From tin soldiers to Russian dolls
creating added value through services
by Sandra Vandermerwe
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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.
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Previews available in: English
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| Edition | Availability |
|---|---|
1
From Tin Soldiers to Russian Dolls: Creating Added Value Through Services
November 1994, Butterworth-Heinemann
Paperback
in English
- New Ed edition
0750618817 9780750618816
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2
From tin soldiers to Russian dolls: creating added value through services
1993, Butterworth-Heinemann
in English
0750609745 9780750609746
|
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Book Details
Edition Notes
Includes bibliographic references (p. [225]-266) and index.
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| July 22, 2024 | Edited by MARC Bot | import existing book |
| June 20, 2022 | Edited by ImportBot | import existing book |
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