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Service Management: An Integrated Approach to Supply Chain Management and Operations
book

Service Management: An Integrated Approach to Supply Chain Management and Operations

by Cengiz Haksever, Barry Render
June 2013
Intermediate to advanced content levelIntermediate to advanced
528 pages
15h 3m
English
Pearson
Content preview from Service Management: An Integrated Approach to Supply Chain Management and Operations

3. Customers: The Focus of Service Management

3.1. Introduction

There is a keen awareness today among the successful manufacturing and service companies that customers are the most valuable assets a company has. Several years ago, this fact was expressed most convincingly by an executive who achieved one of the most amazing turnarounds in Europe, former CEO of Scandinavian Airlines System (SAS) Jan Carlzon:

Look at our balance sheet. On the asset side, you can still see so-and-so many aircraft worth so-and-so many billions. But it’s wrong; we are fooling ourselves. What we should put on the asset side is, last year SAS carried so-and-so many happy passengers. Because that is the only asset we’ve got—people who are happy with our service and ...

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Publisher Resources

ISBN: 9780133088816Purchase book