Creating a Service Culture Jeremy Hope, Betsy Sanders, Leonard Berry, James Heskett, Robert Hiebeler, Robert Slater, Robert Hall, James Brian Quinn service culture, third wave, wave economy, service vision, restructure economy, service leadership  
   

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Creating a Service Culture

 "
  • What are the most important resources required for a service culture?
  • How can my company distinguish between activities that provide real value and activities that merely provide lip "service?"
  • What are the challenges that service companies face in sustaining success?"

    Jeremy Hope, Betsy Sanders, Leonard Berry, James Heskett, Robert Hiebeler, Robert Slater, Robert Hall, James Brian Quinn

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    service culture
    third wave
    wave economy
    service vision
    restructure economy
    service leadership
    approach service
    value system
    service love
    management paradigm
    service companies
    success-sustaining values
    service market
    new enterprise
    fabled service
    creating service
    creating service culture
    third wave economy
    soul service
    intelligent enterprise
    ge way
    profit chain
    soul enterprise
    strategic service
    strategic service vision
    services restructure
    services restructure economy
    commit service
    commit service leadership
    holistic approach
    holistic approach service
    discovering your
    your customers
    customers value
    discovering your customers
    your customers value
    customers value system
    new economic
    economic management
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    economic management paradigm
    sustaining success
    success service
    sustaining success service
    success service companies
    ge expansion
    expansion service
    ge expansion service
    expansion service market
    characteristics new
    characteristics new enterprise
    rate growth
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    Creating a Service Culture
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    Just in time
    Mass customization
    New consumerism
    Outsourcing
    Process development
    Product development
    Product life cycle
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    Value proposition
    Whole product concept


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    Following are the titles and brief quotes from the Concept Extracts that make up this Book Extract Suite.
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    What Is the Third Wave Economy?
    "The third wave economy is dominated by service organizations, which now provide the vast majority of added value and jobs in all industrialized countries."
    From: Competing in the Third Wave; Jeremy Hope; 1997 Harvard Business School Press
    Strategic Service Vision
    "Frontline services are products of fundamentally strategic issues, issues that have to be understood and addressed by top management."
    From: The Service Profit Chain; James Heskett; 1997 Free Press
    Services Restructure the Economy
    "Leveraged intellect and its prime facilitator, service technology, are reshaping not only the service industries but also U.S. manufacturing, the country's overall economic and growth patterns."
    From: Intelligent Enterprise; James Brian Quinn; 1992 Free Press
    Commit to Service Leadership
    "The essential difference between companies where service is the fundamental structure and companies without this foundation lies in leadership."
    From: Fabled Service; Betsy Sanders; 1995 Jossey-Bass
    An Holistic Approach to Service
    "There is no matrix you can superimpose upon your organization to create and to nurture quality service. Service is first and foremost a mindset, an attitude, a commitment."
    From: Fabled Service; Betsy Sanders; 1995 Jossey-Bass
    Discovering Your Customers' Value System
    "Fabled service providers are not merely dedicated to providing good service; they are dedicated to exceeding their own standards."
    From: Fabled Service; Betsy Sanders; 1995 Jossey-Bass
    To Service, With Love
    "If you think it ain't broke, you probably haven't looked closely enough."
    From: Best Practices; Robert Hiebeler; 1998 Simon & Schuster
    A New Economic and Management Paradigm
    "Services and the management of intellect will be the keys to future economic success for nations?as well as for all businesses regardless of whether they are in the "manufacturing" or the "services" industries. "
    From: Intelligent Enterprise; James Brian Quinn; 1992 Free Press
    Sustaining Success in Service Companies
    "One of the biggest mistakes managers make is assuming that value and price mean the same thing to customers."
    From: Discovering the Soul of Service; Leonard Berry; 1999 Free Press
    Success-Sustaining Values
    "The stronger the fit between the values of senior managers and employees, the stronger the guiding and motivating influence of organizational values."
    From: Discovering the Soul of Service; Leonard Berry; 1999 Free Press
    GE's Expansion into the Service Market
    "The rate of growth in the service sector is potentially higher than the rate of growth for manufacturing?only so many pieces of industrial equipment can be sold in the world. "
    From: Jack Welch and the GE Way; Robert Slater; 1999 McGraw Hill Professional Book Group
    Characteristics of the New Enterprise
    "American managers during the 1980s made a bigger leap than they realize?in ideals, if not always in actual accomplishment. "
    From: The Soul of the Enterprise; Robert Hall; 1993 John Wiley & Sons, Inc.
     
    Key Phrases in this Suite:
    service culture, third wave, wave economy, service vision, restructure economy, service leadership, approach service, value system, service love, management paradigm, service companies, success-sustaining values, service market, new enterprise, fabled service, creating service, creating service culture, third wave economy, soul service, intelligent enterprise, ge way, profit chain, soul enterprise, strategic service, strategic service vision, services restructure, services restructure economy, commit service, commit service leadership, holistic approach, holistic approach service, discovering your, your customers, customers value, discovering your customers, your customers value, customers value system, new economic, economic management, new economic management, economic management paradigm, sustaining success, success service, sustaining success service, success service companies, ge expansion, expansion service, ge expansion service, expansion service market, characteristics new, characteristics new enterprise, rate growth, Jeremy Hope, Betsy Sanders, Leonard Berry, James Heskett, Robert Hiebeler, Robert Slater, Robert Hall, James Brian Quinn


    Books at MeansBusiness by: Jeremy Hope
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    Books at MeansBusiness by: James Brian Quinn
    		 
             


     
    		 
               
         
     
     



    Products & Services
    Book Summaries

    Accelerating Innovation Improving the Process of Product Development | Marvin Patterson|1993
    Advanced Supply Chain Management How to Build a Sustained Competitive Advantage | Charles Poirier|1999
    Agile Competitors and Virtual Organizations Strategies for Enriching the Customer | Steven Goldman, Roger Nagel, Kenneth Preiss|1995
    Agile Product Development for Mass Customization How to Develop and Deliver Products for Mass Customization, Niche Markets, JIT, Build-to-Order and Flexible Manufacturing | David Anderson|1997
    America's Best IndustryWeek's Guide to World-Class Manufacturing Plants | Theodore Kinni|1997
    Balanced Sourcing Cooperation and Competition in Supplier Relationships | Tim Laseter|1998
    Beyond Reengineering How the Process-Centered Organization Is Changing Our Work and Our Lives | Michael Hammer|1996
    The Case Against ISO 9000 There Is a Better Way to: Improve Your Efficiency, Satisfy Your Customers, Provide Real Quality and Increase Your Revenue! | John Seddon|2000
    Channel Champions How Leading Companies Build New Strategies to Serve Customers | Steven Wheeler, Evan Hirsh|1999
    Commercializing New Technologies Getting from Mind to Market | Vijay Jolly|1997
    A Complaint is a Gift Using Customer Feedback as a Strategic Tool | Janelle Barlow, Claus Moller|1996
    Creating an Environment for Successful Projects The Quest to Manage Project Management | Robert Graham, Randall Englund|1997
    Delivering Knock Your Socks Off Service | Kristin Anderson, Ron Zemke|1998
    The Development Factory Unlocking the Potential of Process Innovation | Gary Pisano|1997
    Discovering the Soul of Service The Nine Drivers of Sustainable Business Success | Leonard Berry|1999
    Effective Project Management | Robert Wysocki, Robert Beck, David Crane|2000
    The Electronic B@zaar From the Silk Road to the eRoad | Robin Bloor|2000
    The Executive's Guide to Supply Management Strategies Building Supply Chain Thinking into All Business Processes | David Riggs, Sharon Robbins|1997
    Fabled Service Ordinary Acts, Extraordinary Outcomes | Betsy Sanders|1995
    From Mind to Market Reinventing the Retail Supply Chain | Roger Blackwell|1997
    Gemba Kaizen A Commonsense, Low-Cost Approach to Management | Masaaki Imai|1997
    Global Jumpstart The Complete Resource for Expanding Small and Midsize Businesses | Ruth Stanat, Chris West|1999
    The Global Manufacturing Vanguard New Rules from the Industy Elite | Micheline Maynard|1998
    Harnessing Value in the Supply Chain Strategic Sourcing in Action | Emiko Banfield|1999
    Implementing Activity-Based Management in Daily Operations John Miller|1996
    The Innovation Journey | Andrew Van de Ven, Douglas Polley, Raghu Garud, Sankaran Venkataraman|1999
    Intrapreneuring in Action A Handbook for Business Innovation | Gifford Pinchot, Ron Pellman|1999
    Invented Here Maximizing Your Organization's Internal Growth and Profitability: A Practical Guide to Transforming Work | Bart Victor, Andrew Boynton|1998
    Leading Manufacturing Excellence A Guide to State-of-the-Art Manufacturing | Patricia Moody|1997
    Managing Projects in Organizations How to Make the Best Use of Time, Techniques, and People | Davidson Frame|1995
    Managing Quality Fads How American Business Learned to Play the Quality Game | Robert Cole|1999
    Managing The Whirlwind Patterns and Opportunities in a Changing World | Michael Annison|1993
    A Manufacturing CEO's Secret Tips for Improving Profit Richard Ludwig|1996
    Mass Customization The New Frontier in Business Competition | Joseph Pine|1993
    Mastering Project Management Applying Advanced Concepts of Systems Thinking, Control and Evaluation, Resource Allocation | James Lewis|1998
    Monitoring, Measuring, & Managing Customer Service | Gary Goodman|2000
    The Nordstrom Way The Inside Story of America's #1 Customer Service Company | Robert Spector, Patrick McCarthy|2000
    On Great Service A Framework for Action | Leonard Berry|1995
    Portfolio Management for New Products | Robert Cooper, Scott Edgett, Elko Kleinschmidt|1998
    The Power of Product Platforms Building Value and Cost Leadership | Marc Meyer, Alvin Lehnerd|1997
    The Process Edge Creating Value Where It Counts | Peter Keen|1997
    Process Mapping How to Reengineer Your Business Processes | Daniel Hunt|1996
    Product Innovation Strategy Pure & Simple How Winning Companies Outpace their Competitors | Michel Robert|1995
    Product Juggernauts How Companies Mobilize to Generate a Stream of Market Winners | Jean-Philippe Deschamps, Ranganath Nayak|1995
    Product Leadership Creating and Launching Superior New Products | Robert Cooper|2000
    Quality Is Still Free Making Quality Certain in Uncertain Times | Philip Crosby|1996
    Reengineering the Corporation A Manifesto for Business Revolution | Michael Hammer, James Champy|1993
    Remade in America Transplanting and Transforming Japanese Mangement Systems | Jeffrey Liker, Mark Fruin, Paul Adler|1999
    Sales Shock The End of Selling Products The Rise of CoManaging Customers | Mack Hanan|1996
    Serious Play How the World's Best Companies Simulate to Innovate | Michael Schrage|2000
    Setting the PACE in Product Development A Guide to Product And Cycle-time Excellence | Michael McGrath|1996
    Seven Secrets of Service Strategy | Jacques Horovitz|2000
    The Six Sigma Revolution How General Electric and Others Turned Process Into Profits | George Eckes|2000
    The Six Sigma Way How GE, Motorola, and Other Top Companies Are Honing their Performance | Peter Pande, Robert Neuman, Roland Cavanagh|2000
    Smart Companies, Smart Tools Transforming Business Processes into Business Assets | Thomas Koulopoulos|1997
    The Soul of the Enterprise Creating a Dynamic Vision for American Manufacturing | Robert Hall|1993
    Strategic Outsourcing A Structured Approach to Outsourcing Decisions and Initiatives | Maurice Greaver|1999
    Strategies for High Performance Organizations Employee Involvement, TQM, and Reengineering Programs in Fortune 1000 Corporations | Edward Lawler, Susan Albers Mohrman, Gerald Ledford|1998
    Supercharging Supply Chains New Ways to Increase Value Through Global Operational Excellence | Gene Tyndall, Christopher Gopal, Wolfgang Partsch, John Kamauff|1998
    Supply Chain Optimization Building the Strongest Total Business Network | Charles Poirier, Stephen Reiter|1996
    A Survival Guide for Project Managers James Taylor|1998
    Team-Based Project Management James Lewis|1998
    Transcultural Management A New Approach for Global Organizations | Atsushi Funakawa|1997
    The Transformation Imperative Achieving Market Dominance Through Radical Change | Thomas Vollmann|1996
    What Customers Like About You Adding Emotional Value for Service Excellence and Competitive Advantage | David Freemantle|1999
    Winning Business Proposals | Deiric McCann|2000
    World Class Manufacturing: The Next Decade Building Power, Strength, and Value | Richard Schonberger|1996
    World Class Production and Inventory Management Darryl Landvater|1997
    World-Class New Product Development Benchmarking Best Practices of Agile Manufacturers | Dan Dimancescu, Kemp Dwenger|1996
    You Will Be Satisfied | Bob Tasca|1997
    Zero Time Providing Instant Customer Value—Every Time, All the Time! | PhD Yeh, DBA Pearlson, George Kozmetsky|2000



    Products & Services
    Book Extract Suites
    Each Suite contains extracts from 3 to 10 books focused on a single business concept

  • New Product Development & Testing
    • Product Development Vijay Jolly, Alvin Lehnerd, Marc Meyer, Marvin Patterson, Robert Grosse, David Anderson, Dan Dimancescu, Kemp Dwenger, Theodore Kinni, Frederick Webster, Gary Pisano, Michael McGrath
    • Product Innovation Jean-Philippe Deschamps, Ranganath Nayak, James Utterback, Marvin Patterson, Milind Lele, Gary Pisano, Michel Robert
    • Product Positioning Vijay Jolly, Geoffrey Moore, Jean-Pierre Jeannet, David Aaker, Sharon Oster, Milind Lele, Kevin Clancy, Robert Shulman, Philip Kotler, Scott Davis, Frederick Webster, Michael McGrath
  • Manufacturing & Operations
    • ERP, JIT, & TQM John Schorr, Richard Ludwig, John Dunleavy, Martin Deise, Conrad Nowikow, Patrick King, Amy Wright, George Labovitz, Victor Rosansky, Masaaki Imai, Kenneth Hartley, James Hurley, Mark Fruin, Jeffrey Liker, Grant Norris, Charles Poirier, Mohamed Zairi, Paul Adler
    • Activity-Based Management Richard Schonberger, John Miller, Price Waterhouse, Richard Ludwig, Lianabel Oliver, James Antos, James Brimson, Shahid Ansari, Jan Bell, CAM-I Target Cost Core Group, John Tracy, Jeremy Hope, Tony Hope
  • Best Practices & Process Improvement
    • Improving the Process Bart Victor, Andrew Boynton, Leonard Schlesinger, Harry Jackson, Daniel Stowell, Normand Frigon, Geary Rummler, Alan Brache, Thomas Davenport, Daniel Hunt, Jerome Finnigan, James Heskett, Earl Sasser, Mark Fruin, Jeffrey Liker, Peter Keen, Gary Pisano, Paul Adler
    • The Practice of Benchmarking Susanne Kelly, Jac Fitz-Enz, Peter Schwartz, Sebastian Nokes, James Harrington, James Harrington, Mary Anne Allison, Blair Gibb, Steven Hronec, Andrew Freeman, Jerome Finnigan, Ron Dembo, Mohamed Zairi
    • Implementing Improvements Jean-Philippe Deschamps, Ranganath Nayak, James Utterback, Thomas Wallace, Don Tapscott, Brad Humphrey, Jeff Stokes, Daniel Stowell, Michael Hammer, James Champy, Tom Connellan, Masaaki Imai, Art Caston, Ron Zemke, Michael Cowley, Ellen Domb, Mohamed Zairi, Michel Robert
  • Balancing Products & Services
    • Product & Services Customization Bart Victor, Andrew Boynton, Don Peppers, Martha Rogers, Ian Gordon, Jerry Luftman, Bob Dorf, David Anderson, Joseph Pine, James Gilmore, Nicholas Imparato, Oren Harari
    • Personalizing Customer Service Don Peppers, Martha Rogers, Kenneth Preiss, Steven Goldman, Roger Nagel, Richard Whiteley, Diane Hessan, Betsy Sanders, Andrew Shapiro, Leonard Berry, Bob Dorf, Tom Connellan, Kristin Anderson, Gary Goodman, Ron Zemke, Ron Zemke, Kate Maddox, Dana Blankenhorn, Jim Sterne
    • Developing a Customer Service Strategy Malcolm McDonald, Warren Keegan, Betsy Sanders, John Dunleavy, Robert Spector, Leonard Berry, Scott Gross, Stan Adler, Kenneth Hartley, Patrick McCarthy, Forler Massnick, Stanley Brown, James Hurley, Douglas Gantenbein, Grant Norris, Bob Burg, Jim Sterne
    • Structuring & Analyzing the Value Chain John Henry Clippinger, Kenneth Preiss, Steven Goldman, Roger Nagel, Jac Fitz-Enz, Martin Deise, Conrad Nowikow, Patrick King, Amy Wright, Joseph Pine, David Bovet, Kathy Yohalem, Liam Fahey, James Brian Quinn, David Riggs, Sharon Robbins, Joseph Martha, Ron Ashkenas, Dave Ulrich, Todd Jick, Steve Kerr
  • Negotiating the Supply Chain
    • Supply Chain Management John Oleson, John Schorr, Tim Laseter, Robert Grosse, Keith Brown, Emiko Banfield, David Bovet, Charles Poirier, Stephen Reiter, Joseph Martha, Gene Tyndall, Christopher Gopal, Wolfgang Partsch, John Kamauff
    • Logistics Management Thomas Wallace, Tim Laseter, Thomas Davenport, George Stalk, Charles Poirier, Stephen Reiter, Mark Scott, Frederick Webster, Carl Stern, Gene Tyndall, Christopher Gopal, Wolfgang Partsch, John Kamauff
    • B2B Purchasing in the New Economy John Schorr, Neil Rackham, John De Vincentis, Tim Laseter, Emiko Banfield, Peter Cohan, Charles Poirier, Stephen Reiter, Frederick Webster, Mohamed Zairi, David Riggs, Sharon Robbins, Gene Tyndall, Christopher Gopal, Wolfgang Partsch, John Kamauff
  • Adjusting to Product Life Cycles
    • Product Life Cycles Charles O'Reilly, Michael Cusumano, David Yoffie, Malcolm McDonald, Warren Keegan, Michael Tushman, Price Waterhouse, Paul Millier, David Thielen, Peter Boer, Milind Lele, Frederick Webster, Gary Pisano, Michel Robert, Gene Tyndall, Christopher Gopal, Wolfgang Partsch, John Kamauff
  • Managing Channels & Distribution
    • Channel Management John Oleson, Robert Hiebeler, Thomas B Kelly, Charles Ketteman, Steven Wheeler, Evan Hirsh, Martin Deise, Conrad Nowikow, Patrick King, Amy Wright, Kenneth Rolnicki, Robert Duboff, Jim Spaeth, Kathy Yohalem, Liam Fahey
    • Channel Conflict in the New Economy Don Peppers, Martha Rogers, Geoffrey Moore, Neil Rackham, John De Vincentis, Michael de Kare-Silver, Steven Wheeler, Evan Hirsh, Martin Deise, Conrad Nowikow, Patrick King, Amy Wright, Bob Dorf, Kenneth Rolnicki, Scott Davis, Walid Mougayar, Jim Sterne
  • The Shift toward a Services Economy
    • Improving the Process of Service Delivery Leonard Schlesinger, Chip Bell, Betsy Sanders, Leonard Berry, Jacques Horovitz, James Moore, Thomas Davenport, James Heskett, Earl Sasser, Peter Keen, James Brian Quinn, Jeremy Hope, Tony Hope
    • Creating a Service Culture Robert Slater, Leonard Schlesinger, Betsy Sanders, Robert Hiebeler, Thomas B Kelly, Charles Ketteman, Leonard Berry, Robert Hall, James Heskett, Earl Sasser, James Brian Quinn, Jeremy Hope, Tony Hope
  • Global Market Leadership
    • Global Business and Management Strategy Jean-Philippe Deschamps, Ranganath Nayak, Alvin Lehnerd, Marc Meyer, Peter Marber, Jean-Pierre Jeannet, David Aaker, Sheida Hodge, Robert Grosse, Virginia O'Brien, Joseph Quinlan, Micheline Maynard, Sumantra Ghoshal, Christopher Bartlett, Kathryn Stevens
    • Global Sourcing Gary Shilling, Jean-Pierre Jeannet, Tim Laseter, Robert Grosse, Sumantra Ghoshal, Christopher Bartlett, James Brian Quinn, Jordan Baruch, Karen Anne Zien, Gene Tyndall, Christopher Gopal, Wolfgang Partsch, John Kamauff, Ron Ashkenas, Dave Ulrich, Todd Jick, Steve Kerr
    • See additional works by: Jeremy Hope, Betsy Sanders, Leonard Berry, James Heskett, Robert Hiebeler, Robert Slater, Robert Hall, James Brian Quinn, Creating a Service Culture

    You'll find in-depth information on the following topics at this site:

    Creating a Service Culture, Jeremy Hope, Betsy Sanders, Leonard Berry, James Heskett, Robert Hiebeler, Robert Slater, Robert Hall, James Brian Quinn, service culture, third wave, wave economy, service vision, restructure economy, service leadership, approach service, value system, service love, management paradigm, service companies, success-sustaining values, service market, new enterprise, fabled service, creating service, creating service culture, third wave economy, soul service, intelligent enterprise, ge way, profit chain, soul enterprise, strategic service, strategic service vision, services restructure, services restructure economy, commit service, commit service leadership, holistic approach, holistic approach service, discovering your, your customers, customers value, discovering your customers, your customers value, customers value system, new economic, economic management, new economic management, economic management paradigm, sustaining success, success service, sustaining success service, success service companies, ge expansion, expansion service, ge expansion service, expansion service market, characteristics new, characteristics new enterprise, rate growth, Jeremy Hope, Betsy Sanders, Leonard Berry, James Heskett, Robert Hiebeler, Robert Slater, Robert Hall, James Brian Quinn, Creating a Service Culture, Products & Services, Jeremy Hope, Betsy Sanders, Leonard Berry, James Heskett, Robert Hiebeler, Robert Slater, Robert Hall, James Brian Quinn, Continuous improvement, Core capabilities, Customer service, Cycle time, Demand chain, Disruptive technology, Distribution channels, Electronic commerce, Just in time, Mass customization, New consumerism, Outsourcing, Process development, Product development, Product life cycle, R&D, Supply chain, Value proposition, Whole product concept, Jeremy Hope, Betsy Sanders, Leonard Berry, James Heskett, Robert Hiebeler, Robert Slater, Robert Hall, James Brian Quinn, Products & Services

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    Creating a Service Culture Jeremy Hope, Betsy Sanders, Leonard Berry, James Heskett, Robert Hiebeler, Robert Slater, Robert Hall, James Brian Quinn service culture, third wave, wave economy, service vision, restructure economy, service leadership, approach service, value system, service love, management paradigm, service companies, success-sustaining values, service market, new enterprise

    The Digital Enterprise The Internet Economy Finance & Profitability Strategy & Competition Leadership & Change Products & Services Sales & Marketing Knowledge & Learning Organizing Work & People Career Development