To achieve substantial productivity gains and move to world-class internal service, managers must build internal service unit performance turnarounds. Internal Service Excellence provides the required aggressive and carefully-planned approach to organizational change. The book delivers specific methods for diagnosing current internal service problems and provides a step-by-step guide to practical and dramatic internal service unit performance turnarounds.
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Editorial Reviews
Review
This book provides fresh insights into an important problem that plagues most organizations... -- Ian Arnof, President and CEO, First Commerce Corporation
About the Author
Dr. Richard Hays has confronted problems and issues of internal service units from three perspectives: as a business school professor, as an executive responsible for internal unit turnarounds, and as a consultant helping client organizations improve competitiveness through the enhancement of internal service unit performance.
Dr. Hays has served on the faculty of the Graduate School of Business at Tulane University. He was also Executive Vice President of First Commerce Corporation, a $5 billion bank holding company, and served as President and CEO of First Commerce Service Corporation where he managed the internal service units of FCC. He has spent over a decade as a consultant to many major corporations helping them to enhance their organizational performance and profitability.
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Most Helpful Customer Reviews
3 of 3 people found the following review helpful:
4.0 out of 5 stars
MAKES YOU GO HMMM,
By minnesh rajcoomar (SANDTON, SOUTH AFRICA) - See all my reviews
This review is from: Internal Service Excellence: A Manager's Guide to Building World-Class Internal Service Unit Performance (Hardcover)
This is an excellent book that makes you think about internal service units and the benefits for any organisation. It cuts right ot the bone and identifies the problems a lot of busineses are experiencing that result in poor CRM. While this book is technically brilliant and practical, it lacks up to date stats and case studies (book was written in 1996 and quotes stats from 1993). Given the large number of internal service units in most companies, there must be tons of case studies and more up to date stats on strutures, models and cost savings.
1 of 1 people found the following review helpful:
5.0 out of 5 stars
Keys to real problems, based on real experience,
By Grand-Daddy (Baton Rouge, Louisiana USA) - See all my reviews
This review is from: Internal Service Excellence: A Manager's Guide to Building World-Class Internal Service Unit Performance (Hardcover)
Being "customer-oriented" has led many organizations to achieve remarkable -- even incredible -- improvements. The customer's role and identity, clearly defined in the market place, are blurred when the organization serves other units within the same company or agency. Richard Hays addesses the problems of internal service units whose "customers" may also be the service unit's suppliers, who may be subsidiary to the service unit, or who may be several steps removed from the service unit's work output. Dr. Hays has the theoretical background to help a manager identify problems and define possible solutions, and he has the practical experience to help a manager tell which solutions sound fine and which ones will really work. Any manager who wants excellence throughout his or her organization, and not just in those units where problems and solutions are obvious, will read this book.
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Front Cover | Front Flap | Table of Contents | First Pages | Index | Back Flap | Back Cover | Surprise Me!
Inside This Book
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First Sentence:
In companies around the world, muted cries of pain and frustration swell into a chorus of discontent and exasperation. Read the first page Key Phrases - Capitalized Phrases (CAPs): (learn more)
Federal Express, Jonathan Greyson, Internal Service Performance Turnaround, Possible Actions, The Culture of Internal Service Excellence, United States, Wells Fargo New!
Concordance | Text Stats Browse Sample Pages:
Front Cover | Front Flap | Table of Contents | First Pages | Index | Back Flap | Back Cover | Surprise Me!
In companies around the world, muted cries of pain and frustration swell into a chorus of discontent and exasperation. Read the first page Key Phrases - Capitalized Phrases (CAPs): (learn more)
Federal Express, Jonathan Greyson, Internal Service Performance Turnaround, Possible Actions, The Culture of Internal Service Excellence, United States, Wells Fargo New!
Concordance | Text Stats Browse Sample Pages:
Front Cover | Front Flap | Table of Contents | First Pages | Index | Back Flap | Back Cover | Surprise Me!
Citations (learn more)
3
books
cite this book:
- High Performance HR: Leveraging Human Resources for Competitive Advantage by David S. Weiss in Back Matter
- The Art of M&A Integration: A Guide to Merging Resources, Processes and Responsibilities by Alexandra Reed-Lajoux on page 212
- Sawyer's Internal Auditing: The Practice of Modern Internal Auditing by Lawrence B. Sawyer on page 215
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