MARC details
| 000 -LEADER |
|---|
| fixed length control field |
02914cam a2200469Ma 4500 |
| 001 - CONTROL NUMBER |
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| control field |
on1301963046 |
| 003 - CONTROL NUMBER IDENTIFIER |
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| control field |
OCoLC |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
|---|
| control field |
20240926100513.0 |
| 006 - FIXED-LENGTH DATA ELEMENTS--ADDITIONAL MATERIAL CHARACTERISTICS |
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| fixed length control field |
m o d | |
| 007 - PHYSICAL DESCRIPTION FIXED FIELD--GENERAL INFORMATION |
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| fixed length control field |
cr ||||||||||| |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
|---|
| fixed length control field |
931026s1993 enka ob 001 0 eng d |
| 010 ## - LIBRARY OF CONGRESS CONTROL NUMBER |
|---|
| Canceled/invalid LC control number |
93205976 |
| 015 ## - NATIONAL BIBLIOGRAPHY NUMBER |
|---|
| National bibliography number |
GB9317502 |
| Source |
bnb |
| 015 ## - NATIONAL BIBLIOGRAPHY NUMBER |
|---|
| National bibliography number |
b92V4768 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| Canceled/invalid ISBN |
0750609745 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| Canceled/invalid ISBN |
9780750609746 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| Canceled/invalid ISBN |
0750618817 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| Canceled/invalid ISBN |
9780750618816 |
| 035 ## - SYSTEM CONTROL NUMBER |
|---|
| System control number |
(OCoLC)1301963046 |
| 040 ## - CATALOGING SOURCE |
|---|
| Transcribing agency |
GAFCSC LIBRARY |
| 050 04 - LIBRARY OF CONGRESS CALL NUMBER |
|---|
| Classification number |
HF5415.5 |
| Item number |
.V31 |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Vandermerwe, Sandra. |
| 245 10 - TITLE STATEMENT |
|---|
| Title |
From tin soldiers to Russian dolls : |
| Remainder of title |
creating added value through services / |
| Statement of responsibility, etc. |
Sandra Vandermerwe. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
|---|
| Place of publication, distribution, etc. |
Oxford ; |
| -- |
Boston : |
| Name of publisher, distributor, etc. |
Butterworth-Heinemann, |
| Date of publication, distribution, etc. |
1993. |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
1 online resource (xii, 280 pages : |
| Other physical details |
illustrations) |
| 336 ## - CONTENT TYPE |
|---|
| Content type term |
text |
| Content type code |
txt |
| Source |
rdacontent |
| 337 ## - MEDIA TYPE |
|---|
| Media type term |
unmediated |
| Media type code |
n |
| Source |
rdamedia |
| 338 ## - CARRIER TYPE |
|---|
| Carrier type term |
volume |
| Carrier type code |
nc |
| Source |
rdacarrier |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE |
|---|
| Bibliography, etc. note |
Includes bibliographical references (pages 225-266) and index. |
| 505 0# - FORMATTED CONTENTS NOTE |
|---|
| Formatted contents note |
1. Products, tin soldiers and matter -- 2. Customers, Russian dolls and what matters -- 3. The market power is in the services because the value is in the results -- 4. Jumping into the customer's activity cycle -- 5. Building service-intensive networks -- 6. The soft side of know(ing) how -- 7. Managing the stepping-stones to customer satisfaction -- 8. Making services pay their way -- 9. Linking, liaising and leveraging services through technology -- 10. Looking ahead and beyond. |
| 520 ## - SUMMARY, ETC. |
|---|
| Summary, etc. |
From Tin Soldiers to Russian Dolls is based on several years' research into how companies, both in traditional manufacturing and service settings, can gain and maintain customers by adding value to their products through service. The 'tin soldiers' of the title reflects the product-focused attitudes and systems of many companies up until the late 1980s. Immersed in technical innovations and many manufacturing efficiencies they somehow forgot the customer. The 'Russian doll' image reflects the new customer-focused company which sees its people, processes and core markets as a whole, made up of interconnected and interdependent parts. This book will be particularly suitable for senior managers, short courses/executive programmes and MBA courses. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Customer services |
| General subdivision |
Management. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Total quality management. |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Customer services |
| General subdivision |
Management |
| Source of heading or term |
fast |
| 650 #7 - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Total quality management |
| Source of heading or term |
fast |
| 653 0# - INDEX TERM--UNCONTROLLED |
|---|
| Uncontrolled term |
Customer services |
| 856 41 - ELECTRONIC LOCATION AND ACCESS |
|---|
| Materials specified |
Table of contents |
| Uniform Resource Identifier |
<a href="http://www.gbv.de/dms/bowker/toc/9780750609746.pdf">http://www.gbv.de/dms/bowker/toc/9780750609746.pdf</a> |
| 856 40 - ELECTRONIC LOCATION AND ACCESS |
|---|
| Uniform Resource Identifier |
<a href="https://archive.org/details/fromtinsoldierst0000vand_k4v9">https://archive.org/details/fromtinsoldierst0000vand_k4v9</a> |
| Public note |
Free eBook from the Internet Archive |
| 856 40 - ELECTRONIC LOCATION AND ACCESS |
|---|
| Uniform Resource Identifier |
<a href="https://openlibrary.org/books/OL9399890M">https://openlibrary.org/books/OL9399890M</a> |
| Public note |
Additional information and access via Open Library |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Source of classification or shelving scheme |
Library of Congress Classification |
| Koha item type |
Books |
| Call number prefix |
HF5415.5 |
| Call number suffix |
.V31 |
| Suppress in OPAC |
No |
| 948 ## - LOCAL PROCESSING INFORMATION (OCLC); SERIES PART DESIGNATOR (RLIN) |
|---|
| h (OCLC) |
NO HOLDINGS IN GHUCC - 8 OTHER HOLDINGS |
