The Pursuit of Service Excellence: how business intelligence can drive service improvement

Paper

Te'o, Togamau. 2019. "The Pursuit of Service Excellence: how business intelligence can drive service improvement." Australian Network University Planners Conference (ANUP 2019). Hobart, Tasmania 11 Nov 2019
Paper/Presentation Title

The Pursuit of Service Excellence: how business intelligence can drive service improvement

Presentation TypePaper
Authors
AuthorTe'o, Togamau
Year2019
Conference/EventAustralian 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organisation to highlight one-off achievements as exemplars of service excellence, as these achievements will soon be superseded.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
challenge lies in how to build these frameworks.

Keywordscontinual improvement, service excellence, digital transformation, service excellence framework, business intelligence, service excellence models, high-velocity decision-making
ANZSRC Field of Research 2020460901. Business process management
460501. Data engineering and data science
Public Notes

File reproduced in accordance with the copyright policy of the publisher/author.

Byline AffiliationsSustainable Business Management and Improvement
Institution of OriginUniversity of Southern Queensland
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