Service Success! : Lessons from a Leader on How to Turn Around a Service Business
Singled out by Fortune and The New York Times as a remarkable manager, Dan Kaplan has pioneered a revolutionary new system for measuring service quality to help managers keep track of intangibles in a service business. Provides a straightforward, practical case study of managing for excellence along with invaluable insight into the potentials and limitations inherent in the management systems under which organizations operate.
- Hardback | 272 pages
- 162.56 x 238.76 x 27.94mm | 612.35g
- 26 Apr 1994
- John Wiley and Sons Ltd
- John Wiley & Sons Inc
- New York, United States
Back cover copy
Nine out of every ten new jobs created each year are in the service sector. Although service jobs are at the heart of today's economy, accounting for three-quarters of our GNP, there has not been, until now, a system that enables managers to accurately measure and improve service quality, productivity, and profitability. While manufacturing processes lend themselves to statistical measurement, the intangibles of quality service are much harder to quantify. In this book, Dan Kaplan - the man who dramatically transformed the money-losing Hertz Equipment Rental Corporation into the industry leader with an enviable profit margin - reveals the battle-tested methodologies he used in forging one of the recognized business success stories in the service field. Turnarounds in industry rarely come as 450-foot home runs, Kaplan explains. What is needed instead are 1,000 singles - the kind of steady incremental progress toward a goal that is responsible for most wins, in baseball and in business. In Service Success! Kaplan shows how, by deliberately employing a policy of "small wins", leaders can bring people along with them as they challenge and move beyond the status quo, seeking always to make tomorrow better than today.
Table of contents
THE ART OF THE TURNAROUND. 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. Index.