The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corporate strategy, it can transcend typical good business to become a profitable word-of-mouth machine that will transform the bottom line. Drawing on over thirty years of research for companies such as 3M, American Express, Chik-Fil-A, USAA, Coca-Cola, FedEx, GE, Cisco Systems, Neiman Marcus, and Toyota, author Goodman uses formal research, case studies, and patented practices to show readers how they can: • calculate the financial impact of good and bad customer service • make the financial case for customer service improvements • systematically identify the causes of problems • align customer service with their brand • harness customer service strategy into their organization's culture and behavior Filled with proven strategies and eye-opening case studies, this book challenges many aspects of conventional wisdom—using hard data—and reveals how any organization can earn more loyalty, win more customers...and improve their financial bottom line.

This volume provides updated guidance on how to design, develop and implement service management both as an organisational capability and a strategic asset. It is a guide to a strategic review of ITIL-based service management capabilities, with the aim of improving their alignment with overall business needs. It is written primarily for senior managers who provide leadership and direction in the form of objectives, plans and policies. It is also benefits mangers at other levels, by explaining the logic of senior management decisions.

The Banking Industry Architecture Network (BIAN) is a global, not-for-profit association of banks, solution providers, consultancy companies, integrators and academic partners, with the shared aim of defining a semantic standard for the banking industry covering all banking activity and almost all of the well-known architectural layers. BIAN’s Reference Architecture for the Financial Industry provides its users with a set of building blocks that, when used in different combinations, can support all of the functionality and information a bank needs for both its internal functioning and its collaboration with partners in an Open Finance and Open API economy. BIAN’s Reference Architecture for the Financial Industry is freely available on the BIAN website. This website also provides a wealth of information on both the theory and practice of the standard. So why this book? Importantly, it summarizes all of the above information and guides the reader through it on a step-by-step basis. It provides the reader with a thorough understanding of BIAN’s architecture and how it can be used to support an organization on its journey to becoming an agile business organization and developing an application platform. BIAN is a semantic standard. It provides business building blocks and defines them in business terms. It provides a business view on both the business and application architectures. This second edition not only includes the more recent deliverables, it also takes a stepped approach through the different topics. It aims to be more appealing to a business audience by addressing the building blocks of BIAN and their possible use in business terms, whilst also including many real-life examples of BIAN’s usage. As such, it should not only appeal to application and business architects, but also to their managers, their business partners and other stakeholders who work closely with them. The first part of the book focuses on the theory: BIAN’s organization, the principles and patterns on which its architecture is based, and its building blocks. The second part of the book explains – in methodology-independent terms – how BIAN can be applied in different architectural layers by different disciplines, in co-operation with architects. This part of the book includes a number of practical examples intended to improve the reader’s understanding of the building blocks of the BIAN architecture and encourage them to apply it for the benefit of their own organization. The final part of the book should inspire the reader even further by clearly illustrating the synergy between the content that BIAN delivers and the architecture methodology provided by TOGAF.

Examines the special characteristics that make services and the management of service organizations successful. Provides a comprehensive framework for service oriented businesses that stresses a streamlined service management system, the key components of which are market segment, service concept, service delivery system, image, and culture. Growth strategies and the nature of innovation are analyzed and amply illustrated. The role and principles of good leadership in service organizations form a crucial area of discourse. Topics such as the use of image and culture as management instruments, effective and persuasive communications, and ``high social technology'' are also explored.

This second edition of the Strategic Project Leader prepares project managers to develop leadership competencies that translate into increased confidence to lead in a demanding environment. Like the first edition, this book motivates readers to take ownership of their leadership agenda and become disciplined in the processes of building a framework of leadership skills. This in turn will move readers beyond the basics of project management to true project leadership, positioning themselves for greater leadership opportunities.

Service Operations Management, Second Edition provides a global perspective on service operations, with expanded coverage of service operations for not-for-profit agencies, charities, NGOs and utilities, alongside commercial companies. With new, updated case studies and original research embracing big-data analytics and neurolinguistics in building customer service systems, this book will be an invaluable tool for postgraduate and MBA students of service operations and undergraduates specialising in hospitality, tourism and public sector management.

HOW TO MAKE YOUR BUSINESS MORE PROFITABLE AND SUCCESSFUL THROUGH MARKETING.