Dr. Abhay Kulkarni has experience of more than 2 decades of rich industrial and a decade in educational field. Started career in Multinational Engineering Company, trained as LRQA Lead Auditor and Lean Six Sigma Master Black Belt, he is hard-core trainer and handles many subjects such as 7 Quality Tools, Value Stream Mapping, Six Sigma and Planning Tools, etc. He is ex-Chairman of Board of Studies — Production Operations and Services Management. He was instrumental in developing Services Management as a separate specialisation. He has done Doctoral research in Six Sigma Business Excellence initiative. Having distinctive academic record throughout his educational career, he decided to join academia as a Director of reputed management institute affiliated to SP Pune University. He presented papers at national and international seminars. Emerging service sector industries demands customer-oriented approach and touch, user-friendly processes, professionalism in dealing with customer online with situational leadership. This prompted him to write this book. With his experience in maintenance engineering, quality and business excellence, he developed best practices and service-based tools and techniques mentioned at the end of the book.