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Living Service: How to deliver the service of the future today


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  • Description
  • Sample Content
  • Updates
  • Copyright 2008
  • Pages: 176
  • Edition: 1st
  • Book
  • ISBN-10: 0-273-71535-6
  • ISBN-13: 978-0-273-71535-1

Quality service is crucial in today’s business world and Living Service shows you how to deliver your service efficiently and at a competitive price, by adapting and evolving to your customer needs.

Living Service provides an insight into the success of Fujitsu, where this new approach is already delivering extraordinary benefits, including: 30% faster deployment of services; 30% greater reliability in service provision; 15% saving on costs. It provides the new competitive weapon, which is set to do for service industries what Toyota’s lean production did for manufacturing industries.

Organised into three parts: Mind, Body and Soul, it offers an easy-to-read format and each section is a stepping stone on the way to achieving Living Service.  This book tells the great untold story of how they did it, and how you can do the same.

Table of Contents

Table of Contents

About the authors


Introduction: Inside Living Service

Part 1: Mind 'Kokoro'

Chapter 1 Developing a Living Service Culture

Chapter 2 Changing the Game

Part 2: Body 'Karada'

Chapter 3 Engaging with Customers

Chapter 4 Accelerating Customers' Opportunities

Chapter 5 Delivering Great Service

Chapter 6 Co-creating the Future

Part 3: Soul 'Tamashii'

Chapter 7: Maximizing Collective Energy


Epilogue: Sustaining Service

Appendix: Your Living Service Agenda








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