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  Books

  1. IT STARTS WITH COMMITMENT

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  Books

  2. GET THE RIGHT PEOPLE TO DELIVER SERVICE

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  Books

  3. CREATE AN ORGANIZATIONAL STRUCTURE THAT FOSTERS SERVICE

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  Books

  4. TRAIN AND DEVELOP PEOPLE TO DELIVER SERVICE

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  Books

  5. DELIVER PERCEPTION OF A SUPERIOR PRODUCT

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  Books

  6. GEAR PERFORMANCE TO DELIVER SERVICE AS A NUMBER ONE PRIORITY

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  Books

  7. CONTINUOUSLY CREATE OPPORTUNITY FOR PEOPLE TO DELIVER SUPERIOR SERVICE

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  Books

  8. ADVERTISE AND SELL SERVICE, AND STAND BEHIND IT

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  Books

  9. BE READY TO DO HANDSPRINGS TO RESOLVE EACH PERCEIVED SERVICE FAILURE

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  Books

  MEASURE, EVALUATE, AND PAY ATTENTION TO ACTUAL SERVICE DELIVERY

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