Abridged case study 2: Fujitsu Services Ltd

Susan Barlow, Stephen Parry and Mike Faulkner

Chapter Chapter 13 in Sense and Respond, 2005, pp 181-190 from Palgrave Macmillan

Abstract: Abstract This abridged case study, like that in Chapter 12, features a real example of the principles outlined in this book being applied to a company. The study only highlights the pertinent points that reinforce those principles, and does not feature the plethora of tasks that are performed in any extensive transformation.

Keywords: Customer Satisfaction; Transformational Leadership; Business Process Management; Client Satisfaction; Frontline Staff (search for similar items in EconPapers)
Date: 2005
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-0-230-50814-9_13

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DOI: 10.1057/9780230508149_13

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