“Hardwiring” an organization’s service performance

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Managing Service Quality

ISSN: 0960-4529

Online from: 1991

Subject Area: Managing Quality

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Document Information:
Title:	“Hardwiring” an organization’s service performance
Author(s):	Leonard A. Schlesinger, (Leonard A. Schlesinger is Executive Vice President and Chief Operating Officer of Limited Brands, Inc., Columbus, Ohio, USA.)
Citation:	Leonard A. Schlesinger, (2003) "“Hardwiring” an organization’s service performance", Managing Service Quality, Vol. 13 Iss: 1, pp.6 - 9
Keywords:	Performance measurement, Service quality, Value
Article type:	Research paper
DOI:	10.1108/09604520310456663 (Permanent URL)
Publisher:	MCB UP Ltd
Abstract:	Explains the term “hardwiring” a term used in computer hardware and software development as being related to “hotwiring” when an automobile’s ignition wire is put into direct contact with the power source to the starter, bypassing the ignition key. States that hardwiring is what leaders in industry are doing at several levels to link the success of their employees closely with that of their customers so that gains achieved in the past can provide assumptions for the future. Concludes that the impact of such action engineers lasting change and gains in value for an organization.