Business Process and Customer Service Books
Uncommon Service: How to Win by Putting Customers at the Core of Your Business
By Frances Frei & Anne Morriss
Published 2012 By Harvard Business Review Press
– 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.
TouchPoints: Creating Powerful Leadership Connections in the Smallest of Moments
By Douglas R. Conant, Mette Norgaard
– 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.
Business Process Change: A Guide for Business Managers and BPM and Six Sigma Professionals
By Paul Harmon
Published 2007 by Morgan Kaufmann
– presents contemporary business process improvement methodologies that can be tailored for specific needs, while maintaining a focus on the human aspects of process redesign.
Management by Process: A Practical Road-map to Sustainable Business Process Management
By John Jeston & Johan Nelis
Published 2006 by Butterworth-Heinemann
– describes the management of an organisation from a business process perspective.