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| Author: | Hays, R. |
| Title: | The strategic power of internal service excellence |
| Journal: | Business Horizons
1996 : JUL-AUG, VOL. 39:4, p. 15-20 |
| Index terms: | STRATEGY POWER SERVICE |
| Language: | eng |
| Abstract: | Frustrated and ready to outsource because of poor service from internal units? Turn them around and make them excellent. No matter how much time and money a firm spends on finding ways to better serve its customers, the result of those efforts will only be as good as the performance of its internal service units. If a bank's computer systems consistently produce error-ridden statements, then the efforts of the most conscientious, customer-sensitive bank teller are wasted. Without great product design from reengineering, the best-trained salesperson cannot win customer loyalty. |
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