Böcker av Alan Sarsby

"A whole book on customer service. What! it costs nothing to smile." And with that, I was shooed away. But quickly I realised that some people very close to customer service seem to know least about it. Gradually I realised that the real challenge in writing this book was how to keep the material short enough to fit inside a single book.Having had several decades experience of quality systems and the associated methods, it became apparent that what we call leadership, and what we name management, are not synonyms but two entirely different things. In 1996 I came across the work of John P. Kotter in his book Leading Change. After just 25 pages, he draws a clear distinction between leadership and managementship, then uses these definitions to promote business change. Later the Six Sigma movement achieved much support for its analytical techniques in process control, then augmented by the Lean movement (both developed by Toyota) added the concept of Respect for Humanity. In Lean-Six-Sigma we have both leadership and managementship firmly defined and it is clear that both are needed.Leadership - leaders lead people. Their skills are in making work meaningful, to establish a purpose and direction through a vision. Then to motivate, encourage, and align people to that purpose. In Lean terminology Leader-ship fulfils the objective of Respect for Humanity.Managementship - managers manage processes. Their skills are in planning, organising, supervision, and controlling resources (people, budget, and time) so that activities are aligned with the objective and are predictable. In Lean terminology, Managementship fulfils the objective of effective and efficient processes.Too much management and a shortage of leadership leads to the precise delivery of the wrong thing; and too much leadership with a shortage of management leaves unfulfilled dreams. By considering humanity, and process, one concludes that customer service is humanity supported by process.This work has the objective of helping the reader to Lead, and Manage, Lean Customer Service.

Lean Six Sigma is a well-known collection of business improvement methods. Apply these same tools to create recipient-friendly emails. Apply Lean principles to emails. ¿ The toolkit for clarity - how to eliminate wasted words. ¿ Subject lines and signatures - how to make them great. ¿ The postcard principle - how much and how little. ¿ Being kind with attachments - how to be a great net citizen.

Create outstanding presentations using Lean and Six Sigma. Design principles for presentations, slides and visuals, and handouts. How to create business stories using a story arc. Designing engagement into presentations. How to deal with rogue behaviours. Working with questions. Avoiding the five presentation noises (wastes).

Undertaking a SWOT analysis is a popular strategy tool, and frequently the basis of an assignment for students of business studies. This guide helps you with: ¿ The critical theory. ¿ Worked-examples and case-studies. ¿ Where to look for the factors. ¿ How to create strategic responses to a situation. ¿ How to approach a swot assignment. ¿ Avoiding the usual mistakes. ¿ References. ... so that you can hand in a great assignment.