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Title: Good book for leaders who have hit the service quality wall
Review: This is a terrific book from a person who has studied service quality for many years. It combines stories of how service leaders in different industries actually do it, along with analysis of what works and why. I happen to like stories that give me a glimpse into how successful operations work, but I'm tired to nice stories that can't be translated into action for other companies. One nice thing about this book is that the combination of stories plus the author's insights gives you the inspiration to push for self-improvement along with an understanding of how you can do it, not just how someone else did it.I've read dozens of service quality books, including a couple by the same author, and although I was hesitant about reading yet another one, the time was well worth it. (It helps that the author is a good writer.)
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