Management Services

Delivering Excellent expediency: LESSONS FROM THE BEST FIRMS Robert C. Ford Cherrill P. Heaton Stephen W. Brown A s the constitutional economy becomes more service driven, the pass on approaches to solicitude, most a great deal seen in the manufacturing firmament, fool required modifications. Many principles derived from the success of salient service organizations ar now more applicable to non- operate than of all time before. This bind presents whatever important lessons learn from these successful organizations that are pertinent to all organizations and are especially relevant to todays progressively service-oriented manufacturing firms. Indeed, when dump Welch, former Chairman and CEO of General Electric, says that GE is a services business, all organizations should reconsider how comprehensively traditional management principles pertain to the contemporary service-driven economy. Organizations providing food, lodging, transportation, and related travel and touristry services have learned many lessons about how to undertake or exceed their customers expectations. Traditionally, these lessons have not been written down, as the sector has been driven by an apprentice learning pose that expects innovative entrants to learn by doing and watching.

Based on discussions with and cultivation of some truly outstanding organizationssuch as the Walt Disney Company, Marriott International, south-west Airlines, and Ritz-Carltonthis denomination offers ten lessons from the service sector that can assist cast organizations to success (see Figure 1). Lesson I: Base Deci sions on What the Custonner Wants and Expect! s Jim Mclngvale is the hands-on owner of Americas largest and most successful furniture store. He has learned that, like GE, his is a service business. To CALIFORNIA perplexity check into VOL 44, NO. I FALL 2001 39 Delivering Excellent Service: Lessons from the Best Firms F I G U R E I . Lessons from the Best Firms ^^^^^^^^^^^^^^ 1. Base decisions on v^^hat the customer...If you desire to get a full essay, redact it on our website: BestEssayCheap.com

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