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Quality service management : a guide to improving business processes / [electronic resource]

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자료유형E-Book
개인저자Maleyeff, John, 1955-, author.
서명/저자사항Quality service management[electronic resource] :a guide to improving business processes /John Maleyeff.
형태사항1 online resource
소장본 주기Added to collection customer.56279.3
ISBN9781000587722
100058772X
9781000587777
1000587770
9781003199014
1003199011




기타표준부호10.4324/9781003199014doi
서지주기Includes bibliographical references and index.
요약Providing clear guidance for anyone servicing internal or external customers, this book offers a framework for analyzing and managing quality using a comprehensive closed-loop approach. This book cuts through the complexities of the mantra better, cheaper, faster' (BCF) and offers procedures for the evaluation of customer needs, the determination of performance metrics, and the design of effective customer satisfaction surveys. It details basic statistical techniques and packages the framework, procedures, and methods into a management construct that includes external quality certification systems and internal performance management systems. Importantly, the book also describes how these systems can be implemented in a virtual workplace. This quality management book will be essential to service-oriented firms (financial, government, healthcare, hospitality, etc.), as well as any firm with internal customer service processes such as human resource management, purchasing, and accounting. Professionals at all levels, corporate trainers, and students will welcome this book's common set of principles and tools, accompanied by many case studies that illustrate how they are applied in various environments.
일반주제명Reengineering (Management)
Management -- Evaluation.
Re?inge?nierie organisationnelle.
Gestion -- E?valuation.
BUSINESS & ECONOMICS / Decision-Making & Problem Solving
BUSINESS & ECONOMICS / Information Management
BUSINESS & ECONOMICS / Production & Operations Management
Management -- Evaluation.
Reengineering (Management)
언어영어
기타형태 저록Print version:9781032057545103205754897810320575141032057513
대출바로가기https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=3200117

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