The Pursuit of Service Excellence: how business intelligence can drive service improvement
Paper
| Paper/Presentation Title | The Pursuit of Service Excellence: how business intelligence can drive service improvement |
|---|---|
| Presentation Type | Paper |
| Authors | |
| Author | Te'o, Togamau |
| Year | 2019 |
| Conference/Event | Australian Network University Planners Conference (ANUP 2019) |
| Event Details | Australian Network University Planners Conference (ANUP 2019) Event Date 11 Nov 2019 Event Location Hobart, Tasmania |
| Abstract | The importance of continual improvement in the pursuit of service excellence is the fact that excellence is a transient thing. What may be regarded today as excellent service may be merely standard service tomorrow. Our operating environment is constantly changing, with increasing customer demands and expectations. This makes it unproductive (if not impossible) for an organisation to highlight one-off achievements as exemplars of service excellence, as these achievements will soon be superseded. Rather, to achieve service excellence is to build a framework that best attains continuous improvement. The |
| Keywords | continual improvement, service excellence, digital transformation, service excellence framework, business intelligence, service excellence models, high-velocity decision-making |
| ANZSRC Field of Research 2020 | 460901. Business process management |
| 460501. Data engineering and data science | |
| Public Notes | File reproduced in accordance with the copyright policy of the publisher/author. |
| Byline Affiliations | Sustainable Business Management and Improvement |
| Institution of Origin | University of Southern Queensland |
https://research.usq.edu.au/item/q7332/the-pursuit-of-service-excellence-how-business-intelligence-can-drive-service-improvement
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