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Achieving Service Excellence by C. M. Chang

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Index

24[7], 88

A

Activities

company’s noncore, 54

customer-centered, 56

customer-support, 48

financial, 111

Lean Six Sigma, 98

procurement, 62

project management and, 74

service transformation, 1

American Heart Association, 54

Application Service Providers (ASPs), 75

B

Basecamp Project Management, 75

Big Data, 86–88

Build and host Web applications, 77

C

Caesars Entertainment Corp, 86

Canadian Imperial Bank of Commerce (CIBC), 64–65

Cash flow, 49

Caterpillar, 60

Challenges, Six Dimensional, 109

CIBC. See Canadian Imperial Bank of Commerce

Citi Bank, 87

Cloud computing, 85

Collaborative Fixation, 21

Communication, 70

Company culture, establishing, 32

Computer Aided Design (CAD), 63

Conducted multivariate tests, 61

Conducting training, 32

Conventional ...

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