The Pursuit of Service Excellence: how business intelligence can drive service improvement

Te'o, Togamau (2019) The Pursuit of Service Excellence: how business intelligence can drive service improvement. In: Australian Network University Planners Conference (ANUP 2019), 11 Nov 2019, Hobart, Tasmania.

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The importance of continual improvement in the pursuit of service excellence is the fact that excellence is a transient thing. What may be regarded today as excellent service may be merely standard service tomorrow. Our operating environment is constantly changing, with increasing customer demands and expectations. This makes it unproductive (if not impossible) for an organisation to highlight one-off achievements as exemplars of service excellence, as these achievements will soon be superseded. Rather, to achieve service excellence is to build a framework that best attains continuous improvement. The
challenge lies in how to build these frameworks.

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Item Type: Conference or Workshop Item (Commonwealth Reporting Category E) (Paper)
Refereed: No
Item Status: Live Archive
Additional Information: File reproduced in accordance with the copyright policy of the publisher/author.
Faculty/School / Institute/Centre: No Faculty
Faculty/School / Institute/Centre: No Faculty
Date Deposited: 20 Apr 2022 06:37
Last Modified: 30 May 2022 02:49
Uncontrolled Keywords: continual improvement, service excellence, digital transformation, service excellence framework, business intelligence, service excellence models, high-velocity decision-making
Fields of Research (2020): 46 INFORMATION AND COMPUTING SCIENCES > 4609 Information systems > 460901 Business process management
46 INFORMATION AND COMPUTING SCIENCES > 4605 Data management and data science > 460501 Data engineering and data science
Socio-Economic Objectives (2020): 22 INFORMATION AND COMMUNICATION SERVICES > 2204 Information systems, technologies and services > 220408 Information systems

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