... to meet customers′ needs, measuring and rewarding employees′ efforts. © MCB UP Limited 1990 Improvement Performance Service Service quality Company Study FIVE STEPS TO SERVICE EXCELLENCE Craig Cina Achieving service excellence is a formidable challenge but not an insurmountable one...

... the aspects which should be investigated in a customer service audit and suggests a five‐stage process which can be adopted. Concludes that the findings of an audit should be presented in a report and offered in a spirit of co‐operation, as they are designed to highlight opportunities for improvement...

... industries. Reports on how development may be improved and offers a model allowing greater input from the service recipients. DEVELOPING NEW SERVICES: IMPROVING THE PROCESS MAKES IT BETTER Michael R. Bowers Service organizations tend to use an incomplete means of developing new services. The result is a lack...