Design and Management Service Processes: Keeping Customers for Life

Rohit Ramaswamy

ISBN 10: 0201633833 / ISBN 13: 9780201633832

Editore: Prentice Hall, 1996

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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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Titolo: Design and Management Service Processes: ...

Casa editrice: Prentice Hall

Data di pubblicazione: 1996

Legatura: Softcover

Condizione: Bon

Descrizione articolo

Riassunto:

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.

Informazioni sull?autore:

Rohit Ramaswamy is Technical Manager at the Technology Realization Center, AT&T Labs.