Total Quality Service
Crc Press Inc (Verlag)
9781884015830 (ISBN)
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.
D.H. Stamatis
Quality, General Overview, The Gurus' Definition, Functional Characteristics of the Term Quality, Product versus Service, Overview, Examples: Retail, Banking, Restaurant, Process, Examples of Process, Variation, Cost of Quality, Appraisal, Prevention, and Internal and External Failure, Communication and Management, Quality Service Implementation Strategy, Overview, Change and Paradigm Shift, A Generic Model for Continuous Improvement, The Models of Implementation, The Project Management Model , Quality Management, Implementation of TQS, TQS and PM, The Influence of PM in the Implementation Process, The ISO 9000 Model, The Deming Model, Deming's 14 Points, Deming's 7 Deadly Sins, Implementation Strategy: Points and Questions, Examples of Implementation Strategy, Teams and Empowerment, Overview, Teams, Team and Quality , Typical Implementation Steps, Intent of the Action Is Met When, Education/Training, Typical Implementation Steps, Intent of the Action Is Met When , Rewards, Typical Implementation Steps, Intent of the Action Is Met When, Empowerment, How to Empower Your Employees, Conflict Resolution, Overview, How to Handle Difficult People, How to Manage Negative People, Customer Service and Satisfaction, Overview, Measurement, Development of a Questionnaire, Preliminary Steps to an Effective Survey, A Typical Questionnaire Evaluation Form, Making Sense of Your Data, Presenting Your Results, Example of Customer Service, Benchmarking in Service, Overview, Basic Steps, Advanced Steps, Example of Defining the Process of Benchmarking, Problem Solving and Tools Used in the Service Organizations, The Six Steps of Problem-Solving Process, Pointers on Problem Solving, Problem-Solving Tools, Graphical Presentation, Statistical Process Control, Control Charts, Control Limits, Control Charting Goals, Control Charting D
| Erscheint lt. Verlag | 20.7.2004 |
|---|---|
| Verlagsort | Bosa Roca |
| Sprache | englisch |
| Maße | 152 x 229 mm |
| Gewicht | 620 g |
| Themenwelt | Wirtschaft ► Betriebswirtschaft / Management ► Logistik / Produktion |
| Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb | |
| ISBN-13 | 9781884015830 / 9781884015830 |
| Zustand | Neuware |
| Informationen gemäß Produktsicherheitsverordnung (GPSR) | |
| Haben Sie eine Frage zum Produkt? |
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