Most companies plan how they manage employees, but how many consider how to manage their customers? Given how important customer-employee relationships are to business, and amid rising reports of customer incivility toward the frontline workforce, organizations are taking a page from people management and learning how to better select, train, evaluate, discipline - and even sometimes fire - customers.

Service process design is evolving with opportunities for new design configurations being supported and limitations diminishing. Tasks usually done by the service provider are now sometimes done by customers, resulting in customers having a bigger role in the service process through self-service and offering information to service providers to create a personalized service experience. This book examines how service processes should be designed to .....more

Service process design is evolving with opportunities for new design configurations being supported and limitations diminishing. Tasks usually done by the service provider are now sometimes done by customers, resulting in customers having a bigger role in the service process through self-service and offering information to service providers to create a personalized service experience. This book examines how service processes should be designed to .....more

Service process design is evolving with opportunities for new design configurations being supported and limitations diminishing. Tasks usually done by the service provider are now sometimes done by customers, resulting in customers having a bigger role in the service process through self-service and offering information to service providers to create a personalized service experience. This book examines how service processes should be designed to .....more

Service process design is evolving with opportunities for new design configurations being supported and limitations diminishing. Tasks usually done by the service provider are now sometimes done by customers, resulting in customers having a bigger role in the service process through self-service and offering information to service providers to create a personalized service experience. This book examines how service processes should be designed to .....more

Service process design is evolving with opportunities for new design configurations being supported and limitations diminishing. Tasks usually done by the service provider are now sometimes done by customers, resulting in customers having a bigger role in the service process through self-service and offering information to service providers to create a personalized service experience. This book examines how service processes should be designed to .....more

In November 2020, Chief Veterans Experience Officer, Lynda Davis, and Deputy Chief Veterans Experience Officer, Barbara C. Morton reflect on a busy four years leading the Veterans Experience Office at the U.S. Department of Veterans Affairs. The case provides an update on the transformation efforts at VA that were documented in the "Improving Access at VA" case.

This supplement to Facelift at Olay (A) explains the major steps Procter & Gamble''s skincare brand Olay took to reverse several years of declining sales.

In early 2019, Alan Jay, an executive in the Quality, Safety and Risk Management (QSRM) department of Gloria Hospital, a full-service hospital that specialised in children and women healthcare, had been requested to gather insights and seek improvements to the pre-consultation waits at the hospital''s Children''s Emergency (CE) department. After an initial study, minor schedule adjustments were put into place, with many shifts starting .....more

By October 2017, Procter & Gamble''s skincare brand Olay has been struggling with declining sales for several years. The team has tried many remedies, but none has returned the brand to growth. As pressure grows from Olay''s competitors, including hundreds of new direct-to-consumer brands catering to millennial women, North American Skin Care General Manager Chris Heiert must identify a winning marketing strategy that will appeal .....more