Edited by Amy Bernstein
Introduction by J. Scott Cade, Tim Hoying, and Muir Sanderson
Published 2008
192 pages

It’s generally held that to succeed, a company must serve its customers. But that simple ambition can quickly become complex and costly today, when consumers expect the highest quality service, tailored to their needs, delivered immediately.

In this anthology, we explore the major forces shaping the execution and quality of effective service operations. We offer insight into the key challenges facing service businesses, including how to:

• build a service strategy to support your growth objectives
• satisfy customers efficiently and effectively
• manage complexity

The methods and cases in this volume draw on Booz & Company’s deep understanding of the drivers of service businesses as well as the firm’s extensive knowledge of classic operations principles, approaches, and best practices.

Although the ideas and case studies in Reinventing Service focus on pure service industries, such as financial services and health care, the insights in this book are a guide to any leader in search of world-class service performance.