A comprehensive guide for service managers who are formulating a strategy to compete in today's changing world economy. The Concepts, The Big Difference: Service Versus Manufacturing Companies, The Tools: A Framework for Strategic Analysis, Missing: A Strategic Direction, Where are We?, A Strategic Assessment: Markets and Customers and Human Resources and Technology/ Operations/ Facilities and Finance and Innovation, Strategic Conclusions and Directions, Where are We Going?, Achieving Sustainable Competitive Advantage, Markets and Customers; Human Resources; Innovation, Technοlogy/ Operations/ Facilities and Finance, Measuring Superior Performance: Results, How Do We Get There?, Implementation: The Eνvironment for Change, Managing Change: A Strategy for Implementation, ''Paint the Mountain'': Our Visitors Sustain Us, Appendix: The Competitive Performance Index, Index.