Shows you how to customize your operations by developing a clear service vision, strong partnerships throughout the supply chain and listening abilities designed to make your customer focus better than ever.

•  Lay the foundation for service readiness in the organization

•  Provide a conceptual framework to view the organization as an inverted pyramid (focused in the one direction on the customer)

•  Point the way towards delegating the necessary authorities and empowering front-line staff to deliver outstanding service

 

1.  Establishing a service vision

2.  Mapping the supplier to customer chain

3.  Assessing customer needs

4.  Managing key processes

5.  Piloting a service approach

6.  Checking and assessing early results

7.  Developing service standards

8.  Applying service learning

9.  Service empowerment

10.  Service rewards

11.  Service post-auditing