Total Quality Service: Principles, Practices, and Implementation

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CRC Press, 1 Agt 1995 - 336 halaman
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Total Quality Service rises to the business challenge of the 90s. It explains in the most concise terms possible the principles of TQS. The research stands-most unhappy customers do not complain. Instead, they never again buy from businesses that just once left them unsatisfied.
What then is TQS? In the simplest terms, it is the true commitment to operationalizing the concept of customer focus, establishing service performance standards, measuring performance against benchmarks, recognizing and rewarding exemplary behavior, and maintaining enthusiasm for the customer at all times.
Companies that do not provide quality service not only won't compete-they won't exist. Let Total Quality Service put you and your employees on the cutting edge of customer satisfaction.
 

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The Gurus Definition
14
Variation
28
Total Quality Service Implementation Strategy
43
The Project Management Model for Implementation
60
Quality Management
61
The Influence of Project Management in the Implementation Process
67
The ISO Model for Implementation
73
The Deming Model of Implementation
81
Overview
159
Developing a Questionnaire
172
A Typical Questionnaire Evaluation Form
183
Examples of Customer Service
190
Benchmarking
198
Example of Defining the Process of Benchmarking
205
Problem Solving and Tools Used in TQS
212
Statistical Process Control
246

Questions for Service Quality Leaders
109
Teams and Empowerment
115
Team and Quality
121
Rewards
136
Conflict Resolution
143
How to Manage Negative Thinking
153
Control Charts
254
ISO and Services
270
Implementation of the ISO Standards in the Service Industry
277
Key Components of Customer Service
284
Selected Bibliography
298
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