Living Service

Description

Quality service is crucial in today’s business world and Living Service shows you how to deliver your service efficiently and at a competitive price, by adapting and evolving to your customer needs.

Living Service provides an insight into the success of Fujitsu, where this new approach is already delivering extraordinary benefits, including: 30% faster deployment of services; 30% greater reliability in service provision; 15% saving on costs. It provides the new competitive weapon, which is set to do for service industries what Toyota’s lean production did for manufacturing industries.

Organised into three parts: Mind, Body and Soul, it offers an easy-to-read format and each section is a stepping stone on the way to achieving Living Service.  This book tells the great untold story of how they did it, and how you can do the same.

Contents

Table of Contents

About the authors

Acknowledgements

Introduction: Inside Living Service

Part 1: Mind 'Kokoro'

Chapter 1 Developing a Living Service Culture

Chapter 2 Changing the Game

Part 2: Body 'Karada'

Chapter 3 Engaging with Customers

Chapter 4 Accelerating Customers' Opportunities

Chapter 5 Delivering Great Service

Chapter 6 Co-creating the Future

Part 3: Soul 'Tamashii'

Chapter 7: Maximizing Collective Energy

Epilogue: Sustaining Service

Appendix: Your Living Service Agenda

Notes

Index

Author

Marc D. Silvester is Chief Technology Officer of Fujitsu’s services organisation, based in the UK. Marc is currently leading a Fujitsu group-wide global programme that is delivering industrialised services across Fujitsu.

Mohi U. Ahmed is Director of Strategic Development at Fujitsu’s services organisation, based in the UK. Mohi was named as one of the world’s key “idea practitioners” in Thomas H. Davenport & Laurence Prusak’s book What’s the Big Idea? (HarvardBusinessSchoolPress, 2003).