ABSTRACT
So what would an organization (or individual) have to do to prepare itself to deliver delightful service? First, there must be a clear vision validated by research and study. The organization must know its environment: who are the leaders, what are their strengths, and why? The organization must reflect internally in order to know its processes thoroughly and understand where value is created within them. The organization would further have to understand its unique value proposition and how to build upon it. In other words how do we leverage our strengths? The determination of a unique value proposition is in respect to internal as well as external customers. There must be the ability for self-reflection and honest self-assessment.
