search query: @author Davis, T. R. V. / total: 13
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| Author: | Davis, T. R. V. |
| Title: | Internal service operations : strategies for increasing their effectiveness and controlling their cost. |
| Journal: | Organizational Dynamics
1991 : AUTUMN, VOL. 20:2, p. 5-22 |
| Index terms: | SERVICE MANAGEMENT EFFECTIVENESS COST CONTROL |
| Language: | eng |
| Abstract: | Many service and support functions fail their most obvious customers: other departments. Improving the efficiency of internal-customer support can yield long-term cost savings and enhance overall service quality. The main types of internal service relationships are outlined. A lot of practical techniques for managing them more effectively are presented. Arguments are provided that the lack of knowledge and understanding about internal service functions contributes to decreased white collar productivity. instead of going through a series of downsizing that yield no lasting cost reductions, companies need to manage internal operations and keep them under control. The most important internal services are described and analyzed. |
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