Design and Management Service Processes : Keeping Customers for Life

Ramaswamy, Rohit

ISBN 10: 0201633833 / ISBN 13: 9780201633832

Edité par Pearson Education, Limited, 1996

A propos de cet article

Ships from the UK. Former library book; may include library markings. Used book that is in clean, average condition without any missing pages. N° de réf. du vendeur 11170137-6

Détails bibliographiques

Titre : Design and Management Service Processes : ...

Éditeur : Pearson Education, Limited

Date d'édition : 1996

Reliure : Couverture souple

Etat : Good

Edition : 1ST.

A propos de ce titre

Synopsis :

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.

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.

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