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Command Performance: The Art of Delivering Quality Service by John E. Martin,

Now more than ever, companies that want to stay competitive must deliver superb service to their customers. In Command Performance, leading business thinkers unicco service company and executives provide valuable - unicco service company and often unexpected - insights into achieving that goal. Featuring the most influential recent articles unicco service company and interviews on quality service from the Harvard Business Review, Command Performance focuses on four major areas (Developing a Service Strategy, The Art of Quality Service Delivery, Delivering Quality Service in the Public Sector, unicco service company and Linking Service unicco service company and Profit). The contributors provide a range of timely, specific, unicco service company and practical insights into what it takes to deliver quality service profitably unicco service company and competitively. In addition, first-person accounts unicco service company and profiles of individual firms provide inspiration unicco service company and lessons from the field. Command Performance effectively integrates cutting-edge thinking on successful service delivery with experiences from real companies. Peter F. Drucker writes about how the economic landscape in the coming century will be dominated by nations with high productivity gains in knowledge unicco service company and service. Frederick F. Reichheld uses the success of State Farm to demonstrate ways in which companies must revitalize their services in order to gain long-term customers. Harvard Business School professors Leonard Schlesinger unicco service company and James Heskett describe a new model of the "service-driven service company", which designs business processes around workers with the closest customer contact. A twenty-five-step audit allows managers to determine how to implement successful service practices in their own companies. Other writers explore issues of delivering quality service in the public sectorarena. Peter Johnson analyzes the challenges he faced as the administrator of the Bonneville Power Administration in Portland, Oregon. Former New York City Police Commissioner Lee P. Brown describes that city's Community Patrol Officers Program.
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