02914cam a2200469Ma 4500 on1301963046 OCoLC 20240926100513.0 m o d | cr ||||||||||| 931026s1993 enka ob 001 0 eng d 93205976 GB9317502 bnb b92V4768 0750609745 9780750609746 0750618817 9780750618816 (OCoLC)1301963046 GAFCSC LIBRARY HF5415.5 .V31 Vandermerwe, Sandra. From tin soldiers to Russian dolls : creating added value through services / Sandra Vandermerwe. Oxford ; Boston : Butterworth-Heinemann, 1993. 1 online resource (xii, 280 pages : illustrations) text txt rdacontent unmediated n rdamedia volume nc rdacarrier Includes bibliographical references (pages 225-266) and index. 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. 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. Customer services Management. Total quality management. Customer services Management fast Total quality management fast Customer services Table of contents http://www.gbv.de/dms/bowker/toc/9780750609746.pdf https://archive.org/details/fromtinsoldierst0000vand_k4v9 Free eBook from the Internet Archive https://openlibrary.org/books/OL9399890M Additional information and access via Open Library lcc BK HF5415.5 .V31 0 NO HOLDINGS IN GHUCC - 8 OTHER HOLDINGS 1287 1287 0 0 lcc 0 0 GAFC GAFC 2024-09-26 0 HF5415.5 .V31 2024-2101 2024-09-26 10:05:33 C1 2024-09-26 BK