Articoli correlati a Design and Management of Service Processes: Keeping...
Sinossi
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, develop design specifications based on a quantitative assessment of customer satisfaction, generate and evaluate different service design solutions based on these specifications and select the solutions that deliver the highest performance at the most reasonable cost, and 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.
Le informazioni nella sezione "Riassunto" possono far riferimento a edizioni diverse di questo titolo.
L'autore
Rohit Ramaswamy is Technical Manager at the Technology Realization Center, AT&T Labs.
Product Description
Book by Ramaswamy Rohit
Le informazioni nella sezione "Su questo libro" possono far riferimento a edizioni diverse di questo titolo.
- EditorePrentice Hall
- Data di pubblicazione1996
- ISBN 10 0201633833
- ISBN 13 9780201633832
- RilegaturaCopertina flessibile
- LinguaInglese
- Numero edizione1
- Numero di pagine424
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EUR 94,46
EUR 6,23 per la spedizione in U.S.A.
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Design and Management Service Processes: Keeping Customers for Life
Da: HPB-Red, Dallas, TX, U.S.A.
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Paperback. Condizione: Good. Connecting readers with great books since 1972! Used textbooks may not include companion materials such as access codes, etc. May have some wear or writing/highlighting. We ship orders daily and Customer Service is our top priority! Codice articolo S_365284956
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Design and Management Service Processes : Keeping Customers for Life
Editore:
Pearson Education, Limited, 1996
ISBN 10: 0201633833
ISBN 13: 9780201633832
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Da: Better World Books, Mishawaka, IN, U.S.A.
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Design and Management Service Processes: Keeping Customers for Life
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Condizione: Very Good. Item in very good condition! Textbooks may not include supplemental items i.e. CDs, access codes etc. Codice articolo 00084310487
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Design and Management Service Processes: Keeping Customers for Life
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Paperback. Condizione: Very Good. No Jacket. May have limited writing in cover pages. Pages are unmarked. ~ ThriftBooks: Read More, Spend Less 1.8. Codice articolo G0201633833I4N00
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Design and Management Service Processes: Keeping Customers for Life (Engineering Process Improvement Series)
Da: WeBuyBooks, Rossendale, LANCS, Regno Unito
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Condizione: Good. Most items will be dispatched the same or the next working day. A copy that has been read but remains in clean condition. All of the pages are intact and the cover is intact and the spine may show signs of wear. The book may have minor markings which are not specifically mentioned. Codice articolo wbb0021730182
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Design and Management Service Processes: Keeping Customers for Life (Engineering Process Improvement Series)
Da: WeBuyBooks, Rossendale, LANCS, Regno Unito
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Condizione: Very Good. Most items will be dispatched the same or the next working day. A copy that has been read, but is in excellent condition. Pages are intact and not marred by notes or highlighting. The spine remains undamaged. Codice articolo wbb0021934268
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Design and Management Service Processes: Keeping Customers for Life (Engineering Process Improvement Series)
Editore:
Pearson Education (US), United States, New Jersey, 1996
ISBN 10: 0201633833
ISBN 13: 9780201633832
Antico o usato
Paperback
Da: WorldofBooks, Goring-By-Sea, WS, Regno Unito
Valutazione del venditore 5 su 5 stelle
Paperback. Condizione: Very Good. 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. The book has been read, but is in excellent condition. Pages are intact and not marred by notes or highlighting. The spine remains undamaged. Codice articolo GOR002825962
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Design and Management Service Processes: Keeping Customers for Life
Da: Ammareal, Morangis, Francia
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Softcover. Condizione: Bon. Ancien livre de bibliothèque. Légères traces d'usure sur la couverture. Edition 1996. Ammareal reverse jusqu'à 15% du prix net de cet article à des organisations caritatives. ENGLISH DESCRIPTION Book Condition: Used, Good. Former library book. Slight signs of wear on the cover. Edition 1996. Ammareal gives back up to 15% of this item's net price to charity organizations. Codice articolo D-033-341
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Foto dell'editore
Design and Management Service Processes : Keeping Customers for Life
Editore:
Pearson Education, Limited, 1996
ISBN 10: 0201633833
ISBN 13: 9780201633832
Antico o usato
Brossura
Prima edizione
Da: Better World Books Ltd, Dunfermline, Regno Unito
Valutazione del venditore 5 su 5 stelle
Condizione: Very Good. 1ST. Ships from the UK. Former library book; may include library markings. Used book that is in excellent condition. May show signs of wear or have minor defects. Codice articolo GRP63970413
Quantità: 1 disponibili