From Tin Soldiers to Russian Dolls: Creating Added Value Through Services

by Sandra Vandermerwe

The tin soldiers of the title reflect the product-focused attitudes and systems of companies up until the late 1980s. The Russian doll image reflects the new customer-focused company which sees its people, processes and markets as a whole, made up of interconnected and interdependent parts.

• Format: Hardcover
• Language: English
• ISBN: 0750609745
• ISBN13: 9780750609746
• Release Date: January 1993
• Publisher: Butterworth-Heinemann
• Length: 256 Pages