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Rating: 
Summary: an essential classic
Review: this is a very important book for anyone interested in running a business in the 21st century. i took a class from karl albrecht back in the late '70s and was impressed that this was a very bright guy. i read his book, "brain power" and when service america came out i bought it right away. this book is the first articulation of the process of management of a service organization as something entirely distinct from the traditional manufacturing model from which management as we know it emerged. it was very timely then as the service and information economies were really taking hold and it is even more timely today. i was just referencing the book for a quote for my newsletter and i was curious to see if it was still in print and delighted that it is. it should be required reading for every MBA and/or anyone who aspires to lead a business large or small. even manufacturing today looks much more like service business than it did in henry ford's day when you could "have any color you wanted as long as it was black". it will get your gears grinding as you begin to see all the ways in which your company is service 'unfriendly'. but it will give you a powerful conceptual framework for working with your teams to create systems for delighting your customers. buy it. read it. mark it up. buy a copy for everyone on your management team. talk about it. then put it to work. it will make you lots of money, make your employees and customers happier, and put you a step ahead of your competitors.
Rating:
Summary: an essential classic
Review: this is a very important book for anyone interested in running a business in the 21st century. i took a class from karl albrecht back in the late '70s and was impressed that this was a very bright guy. i read his book, "brain power" and when service america came out i bought it right away. this book is the first articulation of the process of management of a service organization as something entirely distinct from the traditional manufacturing model from which management as we know it emerged. it was very timely then as the service and information economies were really taking hold and it is even more timely today. i was just referencing the book for a quote for my newsletter and i was curious to see if it was still in print and delighted that it is. it should be required reading for every MBA and/or anyone who aspires to lead a business large or small. even manufacturing today looks much more like service business than it did in henry ford's day when you could "have any color you wanted as long as it was black". it will get your gears grinding as you begin to see all the ways in which your company is service 'unfriendly'. but it will give you a powerful conceptual framework for working with your teams to create systems for delighting your customers. buy it. read it. mark it up. buy a copy for everyone on your management team. talk about it. then put it to work. it will make you lots of money, make your employees and customers happier, and put you a step ahead of your competitors.
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