how the tigers can keep their stripes Tocquer, Gerard A. creator author. Cudennec, Chan author. text Singapore Simon & Schuster (Asia) Pre Ltd c1998 monographic eng

print

xii, 212 pages : illustrations 22.7 cm. "Based on extensive research, this book looks at how "service value" has contributed to the success of 11 leading companies in Asia and points the way for other companies to follow in the future in order to regain competitiveness and success in Asia. The companies discussed are: The Asian Sources Media Group, Bangkok Bank, China Light & Power Company, DHL International, Giordano, Hongkong Telecom, Jollibee Foods Corporation, Mass Transit Railway Corporation, Mount Elizabeth Hospital Ltd, Shangri-La Hotels and Resorts, Singapore Airlines. The emphasis in the book is on strategies that are critical for service organizations to create more value for their customers. Unique features in the book include: 1. A chapter which explores the foundation of service value: the company's history, corporate strategy and the role of the Chief Executive Officer (CEO). 2. A chapter which examines how firm captures the voice of customers and integrate it into the organization. 3. A chapter investigating how successful companies get employees totally involved in the service management process. It also explores the impact of Asian values on the way service is delivered. 4. A chapter showing the importance companies place in measuring their performance by monitoring the gap between their vision and today's reality. 5. A chapter that looks at how these companies organize themselves to create a continuous improvement of culture. 6. A chapter examining approaches used by outstanding organizations to communicate the value of their services to customers. 7. A chapter showing concern with how Asian companies renew their business by preparing for the future." —Provided by the publisher Contents: Preface — Acknowledgements — ONE: The service temple - creating service value — TWO: Inculcating a service value strategy — THREE: Customer focus — FOUR: Total employee involvement — FIVE: Measurement — SIX: Continuous improvement — SEVEN: Communicating service value — EIGHT: Preparing for the future — Appendix — Bibliography — Index. Adult Gerard A. Tocquer, Chan Cudennec. Includes bibliographical references, index. Lauron, Rodello General Education Social Studies Text in English Service industries Asia Customer services Asia Strategic planning Asia 9780139786020 [paperback] University of Cebu-Banilad 260615 20260615122345.0