Service-Quality Solution : Using Service Management to Gain Competitive Advantage

by David A. Collier

• ISBN13: 9781556237539
• ISBN10: 1556237537
• Format: Hardcover
• Copyright: 1994-01-01
• Publisher: McGraw-Hill
• More Book Details
• Purchase Benefits

Summary

Service organizations face a formidable challenge in today's competitive marketplace: They must avoid repeating the failures and loss of market share experienced by some of America's manufacturing-based enterprises. Quality alone isn't the answer, nor are outmoded management approaches that fail to address the specific needs of service processes and service encounters.
Finally, there's a viable solution.
The Service/Quality Solution presents a clear framework for building competitive advantage and surviving the pressures within today's marketplace. Throughout this pioneering book, author David A. Collier demonstrates how to "think service managements," cultivate this service commitment within the work force, and add value to your company's products and services - thus distinguishing them from your competitors'.
Enhanced with vignettes, diagrams, new service management terms, and 16 tools for effective service/quality management and analysis, The Service/Quality Solution is essential for any quality or service management library. This innovative resource helps you shift from a "product-producing" to a "service-providing" perspective so you can win and retain more customers; reveals how process performance can be "interlinked" to external performance measures such as customer satisfaction, so your company can adjust its improvement efforts and make them most effective; adds three new deadly diseases to Deming's Seven Deadly Diseases and shows how a forward-thinking service management approach can help overcome these deficiencies; and outlines approaches for designing and managing the types of service encounters that will position a company more competitively in any industry.
America is entering a new, highly competitive era - the "Servomation Age" - where an organization's ability (or inability) to manage its service processes will greatly determine its competitive status and financial stability. With the valuable guidelines inside The Service/Quality Solution, your organization can begin using service/quality to enhance performance, products, and services ... and ultimately strengthen its competitive position.

Author Biography

David A. Collier is a member of the Faculty of Management Science at The Ohio State University's College of Business.

Table of Contents

Prologue	p. 1
Service/Quality Challenges	p. 5
Basic Service Management	p. 31
The Malcolm Baldrige National Quality Award and the Service/Quality Perspective	p. 51
Consumer Benefit Package Design	p. 63
The Service Strategy Whirlpool	p. 85
Recent Service Strategy Ideas	p. 97
Facility, Process, and Job Design	p. 111
Organization and Performance Design	p. 132
Service Innovations	p. 147
Service/Quality Definition, Design, and Approach	p. 165
Service/Quality Measurement, Control, and Analysis	p. 182
Service/Quality Standards and Performance	p. 202
A Service Management Approach to Implementation	p. 217
Introduction to Interlinking	p. 235
Interlinking: Service/Quality Process Maps	p. 248
Service Encounter Management	p. 263
Final Thought	p. 287
Notes	p. 288
Index	p. 304
Table of Contents provided by Blackwell. All Rights Reserved.