Making service happen is the ultimate challenge. Whilst it is by no means easy to
develop strategies for service that will lead to improved competitive performance,
the hardest task is to put that strategy into action. How do we develop an organisa-
tion that is capable of delivering high-quality service on a consistent, ongoing basis?
These days most companies are familiar with the idea of ‘mission statements’
as an articulation of the vision of the business. The mission statement seeks to
define the purpose of the business, its boundaries and its aspirations. It is now by
no means uncommon for organisations ...
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