Achieving Service Excellence: Maximizing Enterprise Performance through Innovation and Technology - Paperback

by C. M. Chang (Author)

As the service sectors play an increasingly important role in all economies worldwide, service executives and professionals are well advised to recognize two main pathways to achieving sustainable success in services. The first path requires enhancing the strategic differentiation and operational excellence of their service enterprises; the second requires that these executives and their employees develop the knowledge and skills needed to achieve such success. Specifically, this book discusses actionable methodologies needed to generate creative ideas, including deciding on which ones to pursue; on how to justify projects financially; on how to manage the development projects for innovative services; and on how to reach out to customers and offer them superior service support.

Author Biography

C. M. Chang, PhD, MBA, is Adjunct Professor Emeritus at University at Buffalo. He has 25 years of industrial experience in technology development and engineering management and another 20 years of academic teaching and research experience. He received two "Best Book Awards," one for Engineering Management in 2007 and another for Service System Management and Engineering in 2011. He served as an associate editor of the International Journal of Innovation and Technology Management and is the current editor of the Momentum Press Collection Series on Engineering Management.