Business Success Through Service Excellence
Including a series of case studies, as well as a service excellence questionnaire, this guide identifies the key ingredients of service excellence and shows how leading companies have achieved success.
TABLE OF CONTENTS Business Success Through Service Excellence
Chapter 5: Leadership and values
Introduction
Leadership and values are the cornerstone of the Service Excellence Awards. They address the direction and culture of the organisation and how successfully the values and leadership of the organisation create a passion for customers. They build a foundation in the business that guides and directs how people behave with each other, what is important and where resources should be focused. Before turning to the questions in this vector of the service excellence questionnaire, it is worth considering leadership and values in turn.
Copyright Moira Clark and Susan Baker 2004 under license agreement with Books24x7
