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Living Service: How to deliver the service of the future today
- By Marc Silvester, Mohi Ahmed
- Published Jan 14, 2009 by FT Press.
- Copyright 2008
- Pages: 176
- Edition: 1st
- Book
- ISBN-10: 0-273-71535-6
- ISBN-13: 978-0-273-71535-1
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Product Author Bios
Marc D. Silvester is Chief Technology Officer of Fujitsu’s services organisation, based in the UK. Marc is currently leading a Fujitsu group-wide global programme that is delivering industrialised services across Fujitsu.
Mohi U. Ahmed is Director of Strategic Development at Fujitsu’s services organisation, based in the UK. Mohi was named as one of the world’s key “idea practitioners” in Thomas H. Davenport & Laurence Prusak’s book What’s the Big Idea? (HarvardBusinessSchoolPress, 2003).
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
Acknowledgements
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
Notes
Index
Book
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