The customer service delivery process at
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Colin Armistead; Jean-Philip Pritchard; Simon Machin
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Article
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1997
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John Wiley and Sons
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English
โ 165 KB
In 1992 Rank Xerox formally ceased operating through functions and adopted the process paradigm to describe its way of working. This was in part driven by the need to respond to lacklustre performanceรparticularly in terms of service productivityรand also to market pressures. Since then fundamental