Quality of Service: Making It Really Work - Couverture rigide

Edvardsson, Bo; Etc.; Ovretveit, John; Thomasson, Bertil

Couverture rigide

ISBN 10 : 0077079493 ISBN 13 : 9780077079499

Editeur : McGraw-Hill Publishing Co., 1994

Synopsis

What does TQM in service really mean? This text focuses on customer orientation as the key to successful business operations. By drawing on work with leading companies world-wide, the authors describe current methods, including a model for customer-service development and service design. Key topics include leadership, quality improvement and assessment, complaint management and customer care. The practical nature of the text is enhanced by the inclusion of models for crisis management and examples from both private- and public-sector companies.

Détails de l'édition

• Éditeur: McGraw-Hill Publishing Co.
• Date d'édition: 1994
• Langue: anglais
• ISBN 10: 0077079493
• ISBN 13: 9780077079499
• Reliure: Relié
• Nombre de pages: 320
• Coordonnées du fabricant: non disponible
• Personne responsable: non disponible