Stages in Service Firm Competitiveness
{"Image DocumentName": "Stages in Service Firm Competitiveness", "Image ImageDescription": "1. Available for service 2. Journeyman 3. Distinctive competence 4. World-class service delivery. BACK OFFICE. Counting room. Contributes to service, plays Is equally valued with front Is proactive, develops its own. an important role in the total office; plays integral role. capabilities, and generates. service, is given attention, opportunities. but is still a separate role. CUSTOMER. Unspecified, to be A market segment whose A collection of individuals A source of stimulation, ideas, satisfied at minimum cost. basic needs are understood. whose variation in needs is and opportunity. understood. INTRODUCTION OF NEW TECHNOLOGY. When necessary for When justified by cost When promises to enhance Source of first-mover advantages, survival, under duress. savings. service. creating ability to do things your. competitors can\u2019t do. WORKFORCE. Negative constraint. Efficient resource; disciplined; Permitted to select among Innovative; creates procedures. follows procedures. alternative procedures. FRONT-LINE MANAGEMENT. Controls workers. Controls the process. Listens to customers; coaches Is listened to by top management. and facilitates workers. as a source of new ideas. Mentors works to enhance their career.", "Image XResolution": "37", "Image YResolution": "37", "Image ResolutionUnit": "Pixels/Centimeter", "Image Software": "SlidePlayer", "Image YCbCrPositioning": "Centered"}