QSM Chap 10 Service Culture in Tourism and Hospitality Industry.pptx
The New Cost To Value Curve
1. MY NEW CUSTOMER SERVICES ‘COST TO VALUE’ CURVE VALUEEXCELLENCE PRO-ACTIVE IN NETWORKS LEAN/6-SIGMA SERVICE EXCELLENCE SERVICE DESIGN THINKING OPERATIONAL EXCELLENCE CROSS-FUNCTIONAL COLLABORATION RE-ACTIVE IN SILOS CUSTOMER CENTRIC COMPANY/PRODUCT/COST CENTRIC OUTSIDE-IN PROCESS CENTRIC WimRampen; http://contactcenterintelligence.wordpress.com; twitter.com/wimrampen; wim.rampen@planet.nl