Design and Management of Service Processes: Keeping Customers for Life

Sampul Depan
Addison-Wesley Publishing Company, 1996 - 424 halaman
In any business, customer satisfaction is the key to success. Not only does the product have to be reputable, but any service offered with it must be at least satisfactory. A valuable way to ensure satisfactory service is to design the service process. In order to do so, businesses need to know how to weigh the needs and desires of the customer against the capabilities and capacity of the service provider. By focusing on engineering process improvement and customer feedback, this study offers an explanation of how to design and maintain optimal service processes by illustrating many real and generic examples.

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The Service Design and Management ModelA
23
DESIGN
49
Setting
79
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