To remain relevant in today’s world, practitioners should presume that they have two jobs: first, to do their work effectively so that they provide value to the organization; second, to improve how the work is done so that their organization remains competitive. This book offers clear guidance to excel at this ubiquitous second job.

Informed by an appreciation that most personnel that work in any firm, even firms that are manufacturing-oriented, routinely provide services as a key element of their jobs, this book explains how to provide and improve internal customer service, regardless of industry or role. It illustrates the common features, or service process "DNA," while providing a diverse set of examples to enhance understanding. Written by a pioneer in the development of principles and methodologies that address services in a structured and distinctive manner, this book stresses that service processes are distinctly different from manufacturing processes.

Rigorous and practical, this book will appeal to students and professionals alike, in business, hospitality, industrial management, public health, and other fields.

Online resources include Excel files that act as templates to help with quantitative analysis routines.

About the Author

John Maleyeff is an educator, practitioner, and researcher who specializes in how organizations analyze, optimize, and improve the delivery of goods and services. He is currently Associate Professor of the Practice at Metropolitan College at Boston University, USA, where he teaches courses in business process analysis, supply chain management, and quality assurance.

"About this title" may belong to another edition of this title.

Store Description

Textbooks_Source is committed to selling new and used books for less money. We offer fast shipping & handling and dedicated customer service support to ensure that you have a great experience as our customer. Thank you for shopping with us!

Visit Seller's Storefront

Seller's business information

TXTB.com, LLC
2711 W. Ash St., Columbia, MO, 65203, U.S.A.

Sale & Shipping Terms

Terms of Sale

We guarantee the condition of every book as it’s described on the AbeBooks websites. If you are not satisfied with your purchase or if the order has not arrived yet, you are eligible for a refund within 30 days of the estimated delivery date. If you have any questions about an order, please us the “Ask Bookseller a Question” link to contact us and we will respond within 2 business days.

Shipping Terms

All orders ship from our warehouse, centrally located in Columbia, Missouri. Orders usually ship on the same or next business day (Monday – Friday).

Shipping rates within U.S.A.

Shipping rates within U.S.A.
Order quantity	5 to 14 business days	3 to 6 business days
First item	US$ 3.99	US$ 6.99

Delivery times are set by sellers and vary by carrier and location. Orders passing through Customs may face delays and buyers are responsible for any associated duties or fees. Sellers may contact you regarding additional charges to cover any increased costs to ship your items.