Managing the professional service firm af David Maister (Bog)

In today’s competitive global markets, simply making a great product is not enough. To achieve profitable growth and stand out among competitors, you must start to strategically compete through service and innovative solutions for business customers. Professors Christian Kowalkowski and Wolfgang Ulaga guide you how to shift your business from a goods-centric to a service-savvy model. The authors’ proprietary twelve-step roadmap to profitable service growth will help you break out of a narrow product-centric logic and discover how to · determine if your company is “fit-for-service,” · make the most of your existing services, · innovate and create value-added services and customer solutions beyond your products, · embed a true service-centric culture in your organization, · drive change and align your service strategy with corporate goals, · transform your product-centric sales force into

The firm af Duff McDonald (bog) the inside story of McKinsey

Palle Hansen, red., Professionel virksomhedsledelse, Readings fra okonomisk Virksomhedsledelse, lnstitut for lederskab og Iønsomhed i samarbejde med Branner og Korchs forlag, 1970, 445 sider. Denne bog indeholder i 73 afsnit væsentlig information om faget virksomhedsledelse. De enkelte artikler skal ikke kommenteres i denne sammenhæng. Det er artikler udvalgt af tidsskriftet Økonomisk Virksomhedsledelse. Det afgørende er, at dei sammenhæng giver en afrundet information. Palle Hansen har formuleret en model for virksomhedsledelse, hvor alle disse detailler falder på plads.

Delivering Today's Results, Building Tomorrow's Legacy Although dealing with mergers, downsizing, and acquisitions, leaders are challenged by this book to commit to a worthwhile vision of balance between the bottom line and building trust in an organization. Forlag: Executive Excellence Publ Udgivelsesår: 2001 Sider: 335 Sprog: Engelsk

Service management er kunsten at levere god kundeservice i serviceorienterede virksomheder. Denne bog hjælper med at forstå og implementere strategier, der forbedrer kundeoplevelsen gennem effektive ledelsesteknikker. Type: Paperback Med udgangspunkt i "historier" fra virkeligheden behandler Richard Normann en række emner, som man normalt ikke forbinder med service. Bogen fokuserer især på de faktorer, der har afgørende betydning for vækst og fornyelse: - Kunden som medproducent. - De skjulte ressourcer hos medarbejderne. - Fleksible "servicepakker". - Kvalitetsstyring. - Informationsteknologiens rolle. - Spredning og internationalisering. - Prisfastsættelse som styringsværktøj.

Transitioning from an Entrepreneurship to a Professionally Managed Firm Drawing on the real-life experiences of firms such as Amazon and Starbucks, this book helps entrepreneurs make a transition from start-up to successful organisation without compromising the unique spirit that gave rise to the company's inception. It explores the seven predictable stages of organisational growth and identifies what must be accomplished in each stage to lay the groundwork for sustained successful development. It also draws on the real-life experiences of firms in a range of industries, and helps entrepreneurs make a smooth transition from start-up to successful organisation without being encumbered by bureaucracy and compromising the unique spirit that gave rise to the company Forlag: Wiley-Jossey-Bass Udgivelsesår: 2000 Sider: 388 Sprog: Engelsk

How to Win by Putting Customers at the Core of Your Business Summary: Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management system Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance -- for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship. In Uncommon Service, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer hold true, service must become a competitive weapon, not a damage-control function. That means weaving service tightly into every core decision your company makes. The authors reveal a transformed view of service, presenting an operating model b