Service Success! Lessons from a Leader on How to Turn Around a Service Business

Singled out byFortune andThe New York Times as a remarkable manager, Dan Kaplan has pioneered a revolutionary new system for measuring service quality to help managers keep track of intangibles in a service business. Provides a straightforward, practical case study of managing for excellence along with invaluable insight into the potentials and limitations inherent in the management systems under which organizations operate.Kaplan, Daniel I. is the author of 'Service Success! Lessons from a Leader on How to Turn Around a Service Business' with ISBN 9780471591290 and ISBN 0471591297.