From tin soldiers to Russian dolls
creating added value through services
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Author
Publication
1993 - Butterworth-Heinemann, Oxford, England
Language
English
Word Count
70,000 words, Guess
Page Count
280 pages
Identifiers
- Open LibraryOL1519566M
- ISBN-100750609745
- OCLC Control Number28401352
- OCLC Control Numberfromtinsoldierst0000vand
- Library of Congress Control Number93205976
and 2 more
- Goodreads2607873
- LibraryThing2958114
Classifications
- DDC658.8/12
- LCCHF5415.5 .V36 1993
Description
From Tin Soldiers to Russian Dolls is based on several years' research into how companies, both in traditional manufacturing and service settings, can gain and maintain customers by adding value to their products through service. The 'tin soldiers' of the title reflects the product-focused attitudes and systems of many companies up until the late 1980s. Immersed in technical innovations and many manufacturing efficiencies they somehow forgot the customer. The 'Russian doll' image reflects the new customer-focused company which sees its people, processes and core markets as a whole, made up of interconnected and interdependent parts. This book will be particularly suitable for senior managers, short courses/executive programmes and MBA courses.
Subjects
Topics
Other Editions
- From tin soldiers to Russian dolls: creating added value through services
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