Firing on All Cylinders is based on the experiences of hundreds of public sector and business organizations improving their service/quality to master a rapidly changing world. This book brings together three organizational performance fields that have, until now, been distinct and separate. These are: 1. Customer Service - developing high perceived value and responsiveness 2. Quality Improvement - reducing defects and mistakes while increasing productivity through improved process and system control 3. Organization Development - building leadership skills and sustaining cultural changeshows that 81 percent of consumers with minor unresolved complaints ($5 or less ) will not buy again. ... with major (over $100) unresolved complaints will not buy again.2 In aquot;The Profitable Art of Service Recovery, aquot; Christopher Hart, James Heskett, ... For example: ac Toyota Motor Sales, U.S.A.a#39;s Customer Assistance Center handles about 1, 200 contacts per day on its national toll-free 800 phone number.
|Title||:||Firing on All Cylinders|
|Author||:||Jim Clemmer, Barry Sheehy|
|Publisher||:||Jim Clemmer - 1992-01-01|