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Other titles in the Financial Times series:

Living Service: How to Deliver the Service of the Future Today (Financial Times)

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Living Service: How to Deliver the Service of the Future Today (Financial Times) Cover

 

Synopses & Reviews

Publisher Comments:

Living Service will revolutionize service industries in the same way that lean thinking revolutionized manufacturing.’– Professor Ikujiro Nonaka, author of The Knowledge-creating Company

 

‘...uplifting, fascinating, provoking ... Living Service is a must- read for anyone working in partnerships or interested in co-creation.’– Lynda Gratton, London Business School

 

A wonderful book showing how the mind, body and soul of all organizations can be brought together in an interconnected whole to help create a sustainable future for us all.’ – Jin Tatsumura, Director, Gaia Symphony

 

 

Business is nothing without customers and, in our hypercompetitive times, customers expect great service. Living Service will help you deliver the top quality service your customers demand and deserve. The fundamentally simple, yet deliverable, actionable and effective framework of living service can bring extraordinary benefits to your company, benefits that you will see go straight to the bottom line.

 

Living Service will give youa uniquely powerful competitive edge. This new approach has been pioneered to great effect by Fujitsu - its customers and their customers are already enjoying the fantastic payoffs it brings. These include 30% faster deployment of services; 30% more reliable service; costs cut by more than 15%. Like the sound of that? This book tells the story of Fujitsu’s continuing journey to living service excellence and shows how you can do the same.

 

Book News Annotation:

"Living service" refers to the idea of giving customers the service they expect and then going beyond their expectations by genuinely engaging with the customers' needs and aligning with their strategy, technology, people, and culture. The authors believe in an approach that uses the metaphor of mind, body, and soul to reflect the organic, developmental nature of service and the deeper connection it creates between service providers and customers. A brief appendix outlines a living service agenda. Annotation ©2008 Book News, Inc., Portland, OR (booknews.com)

About the Author

Marc D. Silvester is Chief Technology Officer of Fujitsu’s services organisation, based in the UK. Marc is currently leading a Fujitsu group-wide global programme that is delivering industrialised services across Fujitsu.

Mohi U. Ahmed is Director of Strategic Development at Fujitsu’s services organisation, based in the UK. Mohi was named as one of the world’s key “idea practitioners” in Thomas H. Davenport & Laurence Prusak’s book What’s the Big Idea? (HarvardBusinessSchoolPress, 2003). 

Table of Contents

Table of Contents

About the authors

Acknowledgements

Introduction: Inside Living Service

Part 1: Mind 'Kokoro'

Chapter 1 Developing a Living Service Culture

Chapter 2 Changing the Game

Part 2: Body 'Karada'

Chapter 3 Engaging with Customers

Chapter 4 Accelerating Customers' Opportunities

Chapter 5 Delivering Great Service

Chapter 6 Co-creating the Future

Part 3: Soul 'Tamashii'

Chapter 7: Maximizing Collective Energy

 

Epilogue: Sustaining Service

Appendix: Your Living Service Agenda

Notes

Index

 

 

Product Details

ISBN:
9780273715351
Subtitle:
How to deliver the service of the future today
Author:
Silvester, Marc And Mohi Ahmed.
Contributor:
Ahmed, Mohi
Author:
Silvester, Marc
Author:
Ahmed, Mohi
Publisher:
FT Press
Subject:
Customer services
Subject:
Service industries
Subject:
Customer Service
Subject:
Finance
Subject:
Customer relations
Subject:
Business-Accounting and Finance
Copyright:
Series:
Financial Times Series
Publication Date:
January 2009
Binding:
Hardback
Grade Level:
College/higher education:
Language:
English
Illustrations:
Y
Pages:
176
Dimensions:
9.5 x 6.37 x 0.689 in 508 gr

Related Subjects

Business » Accounting and Finance
Business » Customer Service
Business » General
History and Social Science » Politics » General

Living Service: How to Deliver the Service of the Future Today (Financial Times) New Hardcover
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