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Achieving Service Excellence by C. M. Chang

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CHAPTER 4

Take Charge—Conclusions

4.1 Introduction

For service professionals to make useful contributions to the creation of strategic differentiation and operational excellence, they should possess certain type of skills and capabilities. This chapter delineates the foundation skills, advanced skills, and special skills required for service professionals to add value. Most of these skills and capabilities can be self-learned. Others could be acquired with the sponsorship of the service enterprises.

The chapter covers a Three-Decker Knowledge Architecture, which organizes these essential skills and capabilities at three levels. Also presented are the paths by which a service enterprise may satisfy the needs of its five groups of stakeholders, ...

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