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What Great Service Leaders Know and Do by Leonard A. Schlesinger, W. Earl Sasser, James L. Heskett

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CHAPTER 6Develop Winning Support Systems

What great service leaders know: the best uses of technology and other support systems create frontline service heroes and heroines.

What great service leaders do: they use support systems to elevate important service jobs and eliminate the worst ones.

Technology, networks, and facilities are as important to services as they are to manufacturing operations. However, for service leaders, decisions regarding the design and application of support systems comprising these elements become more complex because they often have to take into account the impact the decisions have, not just on investors but on service providers and their customers.

Too often service leaders get priorities wrong or leave out one of ...

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