Packed with practical ideas and strategies for service managers, this candid case study demonstrates how to improve performance and profitability in any service business. A success story himself, Kaplan pioneers a radical new system for measuring quality in the service industry.can talk over the new equipment they are getting in, like that John Deere 310 backhoe. The coordinator now has a pretext for making those phone calls; the backhoe is something to talk about a a way to get into the dialogue. But people stillanbsp;...
|Title||:||Service Success! Lessons From a Leader on How to Turn Around a Service Business|
|Author||:||Daniel I. Kaplan, Carl Rieser|
|Publisher||:||John Wiley & Sons - 1994-03-22|