Total Quality Service: Principles, Practices, and Implementation
CRC Press, 1 Agt 1995 - 336 halaman
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.
Apa yang dikatakan orang - Tulis resensi
Kami tak menemukan resensi di tempat biasanya.
The Gurus Definition
Total Quality Service Implementation Strategy
The Project Management Model for Implementation
The Influence of Project Management in the Implementation Process
The ISO Model for Implementation
The Deming Model of Implementation
Developing a Questionnaire
A Typical Questionnaire Evaluation Form
Examples of Customer Service
Example of Defining the Process of Benchmarking
Problem Solving and Tools Used in TQS
Statistical Process Control
Questions for Service Quality Leaders
Teams and Empowerment
Team and Quality
How to Manage Negative Thinking
ISO and Services
Implementation of the ISO Standards in the Service Industry
Key Components of Customer Service
Edisi yang lain - Lihat semua
achieve action analysis and/or appropriate basic benchmarking cause Cause-and-effect diagram characteristics check sheet commitment common cause variation communication competition conflict continual improvement control chart cost customer satisfaction customer service customer's cycle decision defined definition delivery Delphi method Deming Deming's Develop diagram effective eliminate employees empowerment evaluation example expectations feedback Figure flowchart function goals graph histogram identify implementation process important individual involved leader leadership measurement ment methods nonverbal communication objectives operations organizational overall Pareto chart participants PDCA performance person philosophy Phlebotomist problem solving project management quality function deployment quality improvement quality system questionnaire questions relationship requirements responsibility sample service industry service organization service quality specific Stamatis standards statistical statistical process control steps strategy success supplier survey technique tion understand variation