Design And Management Of Service Processes - Couverture souple

Ramaswami

 
9780201633832: Design And Management Of Service Processes
Couverture souple
ISBN 10 : 0201633833 ISBN 13 : 9780201633832
Editeur : Addison-Wesley Educational Publishers Inc, 1996

Synopsis

PLEASE PROVIDE COURSE INFORMATION

PLEASE PROVIDE

Les informations fournies dans la section « Synopsis » peuvent faire référence à une autre édition de ce titre.

À propos de la quatrième de couverture

In recent times, the role of service has become a critical differentiator between companies that are merely ordinary and those that are truly exceptional. Companies can create and maintain a competitive advantage and can keep loyal customers returning for life by consistently delivering a level of service that delights customers. To do this, exceptional quality needs to be designed into the service when it is first created, and maintained through the life of the service.

This book, intended for managers in both manufacturing and service industries, shows you how to design customer delighting service by applying well known Total Quality Development (TQD) and Total Quality Management (TQM) principles. The book is a detailed, step-by-step guide that describes the state-of-the art tools and methods such as Quality Function Deployment, Functional Analysis, Experimental Design and Simulation that you need to create, implement, manage and improve the processes by which service is provided so that you can consistently exceed your customers' expectations and keep your firm competitive in your industry.

In this book, through numerous examples and a single, large-scale case study, you will learn how to determine customers' expectations for the service, how to develop design specifications based on a quantitative assessment of the impact of meeting these expectations on customer satisfaction, how to generate and evaluate different service design solutions based on these specifications to select the solutions that deliver the highest performance at the most reasonable cost, and how to monitor and continually improve your designed services. At every point, the book offers concrete and specific recommendations that can be immediately applied to your business for real improvements in service quality and customer satisfaction.

0201633833B04062001

Les informations fournies dans la section « A propos du livre » peuvent faire référence à une autre édition de ce titre.

Éditeur
Addison-Wesley Educational Publishers Inc
Date d'édition
1996
Langue
anglais
ISBN 10 
0201633833
ISBN 13 
9780201633832
Reliure
Broché
Nombre de pages
456
Coordonnées du fabricant
non disponible
Personne responsable
non disponible