000			02914cam a2200469Ma 4500
001			on1301963046
003			OCoLC
005			20240926100513.0
006			m o d |
007			cr |||||||||||
008			931026s1993 enka ob 001 0 eng d
010			_z 93205976
015			_aGB9317502 _2bnb
015			_ab92V4768
020			_z0750609745
020			_z9780750609746
020			_z0750618817
020			_z9780750618816
035			_a(OCoLC)1301963046
040			_cGAFCSC LIBRARY
050	0	4	_aHF5415.5 _b.V31
100	1		_aVandermerwe, Sandra.
245	1	0	_aFrom tin soldiers to Russian dolls : _bcreating added value through services / _cSandra Vandermerwe.
260			_aOxford ; _aBoston : _bButterworth-Heinemann, _c1993.
300			_a1 online resource (xii, 280 pages : _billustrations)
336			_atext _btxt _2rdacontent
337			_aunmediated _bn _2rdamedia
338			_avolume _bnc _2rdacarrier
504			_aIncludes bibliographical references (pages 225-266) and index.
505	0		_a1. 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			_aFrom 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	_aCustomer services _xManagement.
650		0	_aTotal quality management.
650		7	_aCustomer services _xManagement _2fast
650		7	_aTotal quality management _2fast
653	0		_aCustomer services
856	4	1	_3Table of contents _uhttp://www.gbv.de/dms/bowker/toc/9780750609746.pdf
856	4	0	_uhttps://archive.org/details/fromtinsoldierst0000vand_k4v9 _zFree eBook from the Internet Archive
856	4	0	_uhttps://openlibrary.org/books/OL9399890M _zAdditional information and access via Open Library
942			_2lcc _cBK _kHF5415.5 _m.V31 _n0
948			_hNO HOLDINGS IN GHUCC - 8 OTHER HOLDINGS
999			_c1287 _d1287