Business Process & Customer Service Books

The strategy that the president and CEO of Scandinavian Airlines (SAS) implemented to reverse the fortunes of SAS by meeting the demands of the customer-driven economy.

Design and implement all of your organisation’s strategies and actions from the perspective of your customers.

Describes the management of an organisation from a business process perspective.

Revised, updated, 5th edition provides organizational leadership with an understanding of Business Process Management and its benefits to an organization.

Presents contemporary business process improvement methodologies that can be tailored for specific needs, while maintaining a focus on the human aspects of process redesign.

Resilient companies drive growth and increase profitability by immersing themselves in the lives of their customers.

Evolving process thinking towards a customer centric view of business.

Only companies that operate with an outside-in view from the C-suite to the front lines, can expect to maximise and profit from customer value.

Leadership can be seen as a sequence of hundreds, even thousands of moments in time, each one packed with the potential to help individuals learn, apply, and align their sense of purpose, personal values, and agendas with the corporate sense of purpose, values, and strategic agenda.

Create an organisation where ALL employees provide excellent service as a matter of routine; meeting customer’s demands for great service, while saving money at the same time.