Improving the Process of Service Delivery Jeremy Hope, Betsy Sanders, Thomas Davenport, Peter Keen, Leonard Berry, Jacques Horovitz, Chip Bell, James Moore, James Heskett, James Brian Quinn service delivery, fabled service, process innovation, innovation trajectory, service productivity, improved performance  
   

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Improving the Process of Service Delivery

 "
  • What tools are available to help a company improve services?
  • What is the value in improving service delivery processes?
  • How can a company motivate and empower its employees to constantly look for innovation in service delivery?"

    Jeremy Hope, Betsy Sanders, Thomas Davenport, Peter Keen, Leonard Berry, Jacques Horovitz, Chip Bell, James Moore, James Heskett, James Brian Quinn

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

    service delivery
    fabled service
    process innovation
    innovation trajectory
    service productivity
    improved performance
    customer relationships
    deliver value
    delivery systems
    executional excellence
    value proposition
    enhancing processes
    graceful partnerships
    third wave
    improving process
    process service
    improving process service
    process service delivery
    service quality
    service process
    service process innovation
    managing service
    managing service productivity
    customers partners
    soul service
    intelligent enterprise
    service strategy
    death competition
    process edge
    profit chain
    quality measurement
    measurement improved
    service quality measurement
    quality measurement improved
    measurement improved performance
    engineering organization
    organization customer
    engineering organization customer
    organization customer relationships
    developing processes
    processes deliver
    developing processes deliver
    processes deliver value
    developing service
    developing service delivery
    service delivery systems
    strategies executional
    strategies executional excellence
    matching customers
    customers competencies
    competencies value
    matching customers competencies
    customers competencies value
    competencies value proposition
    sustaining innovation
    sustaining innovation trajectory
    customer defines
    defines fabled
    customer defines fabled
    defines fabled service
    you want
    Products & Services
    Improving the Process of Service Delivery
    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


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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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    Service Quality Measurement for Improved Performance
    "To act you do not want aggregate data: you want details."
    From: Seven Secrets of Service Strategy; Jacques Horovitz; 2000 Financial Times/Prentice Hall
    Engineering an Organization for Customer Relationships
    "Without consideration to cost, customers for services with high transaction values prefer to deal consistently with the same person."
    From: The Service Profit Chain; James Heskett; 1997 Free Press
    Developing Processes That Deliver Value
    "The customer, not the service provider, determines and defines quality and value."
    From: The Service Profit Chain; James Heskett; 1997 Free Press
    Developing Service Delivery Systems
    "Multinational, multisite services may or may not require customization to reflect local customs, cultures, and capabilities."
    From: The Service Profit Chain; James Heskett; 1997 Free Press
    Strategies for Executional Excellence
    "Active listening reveals opportunities for improving service execution, but these potential improvements may lie dormant without a means in place for effecting actual solutions."
    From: Discovering the Soul of Service; Leonard Berry; 1999 Free Press
    Matching Customers and Competencies to the Value Proposition
    "Rather than trying to compete on all aspects of product and service delivery, third wave managers choose one of three propositions on which to compete: product leadership, operational excellence, or customer intimacy."
    From: Competing in the Third Wave; Jeremy Hope; 1997 Harvard Business School Press
    Sustaining an Innovation Trajectory
    "A successful trajectory requires intense management focus and dedication of resources."
    From: The Death of Competition; James Moore; 1997 HarperBusiness
    Enhancing Processes
    "Enhancement is built on an intimate knowledge of how specific processes work."
    From: The Process Edge; Peter Keen; 1997 Harvard Business School Press
    Service Process Innovation
    "Another key strategy for service process innovation lies in customer individualization."
    From: Process Innovation; Thomas Davenport; 1993 Harvard Business School Press
    Managing for Service Productivity
    "The most pervasive issues companies encounter in managing service productivity lie in (1) measuring service quality and (2) determining its economic value."
    From: Intelligent Enterprise; James Brian Quinn; 1992 Free Press
    The Customer Defines Fabled Service
    "Providing fabled service requires careful attention to the changing needs and desires of the customers, making them the drivers of your business."
    From: Fabled Service; Betsy Sanders; 1995 Jossey-Bass
    Graceful Partnerships
    "Try to discover the potholes or blind alleys in your delivery system that may sidetrack customers as they seek to get their service needs met."
    From: Customers As Partners; Chip Bell; 1994 Berrett-Koehler Publishers
     
    Key Phrases in this Suite:
    service delivery, fabled service, process innovation, innovation trajectory, service productivity, improved performance, customer relationships, deliver value, delivery systems, executional excellence, value proposition, enhancing processes, graceful partnerships, third wave, improving process, process service, improving process service, process service delivery, service quality, service process, service process innovation, managing service, managing service productivity, customers partners, soul service, intelligent enterprise, service strategy, death competition, process edge, profit chain, quality measurement, measurement improved, service quality measurement, quality measurement improved, measurement improved performance, engineering organization, organization customer, engineering organization customer, organization customer relationships, developing processes, processes deliver, developing processes deliver, processes deliver value, developing service, developing service delivery, service delivery systems, strategies executional, strategies executional excellence, matching customers, customers competencies, competencies value, matching customers competencies, customers competencies value, competencies value proposition, sustaining innovation, sustaining innovation trajectory, customer defines, defines fabled, customer defines fabled, defines fabled service, you want, Jeremy Hope, Betsy Sanders, Thomas Davenport, Peter Keen, Leonard Berry, Jacques Horovitz, Chip Bell, James Moore, James Heskett, James Brian Quinn


    Books at MeansBusiness by: Jeremy Hope
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    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, Thomas Davenport, Peter Keen, Leonard Berry, Jacques Horovitz, Chip Bell, James Moore, James Heskett, James Brian Quinn, Improving the Process of Service Delivery

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

    Improving the Process of Service Delivery, Jeremy Hope, Betsy Sanders, Thomas Davenport, Peter Keen, Leonard Berry, Jacques Horovitz, Chip Bell, James Moore, James Heskett, James Brian Quinn, service delivery, fabled service, process innovation, innovation trajectory, service productivity, improved performance, customer relationships, deliver value, delivery systems, executional excellence, value proposition, enhancing processes, graceful partnerships, third wave, improving process, process service, improving process service, process service delivery, service quality, service process, service process innovation, managing service, managing service productivity, customers partners, soul service, intelligent enterprise, service strategy, death competition, process edge, profit chain, quality measurement, measurement improved, service quality measurement, quality measurement improved, measurement improved performance, engineering organization, organization customer, engineering organization customer, organization customer relationships, developing processes, processes deliver, developing processes deliver, processes deliver value, developing service, developing service delivery, service delivery systems, strategies executional, strategies executional excellence, matching customers, customers competencies, competencies value, matching customers competencies, customers competencies value, competencies value proposition, sustaining innovation, sustaining innovation trajectory, customer defines, defines fabled, customer defines fabled, defines fabled service, you want, Jeremy Hope, Betsy Sanders, Thomas Davenport, Peter Keen, Leonard Berry, Jacques Horovitz, Chip Bell, James Moore, James Heskett, James Brian Quinn, Improving the Process of Service Delivery, Products & Services, Jeremy Hope, Betsy Sanders, Thomas Davenport, Peter Keen, Leonard Berry, Jacques Horovitz, Chip Bell, James Moore, James Heskett, 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, Thomas Davenport, Peter Keen, Leonard Berry, Jacques Horovitz, Chip Bell, James Moore, James Heskett, James Brian Quinn, Products & Services

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    Improving the Process of Service Delivery Jeremy Hope, Betsy Sanders, Thomas Davenport, Peter Keen, Leonard Berry, Jacques Horovitz, Chip Bell, James Moore, James Heskett, James Brian Quinn service delivery, fabled service, process innovation, innovation trajectory, service productivity, improved performance, customer relationships, deliver value, delivery systems, executional excellence, value proposition, enhancing processes, graceful partnerships, third wave

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