Leading Modern Service Process Improvement

ISBN: 1478397748

Author: Young, Mr Edward

Condition: New

Product DescriptionIn todays environment, its difficult to name many companies that cant access their customer base with a couple of clicks. This modern, data-rich environment has created tremendous new opportunities to understand customer experience and generate sustainable loyalty. This book introduces the Data-Directed method, which illustrates how to tap into this data. This sharp, step-by-step guide starts from a business audiences perspective to show how commonly collected information can be transformed into long-term profitability drivers. By challenging how we perceive and measure value, the author highlights common pitfalls where classic business and process improvement methods tend to inadvertently hinder better long-term results. By offering a modern framework coupled with numerous success stories, this book demonstrates how positive change can be quick, scalable and desirable. Insightful and succinct, the Data-Directed method shows how any organization can leverage data to deliver significant, risk-free change.About the AuthorEdward is a Six Sigma Black Belt, Project Management Professional, and Certified Supply Chain Professional. Since graduating from the Richard Ivey School of Business, he has specialized in delivering operations management consulting services across North America.Edward has successfully applied Data-Directed to financial services, hospitality, telecommunications, call centres, health care, project management, and IT. With a solid track record for building and leading solutions to complex business problems, Edward created Data-Directed as a simple, scalable framework that integrates some of the best aspects of Six Sigma, Lean, Service Management, and Project Management principles with Business Intelligence.