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Title page; Copyright page; Contents; Preface; Foreword; 1: Connectedness; Migram and six degrees of separation; Dunbar's number; Gladwell and Granovetter; Web 2.0 and word of mouth; Apostles and Terrorists; Feedback loops; Reflection on United; 2: Customer Satisfaction and its Link to Profit; Non-rational man; The rational organizaion; All people, all levels; Moments of truth; Customer relationships built on trust; Totally satisfied customers; Loyalty = profit; Internal service quality; 3: Our Industrial Legacy; The Industrial Revolution; Weber & bureaucracy; Fordism.

Fayol and the human relations schoolJump 70 years; New approach to management; 4: Our Service Economy; A difficult birth; The service economy; Commercially dangerous; The effect of technology; British disease; Demographics; Lower pay/inequality; Employment 'contract'; Opportunity; 5: Servicing Customers is Not Customer Service; Porter's value chain; Balanced scorecard; Car body repair shop story; The customer is king; The cost of quality; The Bottom Line interview; Call centres; Customer value triad; Summary; 6: Understanding Service-Ability; Engagement; Initiative; Professionalism.

Involvement7: Getting the People Right; Recruitment; Intellectual capital; Inappropriate management; Rules and regulations; Greed and financial incentives; Pink on reward and motivation; Strategic Hrm; Nissan and Google; Summarizing modernized management; 8: Appropriate Organization; Power of the office desk; Coercive bureaucracy; A real-life example; Inappropriate technology; Form follows function; Small is beautiful; Organismic vs. mechanistic; Teamwork; Autonomous, self-managing teams; Complexity theory; Summing up appropriate organization; 9: Effective Leadership; Leadership concepts.

Corridors of power poemSources of power; Distributed leadership; Servant leadership; Primus inter pares; Empowerment; Practical wisdom; Winterbourne View; Re-moralizing work -- Schwartz; Hierarchy; Collective wisdom; Honesty without fear; 10: Clarity of Purpose; Mission, vision; Obliquity vs. narrow strategy; Engagement; Purpose; Purposefulness; Purposeful systems; Values -- The fuel tank that never runs dry; Matshushita on purpose; Systems integration and process clarity; Total service quality; Approaches to quality; Total Quality; 11: Bringing it all together; Index.

Times have changed. Long gone are our days of being kings of the manufacturing industry, we are now immersed in the world of 'service' where the relationship between an organization and the customer is an integral part of the 'product' offering. The nation is suffering from a widespread lack of truly customer-satisfying service. We lack the very thing that we need to make this new paradigm work efficiently: service-ability. Organizations of all kinds are facing high customer churn, serious customer antagonism, loss of consumer confidence and plummeting customer satisfaction. Res.

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