CUSTOMER FIRST A STRATEGY FOR QUALITY SERVICE

• Main Author: Walker, Denis (Author)
• Format: Book
• Language: English
• Published: Aldershot, Hants Gower 1994
• Subjects: Quality assurance; Consumer satisfaction; Customer services
• Online Access: Click Here to View Status and Holdings.
• Item Description: Includes index
• Physical Description: 154 pages illustrations 23 cm
• ISBN: 0566075431; 9780566075438

Improving customer service is no longer a matter of choice - the future of an organization depends on it. That is the premise of Denis Walker's book. Drawing on his personal experience as a manager involved in the dramatic transformation of British Airways, he sets out a model for planning, implementing and maintaining a service improvement programme designed to create competitive advantage. The first part of the book introduces key concepts and offers a template for auditing the service "health" of any organization. The second part provides a framework for improvement, with examples from a range of business and public-sector activities. The third part tells the story of British Airways from 1983 to 1989 and explains how "putting the customer first" helped to turn a slow-moving bureaucracy into a competitive and customer-responsive organization. The book concludes by demonstrating the benefits of such a programme - for customers, for staff and managers and for all other stake-holders.