Broadening
Unbundling and re-bundling
Enabling and relieving
Service management systems	46	(15)
Introduction
Product, production and production system
Service systems as innovative linkages between human capacities
Client management and client participation
Management, structure and culture
Effective service systems are reproducible
Service management systems
Dynamic diagnosis: virtuous circles and vicious circles	61	(14)
Mechanisms behind the circles
The ecology of microcircles and macrocircles
The moment of truth: the microcircle
The macrocircle
The `internal service' circle
Relationships between three levels
Circle or spiral
A comment on concepts
The service concept	75	(14)
The service package: core and peripherals
The composition of the package
Four important ingredients of a service package
The service concept and the service delivery system
Why strategic human resource development?	89	(17)
The personnel idea: the key to the service delivery system
Definition of the idea
Blocked social mobility
Blocked professional career ladders
The energy of a life-stage transition
People who have `fallen between two stools'
Complements to basic careers
Emancipation from unrewarding environments
Ideas of temporary personnel: a common phenomenon
Business problems solved by focused ideas of personnel
Personnel ideas may need to change
The personnel idea as a tool for business improvement
The moral dilemma
Getting people to grow	106	(9)
Training
The goals of training
Tailored training programs
Follow-up and reinforcement
Job design and role design
Career design
Personnel: summary
The client as customer---the client as coproducer	115	(20)
Client participation in service operations
Relieving logics and enabling logics
Making the client productive
Creating customers
Market segmentation
Individualising services
Technology, tools and setting	135	(14)
The power of information technology
Cost rationalization
More effective quality control
Making higher quality possible
Closer link-up with the customer
Technology and design as a factor affecting behaviour
The Internet and the future
Introducing new technology
Image	149	(12)
Image as a management tool
What makes the image?
Functions and target groups
Internal marketing
The art and science of pricing	161	(8)
Why is pricing difficult?
The philosophy behind pricing as a management tool
Typical elements in pricing strategies
Pricing strategy and pricing tactics
Creating, reproducing and refining business ideas	169	(12)
The business lifecycle
Reproduction
Redefinition and continuous development
Diversification and internationalization	181	(16)
The delicate balance of the service management system
Some diversification strategies
Internationalization of services in a macro perspective
Quality	197	(17)
Two basic philosophies
A systems view
Starting from the moment of truth
Designing quality into the service management system
Quality, cost and profitability
Common reasons for failure in quality management
Some points to consider in setting up a quality program
Culture and dominating ideas as management tools	214	(7)
The origins and functions of culture
`New culture' companies
Change and leadership	221	(8)
Diagnosis and overall intervention strategy
Boosting efficiency and the quality of operations (the `industrial model')
Culture shock and `lift'
Development of the service management system: a structural approach
Strategic growth
Leaders and leadership styles
Transforming the vicious circle into a virtuous one: the role of management
References	229	(2)
Index	231