Service and Quality in Practice : A Handbook for Practitioners
Murphy, John A., Farmar, Tony
ISBN 10: 0717118797 ISBN 13: 9780717118793
Editore: M.H. Gill & Co. U. C., 1993
Usato
Brossura
Da
Better World Books Ltd, Dunfermline, Regno Unito
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Venditore AbeBooks dal 13 ottobre 2008
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Descrizione:
Former library copy. Pages intact with minimal writing/highlighting. The binding may be loose and creased. Dust jackets/supplements are not included. Includes library markings. Stock photo provided. Product includes identifying sticker. Better World Books: Buy Books. Do Good. Codice articolo 57820187-20
Riassunto:
This book is intended as a practical handbook, designed for those who want a guidebook to the total service quality approach. It follows the path laid down by the ISO guidelines, in identifying four stages of service quality: identifying what the customer wants, a process that finishes with the production of a service brief, designing the service, converting the service brief into a design specification, delivering the service, having a good specification and putting it into action, and performance analysis and improvement, a philosophy of continuous improvement based on numerical performance measures. The book ends with a chapter on how to implement total service quality. Throughout the book case studies of quality management practice in real Irish service organizations, supplied by themselves, illustrate the points being made. These case studies take up specific problems or aspects of service quality management.
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Dati bibliografici
Titolo: Service and Quality in Practice : A Handbook...
Casa editrice: M.H. Gill & Co. U. C.
Data di pubblicazione: 1993
Legatura: Brossura
Condizione: Good