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Process Improvement: A Handbook for Managers Hardcover – 4 Jan 1996

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Product details

  • Hardcover: 176 pages
  • Publisher: Gower Publishing Ltd (4 Jan. 1996)
  • Language: English
  • ISBN-10: 0566076330
  • ISBN-13: 978-0566076336
  • Product Dimensions: 1.9 x 16.5 x 24.8 cm
  • Average Customer Review: 5.0 out of 5 stars  See all reviews (1 customer review)
  • Amazon Bestsellers Rank: 1,648,524 in Books (See Top 100 in Books)

More About the Author

Sarah Cook is Managing Director of The Stairway Consultancy Ltd. She has 15 years consulting experience specialising in leadership, service excellence and culture change. Sarah was one of the founding members in 1989 of the Stairway Consultancy Ltd. Prior to this she worked for Unilever and as Head of Customer Care for a retail management consultancy.

Sarah has wide experience of helping public and private sector organisations improve their customer service and develop their leadership and people capability. She works with senior executives and managers both at a group and a one-to-one level.

Most of Sarah's work is based on the principles of the service value chain: effective leadership leads to high levels of employee satisfaction, which in turn generates customer satisfaction, retention and stakeholder value. Sarah's style is both supportive and challenging. She is passionate about excellent service.

Sarah regularly speaks at conferences on leadership, service excellence and culture change. She is also a business author and is published by Gower, Fenman, Croner, Echelon and Kogan Page.

Sarah has an M.A. in Modern Languages from Cambridge University. She gained an MBA in 1991. She also has a degree in Psychology.

She is a Fellow of the Chartered Institute of Personnel Development and a Chartered Marketeer. Sarah is a licensed user of Myers Briggs Type Indicator, Strength Deployment Inventory, Emotional Intelligence EQ-I and Prism Team Dynamics diagnostic tools

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The 1990s have seen continuous and rapid change in the way businesses operate. Read the first page
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Most Helpful Customer Reviews

Format: Hardcover
There are not many books that offer a step-by-step guide on techniques for improving organisational processes, but this is certainly one of them. A helpful and practical book.
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