What does TQM in service really mean? This text focuses on customer orientation as the key to successful business operations. By drawing on work with leading companies world-wide, the authors describe current methods, including a model for customer-service development and service design. Key topics include leadership, quality improvement and assessment, complaint management and customer care. The practical nature of the text is enhanced by the inclusion of models for crisis management and examples from both private- and public-sector companies.
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Book Description Mcgraw-Hill, 1994. Hardcover. Book Condition: New. Bookseller Inventory # DADAX0077079493
Book Description Book Condition: Brand New. Book Condition: Brand New. Bookseller Inventory # 97800770794991.0