Gemba Walks for Service Excellence - 9781439886748

Taylor & Francis

Gemba Walks for Service ExcellenceThe Step-by-Step Guide for Identifying Service Delighters\nAuthor(s): Robert Petruska\nFormat: Paperback\nPublisher: Taylor & Francis Inc, United States\nImprint: Productivity Press\nISBN-13: 9781439886748, 978-1439886748\nSynopsis\nYour customers have become increasingly sophisticated and more connected than everbroadcasting real-time feedback to a cloud of followers who are watching your every move. As savvy customers continue to demand more for less, organizations that choose to rest on their laurels will quickly see their market share evaporate.\n\nGemba Walks for Service Excellence: The Step-by-Step Guide for Identifying Service Delighters \n\nguides readers on a journey towards organizational effectiveness that supports a culture of service excellence. It provides a fresh perspective on how to apply Gemba Walksvisiting the areas where the service provider interacts directly with the customerto identify new service delighters and make a last.