Check nearby libraries
Buy this book
If a firm is to survive and prosper into the twenty-first century, says Christopher Lovelock, its top management must find ways to create a "product plus organization." Product plus means knowing how to add value for all stakeholders - not just for customers but also for employees, suppliers, owners, and even the broader community. Whatever your product, service holds the key. Improving or reengineering service processes should lie at the heart of any strategy.
This groundbreaking book by one of the world's leading authorities on service-driven businesses shows you how to proceed.
Today's managers are under pressure to perform on many fronts: Customers demand more than quality, they want value, too; investors want profits; and employees seek more rewarding work. Experts constantly urge businesses to cut costs and increase productivity. Both problems and opportunities abound as markets become multicultural, technology develops with astonishing speed, and the evolving global economy affects even local firms.
Product Plus is about creating synergy between customer satisfaction, operational productivity, and employee performance. Drawing on more than 20 years of experience, Lovelock demonstrates how successful businesses enhance their core products - both goods and services - with an array of supplementary service elements that add benefits and reduce the costs of doing business for both customers and the firm itself.
Costs, to customers, he emphasizes, entail more than just money - they involve time, physical effort, and hassle, too. Innovation in service delivery requires rethinking the ways in which the firm and its customers interact and then reengineering traditional processes.
- With its strong international orientation, appreciation of the role of technology, and in-depth examples, Product Plus offers an authoritative and highly readable guide to creating competitive advantage.
Check nearby libraries
Buy this book
Previews available in: English
Showing 2 featured editions. View all 2 editions?
Edition | Availability |
---|---|
1
Product plus: how product plus service = competitiveadvantage.
1994, McGraw-Hill
in English
0070387982 9780070387980
|
aaaa
Libraries near you:
WorldCat
|
2
Product plus: how product ₊ service = competitive advantage
1994, McGraw-Hill
in English
0070387982 9780070387980
|
cccc
Libraries near you:
WorldCat
|
Book Details
Edition Notes
Includes index.
Classifications
ID Numbers
Community Reviews (0)
Feedback?History
- Created October 31, 2008
- 5 revisions
Wikipedia citation
×CloseCopy and paste this code into your Wikipedia page. Need help?
August 18, 2010 | Edited by IdentifierBot | added LibraryThing ID |
August 15, 2010 | Edited by WorkBot | merge works |
April 16, 2010 | Edited by bgimpertBot | Added goodreads ID. |
December 15, 2009 | Edited by WorkBot | link works |
October 31, 2008 | Created by ImportBot | Imported from Talis record |