Service Management Audit (Financial Times Series) - Softcover

Armistead, Mr Colin; Clark, Graham

Softcover

ISBN 10: 0273647083 ISBN 13: 9780273647089

Publisher: Financial Times/ Prentice Hall, 1999

Synopsis

To prevent your customers taking their business elsewhere, your company must ensure that they are satisfied with the level and consistency of the service you provide.

The Service Management Audit enables you to assess the service delivery processes within your organisation, enabling you to identify opportunities where improvements could be made. This comprehensive audit will help you to:

• Understand the missing link between competitive strategy and service delivery
• Establish the effectiveness of your service delivery
• Ensure resources are maximised and service encounters are managed efficiently
• Manage the operational elements of service delivery such as capacity management
• Ensure the appropriate service recovery strategies are in place

About this title

About the Author

Dr. Colin Armistead

holds the Royal mail Chair of Business Performance Improvement at Bournemouth University. He has been involved in a wide variety of management training on general management programs and specific programs, and specific programs relating to the management services.

Graham R.Clark has been at the Cranfield School of Management since 1986. In addition to teaching Operations Management, he also directs the Executive MBA program. He is currently Co-Director of the Service Operations Research Club at Cranfield.

Part 2 has been adapted from the Company AuditGuide published by Cambridge Strategy Publications Ltd.

Part 3 has been developed by Cambridge Strategy Publications.Ltd.

Edition details

• Publisher: Financial Times/ Prentice Hall
• Publication date: 1999
• Language: English
• ISBN 10: 0273647083
• ISBN 13: 9780273647089
• Binding: Paperback
• Number of pages: 120