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Packed with practical ideas and ...
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.
Build Trust Through Commitment.
Start with Simple Methodologies.
Finding the Core of Your Business.
Creating a Customer Base.
What Happens When You Go National?.
Managing and Renewing Your Stock of Goods.
HOW TO MEASURE PERFORMANCE.
Numbers Are the Core of the Management System.
How to Interpret the Key Numbers that Reveal Company Performance.
Ranking and Improving Through Peer Performance.
Keeping Track of Utilization.
HOW TO PRICE FOR QUALITY AND PROFIT.
The Precise Art of Pricing.
Why Centralized Control Is Necessary.
Selling a Menu of Services.
EXPANDING INTO INTERNATIONAL MARKETS.
Thirteen Rules for Companies Going Abroad.
CREATING A NEW CORPORATE ENVIRONMENT.
The First Turnaround Task: Reassuring People.
Restructuring Management Jobs.
Attracting Promotable People.
Sending the Right Signals to Employees.
Postscript: Build Your Own System.