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Achieving Service Excellence by C. M. Chang

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CHAPTER 3

Operational Excellence

3.1 Introduction

Operational excellence refers to achieving a superior level of productivity in all work processes related to services offered by an enterprise. This level of productivity directly affects users’ overall perception of service quality, their tendency of coming back for business, and the gross margin realizable by a service enterprise. It is thus self-evident that service enterprises ought to constantly strive for achieving excellence in operations. This chapter discussed a large number of technology tools—some are industrial best practices, others are web-based software technologies, and still others are emerging technologies—all of which could be selectively engaged to promote operational excellence. ...

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