Quality of Service: Making it Really Work (McGraw-Hill Quality in Action)

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9780077079499: Quality of Service: Making it Really Work (McGraw-Hill Quality in Action)

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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Edvardsson, Bo; etc.; Ovretveit, John; Thomasson, Bertil
Published by Mcgraw-Hill (1994)
ISBN 10: 0077079493 ISBN 13: 9780077079499
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Edvardsson, Bo; etc.; Ovretveit, John; Thomasson, Bertil
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Edvardsson, Bo; etc.; Ovretveit, John; Thomasson, Bertil
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