Service within : solving the middle management leadership crisis

Service within : solving the middle management leadership crisis /

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If you're not serving the customer - new management thinking for the service age - organisation (the enemy of service) - middle managment - moving toward an internal service culture - special issues for internal service departments - understanding the internal customer - defining the internal s...

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Bibliographic Details
Main Author: Albrecht, Karl, 1941-
Format: Book
Language:English
Published: Homewood, Ill. : Dow Jones-Irwin, ©1990.
Subjects:
Middle managers.
Leadership.
Industrial management.
Organization.
Industries.
Corporate culture.
Organization and Administration
Leadership
Industry
Organizational Culture
Cadres moyens.
Gestion d'entreprise.
Organisation.
Industrie.
Culture organisationnelle.
industry (economic concept)
industries (organizations)
Organization
Industries
Corporate culture
Industrial management
Middle managers
management.
middle management.
service sector.
organization development.
organization behaviour.
management technique.
leadership.
work organization.
quality standard.
quality control.
Communication dans les organisations.
Organisation industrielle.
gestion.
cadres moyens.
secteur tertiaire.
développement de l'organisation.
comportement organisationnel.
technique de gestion.
commandement.
organisation du travail.
norme de qualité
contrôle de qualité
administración.
mandos intermedios.
sector terciario.
desarrollo de la organización.
conducta organizacional.
técnica administrativa.
liderazgo.
organización del trabajo.
norma de calidad.
control de calidad.
USA.
Etats-Unis.
Estados Unidos.
management development guide.
illustration.
reference.
guide de formation des cadres.
référence bibliographique.
guía de desarrollo gerencial.
ilustración.
referencia.
Table of Contents:
  • If you're not serving the customer
  • New management thinking for the service age
  • The organization : enemy of service
  • Middle management : the leadership crisis
  • Special issues for internal service departments
  • Understanding the internal customer
  • Defining the internal service mission
  • Orienting the people for internal service
  • Aligning the systems for internal service
  • Closing the loop with reinforcers.

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