Description:
In How to Make Things Happen, we learnt that knowledge is the fundamental driver of service efficiency. In this new book, the author follows four very different companies in the finance, gas and tourism sectors as they implement the Service Problem Driven Management Model (SPDM) to improve their operations. With real examples and plenty of practical tips, anecdotes and actionable ideas for real life implementation, this book will teach you how to:
Explore hidden capacity
Implement new ideas by transforming pop-ups into prototypes
Discover knowledge pills to accelerate learning
Develop service modules and problem tracks
Put problem solving at the heart of excellent service delivery
Offering a rare insight into how to unblock service problems and the realistic challenges you will encounter along the way, this book shows you how to make things happen and more importantly, how to get them right.