Achieving Class A Business Excellence: An Executive's Perspective

Prologue

Service Industries

 

We begin with an explanation for readers who have a service industry background. Although this book relates a story about a manufacturing company, the principles, processes, and cultural aspects apply equally to the service sector. Our work with service companies, including financial institutions, law enforcement, driving license bureaus, even local government, shows that very little tailoring of the Class A Business Excellence Checklist content is needed, and is mostly confined to the details in the chapter dealing with managing internal supply. Even there, tailoring may be a question of changing the terminology to words that are more familiar in service industries. The major concepts of product, demand, and supply are universally acceptable. So we encourage you to read the book and to mentally align the manufacturing terminology to service terminology where necessary.