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

Quality service is crucial in today's business world and 'Living Service' shows you how to deliver your service efficiently and at a competitive price, by adapting and evolving to your customer needs. The authors give an insight into the success of Fujitsu, where this approach is already delivering benefits. Quality service is crucial in todays business world and Living Service shows you how to deliver your service efficiently and at a competitive price, by adapting and evolving to your customer needs. Living Service provides an insight into the success of Fujitsu, where this new approach is already delivering extraordinary benefits, 30% faster deployment of services; 30% greater reliability in service provision; 15% saving on costs. It provides the new competitive weapon, which is set to do for service industries what Toyotas lean production did for manufacturing industries. Organised into three Mind, Body and Soul, it offers an easy-to-read format and each section is a stepping stone on the way to achieving Living Service . This book tells the great untold story of how they did it, and how you can do the same. Cover......Page 1 Living Service......Page 2 Contents......Page 10 Preface......Page 11 About the Authors......Page 13 Acknowledgements......Page 14 Introduction:Inside Living Service......Page 16 Part 1Mind Kokoro......Page 44 Chapter 1 Developing a Living Service Culture......Page 46 Chapter 2 Changing the Game......Page 65 Part 2 Body Karada......Page 78 Chapter 3 Engaging with Customers......Page 88 Chapter 4 Accelerating Customers’ Opportunities......Page 100 Chapter 5 Delivering Great Service......Page 111 Chapter 6 Co-creating the Future......Page 120 Part 3 Soul Tamashii......Page 132 Chapter 7 Maximizing Collective Energy......Page 134 Epilogue:Sustaining Service......Page 155 Appendix:Your Living Service Agenda......Page 166 Notes......Page 168 Index......Page 171 Quality service is crucial in today's business world and Living Service shows you how to deliver your service efficiently and at a competitive price, by adapting and evolving to your customer needs. Living Service provides an insight into the success of Fujitsu, where this new approach is already delivering extraordinary benefits, including: 30% faster deployment of services; 30% greater reliability in service provision; 15% saving on costs. It provides the new competitive weapon, which is set to do for service industries what Toyota's lean production did for manufacturing industries. Organise.