SERVICE CHALLENGE OF THE 1990S: PART II. TRAINING –THE DRIVING FORCE

Perhaps the single most powerful competitive edge any company can have over the next decade is providing superlative service. As technology progresses at a rapid pace and the benefits of any organization or product bear remarkable similarity to a competitor′s,the one sustainable, competitive edge which remains is service. Service,however, requires skill and, in most organizations, a cultural transition. It is in this area where Training can become the driving force and make significant impact on profitability.