Quality of service : making it really work
著者
書誌事項
Quality of service : making it really work
（McGraw-Hill quality in action series）
McGraw-Hill Book Co., c1994
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注記
Includes bibliographical references (p. 266-288) and index
内容説明・目次
内容説明
What does TQM in service really mean? This text focuses on customer orientation as the key to successful business operations. By drawing on work with leading companies world-wide, the authors describe current methods, including a model for customer-service development and service design. Key topics include leadership, quality improvement and assessment, complaint management and customer care. The practical nature of the text is enhanced by the inclusion of models for crisis management and examples from both private- and public-sector companies.
目次
- Quality - the driving force for productivity and profitability
- organizing and managing quality improvement
- the analysis of quality - definitions, concepts and models
- customer orientation and customer care
- competence for service quality
- quality measurement
- service design for innovation and quality
- leading quality improvement in services. Appendix: questionnaires for internal and external customers.
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