Table of Contents

Introduction: Strategic service management: beyond the moment of truth, D Boyle. Creating Service Business Strategies. Creating a successful marketing strategy for UNI Insurance, T Overland. Building a competitive advantage through information technology, C Jackson. The transformation of AT & T, C Kennedy. Successful strategies - the story of Singapore Airlines (SIA), K Singh. Integrating information systems for competitive advantage at Merrill Lynch, E M Koerner. Accelerating Successful Implementation. Building a customer-oriented organization at Citibank, F Cornish. Bridging the awful gap between strategy and action, R Wernham. Woolworth's drive for excellence, D Rose. Controlling overseas insurance subsidiaries, G Petroni. Towards 1992: a strategy for training, D Day. Experiences from the Public Sector. Corporate strategic planning in a university, R Thomas. Participative planning for a public service, T Grewe, J Marshall & D E O'Toole. A strategic planning process for public and non-profit organizations, J M Bryson. Performance review: key to effective planning, S J Berry. Strategic planning for the World Wildlife Fund, G J Medley.