09/25/08Although the ideas and case studies in Reinventing Service focus on pure service industries, such as financial services and health care, the insights in this book are a guide to any leader in search of world-class service performance.
It’s generally held that to succeed, a company must serve its customers. But that simple ambition can quickly become complex and costly today, when consumers expect the highest quality service, tailored to their needs, delivered immediately.
This strategy+business Reader is an anthology exploring the major forces shaping the execution and quality of effective service operations. We offer insight into the key challenges facing service businesses, including how to:
-
build a service strategy to support your growth objectives
-
satisfy customers efficiently and effectively
-
manage complexity
The methods and cases in Reinventing Service: New Approaches to Meet New Demands draw on Booz & Company’s deep understanding of the drivers of service businesses as well as the firm’s extensive knowledge of classic operations principles, approaches, and best practices.