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Other titles in the Financial Times series:
Living Service: How to Deliver the Service of the Future Today (Financial Times)by Marc Silvester and Mohi Ahmed.
Synopses & Reviews
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 Fujitsus 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 Fujitsus 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 Fujitsus services organisation, based in the UK. Mohi was named as one of the worlds key idea practitioners in Thomas H. Davenport & Laurence Prusaks book Whats the Big Idea? (HarvardBusinessSchoolPress, 2003).
Table of Contents
Table of Contents
About the authors
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
What Our Readers Are Saying