An analysis, by a team involving the author, of over 2600 service projects in 550 different companies returned some surprising results. Over 75 per cent of these projects were completed in order to improve customer service, and yet only 12 per cent of them had yielded any form of financial benefit. Of course, not all projects will show a financial return, although it could be argued that the cost of poor service will lead to loss of custom and therefore addressing this concern will show a benefit – but the organizations concerned did not generally take this into account in their submissions. Many of these service improvement projects were felt to have some financial justification, although there was little ...

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