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Re‐engineering: using the customer as a unifying factor

Re‐engineering: using the customer as a unifying factor Looks at how companies can go about creating a competitive culture using American Express as an example. Provides details of their programme, including their focus of attitudinal training and the role of leadership. American Express has chosen quality service to their customers as their unifying factor and this has worked well, as employees can easily put themselves into the customer’s shoes and, if the process is done correctly, take pride in a job well done. Looks at the firm’s intrastructure, in‐house training sessions, service tracking, reports, transaction‐based surveys, establishing of links, performance reviews, attitudinal training, employee involvement, and communications. Concludes by noting American Express confirm that people want to give their best and it is management’s job to encourage employees and then empower them so they can do so. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Training for Quality Emerald Publishing

Re‐engineering: using the customer as a unifying factor

D. Keith Denton
Training for Quality , Volume 4 (1): 5 – Mar 1, 1996
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Publisher
Emerald Publishing
Copyright
Copyright © 1996 MCB UP Ltd. All rights reserved.
ISSN
0968-4875
DOI
10.1108/09684879610112846
Publisher site
See Article on Publisher Site

Abstract

Looks at how companies can go about creating a competitive culture using American Express as an example. Provides details of their programme, including their focus of attitudinal training and the role of leadership. American Express has chosen quality service to their customers as their unifying factor and this has worked well, as employees can easily put themselves into the customer’s shoes and, if the process is done correctly, take pride in a job well done. Looks at the firm’s intrastructure, in‐house training sessions, service tracking, reports, transaction‐based surveys, establishing of links, performance reviews, attitudinal training, employee involvement, and communications. Concludes by noting American Express confirm that people want to give their best and it is management’s job to encourage employees and then empower them so they can do so.

Journal

Training for Quality – Emerald Publishing

Published: Mar 1, 1996

Keywords: BPR; Improvement; Training

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