Preface ix
Foreword xv
1 Connectedness 1
2 Customer Satisfaction and its Link to Pro t 17
3 Our Industrial Legacy 37
4 Our Service Economy 61
5 Servicing Customers is Not Customer Service 83
6 Understanding Service-Ability 105
7 Getting the People Right 115
8 Appropriate Organization 143
9 Effective Leadership 173
10 Clarity of Purpose 211
11 Bringing it All Together 241
Index 253
Kevin Robson is a former Managing Director and Chief Executive of a
number of companies (including as a charity CEO), with extensive
management and consultancy experience in a variety of sectors.
He was awarded his MBA with Distinction by the University of Durham
and won the Academic Prize in his year for Best Dissertation on the
subject of Human Resource Management in the Small and Medium
Enterprise, in which field he has also lectured and conducted
research at Durham's Business School.
The holder of the internationally recognized Graduate Diploma in
Marketing, he is a Fellow of the Chartered Institute of Marketing,
and in 1998, was one of the first practitioners to be awarded
Chartered Marketer status following the Privy Council granting
authority to the CIM to award that status to individuals.
Kevin's insight into organizations is deep and wide ranging, and it
is from this that the idea of Service-Ability was born.
www.service-ability.com
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