Living Service: How to Deliver the Service of the Future Today

Table of contents

1. Copyright
   1. Dedication
2. Financial Times Prentice Hall
3. Praise for Living Service
4. Preface
5. About the Authors
6. Acknowledgements
7. Introduction: Inside Living Service
   1. The road to lean
   2. Service comes to life
   3. Press pause
   4. Service is about people
   5. ... and optimized by technology and processes
   6. Getting the balance right
   7. Service calling
   8. Invisible excellence
   9. Remarkably simple and elegant
   10. Great service adapts and evolves
   11. The rise of service
   12. The sweet smell of service
   13. The choice challenge
   14. No one said it was easy
   15. The whole of the iceberg
   16. Towards living service
   17. In summary
8. 1. Mind Kokoro
   1. 1. Developing a Living Service Culture
      1. Everything you do, do around customers and their customers
      2. Earn the trust of your customers and employees
      3. Put people at the centre of everything
      4. Empower champions of change
      5. Nurture your supply chain
      6. Take the long-term view
      7. In summary
      8. Agenda 1 – Develop a Living Service Culture
   2. 2. Changing the Game
      1. Make customers’ needs transparent
      2. Grow together with customers and their customers
      3. Consider people as your key differentiator
      4. Leverage tacit knowledge
      5. Focus on invisible excellence and elegant simplicity
      6. In summary
      7. Agenda 2 – Change the Game
9. 2. Body Karada
   1. 3. Engaging with Customers
      1. Focus on understanding the customer’s journey
         1. Be ready for some straight talking
         2. Allow them to focus on their customers
         3. Walk in the customer’s shoes to understand their tacit needs
      2. Help customers with their decision-making
      3. Continually engage with customers
      4. Take a consistent approach to the customer throughout the journey
      5. Agenda 3 – Engage with Customers
   2. 4. Accelerating Customers’ Opportunities
      1. Focus on elegant simplicity
         1. Look for standardization
         2. Look for scalability
         3. Look for consistency
      2. Make processes transparent
      3. Turn problems into opportunities
      4. Agenda 4 – Accelerate Customers’ Opportunities
   3. 5. Delivering Great Service
      1. Strive to deliver invisible excellence
      2. Ensure delivery is in tune with the customer
      3. Make delivery scalable
      4. Agenda 5 – Deliver Great Service
   4. 6. Co-creating the Future
      1. Continually collaborate with the customer
         1. Anticipate change that will affect customers
         2. Help customers bridge the gap between today and tomorrow
         3. Provide opportunities for interactive customer experience
      2. Enable all to contribute to the customer’s journey
      3. Co-evolve with your business partners and suppliers
      4. Agenda 6 – Co-create the Future
10. 3. Soul Tamashii
    1. 7. Maximizing Collective Energy
       1. Ensure people can realize their own and their customers’ dreams
          1. Allow champions of change to lead
          2. An igniting purpose
       2. Break organizational silos
          1. Nurture a cooperative mindset
          2. Prompt people to collaborate across boundaries
          3. Leverage organizational culture
       3. Continuously strive in the wider business ecosystem
       4. In summary
       5. Agenda 7 – Maximize Collective Energy
11. Epilogue: Sustaining Service
    1. The world today
    2. Beyond today
    3. Long-term sustainability
    4. Interconnected whole
    5. Call to action
12. Appendix: Your Living Service Agenda
    1. Agenda 1 – Develop a Living Service Culture
    2. Agenda 2 – Change the Game
    3. Agenda 3 – Engage with Customers
    4. Agenda 4 – Accelerate Customers’ Opportunities
    5. Agenda 5 – Deliver Great Service
    6. Agenda 6 – Co-create the Future
    7. Agenda 7 – Maximize Collective Energy
13. Notes
    1. Introduction: Inside Living Service
    2. Chapter 1: Developing a Living Service Culture
    3. Chapter 2: Changing the Game
    4. Chapter 5: Delivering Great Service
    5. Chapter 6: Co-creating the Future
    6. Chapter 7: Maximizing Collective Energy
    7. Epilogue: Sustaining Service