Design and Management of Service Processes: Keeping Customers for LifeAddison-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. |
Isi
The Service Design and Management ModelA | 23 |
DESIGN | 49 |
Setting | 79 |
Hak Cipta | |
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Istilah dan frasa umum
analysis arrival rate availability verification average performance benchmarks Chapter chart competitors components conjoint analysis control chart cost customer satisfaction defined Degree of friendliness deliver dependent variable described design alternatives design and management design attributes design concept design factors design performance standards design standards design team develop distribution effectiveness employees Equation estimate evaluation example expectations formance House of Quality identify interactions mance matrix meal delivery interval measure method metrics minutes needs operating characteristics order-taking interval order-taking process overall satisfaction performance functions performance/satisfaction function performance/satisfaction relationship predicted problem resolution profiles Quality Function Deployment random variability rollout satisfaction rating Section selected service design Service Edge restaurant service improvement service improvement plan service management team service performance Service request shown in Figure shown in Table simulation specified stage standard deviation Step strategy subprocess subteam Taguchi Methods targets team members tion tomers waiter utilization
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Computer Aided Service Engineering: Informationssysteme in der ... August-Wilhelm Scheer,Dieter Spath Pratinjau tidak tersedia - 2004 |