Quality service management : a guide to improving business processes
Maleyeff, John, 1955, author · New York : Routledge, 2022
- Publisher
- New York : Routledge, 2022
- Physical description
- 202 pages
- ISBN
- 9781032057514
- Dewey classification
- 658.4
- Language
- English
Summary
"Providing 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"-- Provided by publisher
Availability by location
| Location | Copies | Online request |
|---|---|---|
| Sư Vạn Hạnh — Thư viện Sư Vạn Hạnh | 2 of 2 on shelf | Yes |
| Hóc Môn — Thư viện Hóc Môn | 1 of 1 on shelf | No |
Catalogue record
| Field | Value |
|---|---|
| 001Control number | 83014 |
| 005Date and time of latest transaction | 22 Dec 2023, 14:07 |
| 008Fixed-length data elements | 130925 |
| 020International Standard Book Number (ISBN) | 9781032057514 |
| 040Cataloging source | HUFLIT |
| 041Language code | eng |
| 044Country of publishing/producing entity code | xxk |
| 082Dewey Decimal call number | 658.4 M103E |
| 100Main entry – personal name | Maleyeff, John, 1955- author |
| 245Title statement | Quality service management : a guide to improving business processes / John Maleyeff |
| 260Publication, distribution, etc. (imprint) | New York : Routledge, 2022. |
| 300Physical description | 202tr. : minh hoạ ; 16x23cm |
| 504Bibliography, etc. note | Includes bibliographical references and index. |
| 520Summary, etc. | "Providing 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"-- Provided by publisher |
| 526Study program information note |
|
| 650Subject added entry – topical term |
|
| 852Location |
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| 999Collection | Core textbooks per course syllabus |
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