Quality service management : a guide to improving business processes
Maleyeff, John, 1955, author · New York : Routledge, 2022
- Nhà xuất bản
- New York : Routledge, 2022
- Mô tả vật lý
- 202 trang
- ISBN
- 9781032057514
- Phân loại Dewey
- 658.4
- Ngôn ngữ
- Tiếng Anh
Tóm tắt nội dung
"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
Tình trạng theo từng kho
| Kho & vị trí | Số bản | Đặt online |
|---|---|---|
| Sư Vạn Hạnh — Thư viện Sư Vạn Hạnh | Còn 2 trên 2 bản | Được |
| Hóc Môn — Thư viện Hóc Môn | Còn 1 trên 1 bản | Không |
Thông tin biên mục
| Thông tin | Chi tiết |
|---|---|
| 001Số kiểm soát | 83014 |
| 005Ngày và thời gian giao dịch lần cuối với biểu ghi | 22/12/2023 · 14:07 |
| 008Các yếu tố dữ liệu có độ dài cố định | 130925 |
| 020Số sách chuẩn quốc tế ISBN | 9781032057514 |
| 040Cơ quan tạo biểu ghi biên mục gốc | HUFLIT |
| 041Mã ngôn ngữ | eng |
| 044Mã nước xuất bản/sản xuất | xxk |
| 082Ký hiệu xếp giá theo phân loại thập phân dewey | 658.4 M103E |
| 100Tiêu đề chính - Tên cá nhân | Maleyeff, John, 1955- author |
| 245Nhan đề chính | Quality service management : a guide to improving business processes / John Maleyeff |
| 260Địa chỉ xuất bản, phát hành... (in ấn) | New York : Routledge, 2022. |
| 300Mô tả vật lý | 202tr. : minh hoạ ; 16x23cm |
| 504Phụ chú thư mục v.v... | Includes bibliographical references and index. |
| 520Tóm tắt/chú giải | "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 |
| 526Phụ chú thông tin về chương trình học tập |
|
| 650Tiêu đề bổ sung chủ đề - thuật ngữ chủ đề |
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| 852Nơi lưu giữ |
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| 999Bộ sưu tập | Giáo trình chính theo đề cương chi tiết |
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