Cover; Half Title Page; Title Page; Copyright Page; Contents Page; Preface; Introduction; Case 1: Improving Customer Satisfaction on Delivery and Distribution Management in a Manufacturing Company -- Suhaimi Jamal Tan Cheng Ling; Case 2: Enhancing Service Desk Performance in Delivering Superior Customer Service -- Patricia SK Ng Siti-Nabiha Abdul Khalid; Case 3: Improving Skills in the Technical and Support Group of an Engineering Company -- Dicky Yamany Othman Tan Cheng Ling; Case 4: KCM College, Penang: Improving Enrollment to Ensure Sustainability -- Chin Sze Pheng Hasnah Haron
