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Learn to design services right the first time !
Many companies apply a "hit-or-miss" approach to the initial design of a service, expecting to fine tune its performance over time. This is often too late, since the opportunity to satisfy customers on the first contact and to build their loyalty is lost. This book is a step-by-step introduction, complete with detailed examples, that teaches you how to design exceptional quality into your service, and how to maintain this quality through the life of your service.

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5.0 out of 5 stars The definitive work on service design and improvement., 30 Oct 1998

By A Customer

Back in the summer of 1995, I had the pleasure of reviewing two drafts of this book prior to its publication. The book has two primary strengths. First, it provides crystal-clear explanations of sophisticated techniques in the order in which they should be used for effective design and ongoing improvement of service processes. In this sense, the book is like a textbook, but it does not contain a problem set. Second, the book provides guidance to the practitioner in an "over-your-shoulder" style that approaches what it is like to have Dr. Ramaswamy consulting for you and sharing his methodology with you. I highly commend this book to you!

William J. Feuss, District Manager - Customer Value Strategy, AT&T Business Services

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5.0 out of 5 stars Invaluable, 1 Mar 1999

By A Customer

This is the only book in print today that deals specifically with service design. Dr. Ramaswamy explores this subject in great depth, providing tremendous detail and essentially opening the gates to those service companies that would like to emulate the fabled six sigma approach. Dr. Ramaswamy is a skilled communicator and academic, whose style leaves no stone unturned for any manager who is seriously interested in the subject of service design.

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Design and Management of Service Processes (Engineering Process Improvement) (Paperback)

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