From tin soldiers to Russian dolls
Subtitle: creating added value through services
By: Sandra Vandermerwe.
Publisher: Butterworth-Heinemann
Published: 1993
Place of publication: Oxford; Boston
Language: eng
Number of pages: 280
Subjects: Customer services -- Management.; Total quality management.
Description: From Tin Soldiers to Russian Dolls is based on several years' research into how companies, both in traditional manufacturing and service settings, can gain and maintain customers by adding value to their products through service. The 'tin soldiers' of the title reflects the product-focused attitudes and systems of many companies up until the late 1980s. Immersed in technical innovations and many manufacturing efficiencies they somehow forgot the customer. The 'Russian doll' image reflects the new customer-focused company which sees its people, processes and core markets as a whole, made up of interconnected and interdependent parts. This book will be particularly suitable for senior managers, short courses/executive programmes and MBA courses.
Notes: Includes bibliographic references (p. [225]-266) and index.