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

This book is based on several years' research into how companies can gain and maintain customers by adding value through first-class service.

The "tin soldiers" of the title reflect the product-focused attitudes and systems of many companies up until the late 1980s.

Immersed in technical innovations and many manufacturing efficiencies, they somehow forgot the customer.

The "Russian doll" image reflects the new customer-focused company which sees its people, processes and core markets as a whole, made up of interconnected and interdependent parts.

The author examines why this is happening and what manufacturers and service companies can do to adapt their structure, skills and strategies to compete by adding value through services.