| Record ID | marc_columbia/Columbia-extract-20221130-003.mrc:263871403:3018 |
| Source | marc_columbia |
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LEADER: 03018cam a2200505 a 4500
001 1237624
005 20200511115208.0
008 930407s1993 enka b 001 0 eng d
010 $a 93205976
015 $aGB9317502$2bnb
019 $a28631901$a1120801212
020 $a0750609745
020 $a9780750609746
035 $a(OCoLC)28401352
035 $a(NNC)1237624
040 $aESU$beng$cDLC$dESU$dUKM$dCUV$dOCL$dBAKER$dNLGGC$dBTCTA$dYDXCP$dOCLCQ$dZWZ$dGBVCP$dOCLCO$dOCLCF$dOCLCQ$dOCLCO$dER0$dOCLCQ$dDHA$dOCLCQ$dDCHUA
042 $alccopycat
050 00 $aHF5415.5$b.V36 1993
082 00 $a658.8/12$220
084 $a85.06$2bcl
084 $a85.10$2bcl
100 1 $aVandermerwe, Sandra.
245 10 $aFrom tin soldiers to Russian dolls :$bcreating added value through services /$cSandra Vandermerwe.
260 $aOxford ;$aBoston :$bButterworth-Heinemann,$c1993.
300 $axii, 280 pages :$billustrations ;$c24 cm
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$0(OCoLC)fst00885552
650 7 $aTotal quality management.$2fast$0(OCoLC)fst01153015
650 17 $aDienstverlening.$2gtt
650 17 $aToegevoegde waarde.$2gtt
650 17 $aStrategisch management.$2gtt
650 7 $aValeur ajoutée.$2ram
650 4 $aQualité des services.
650 4 $aService consommateurs.
650 4 $aStratégie entreprise.
650 4 $aStratégie marketing.
653 0 $aCustomer services
852 00 $boff,bus$hHF5415.5$i.V36 1993