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Design and Management Service Processes: Keeping Customers for Life (Engineering Process Improvement Series) - Softcover
Synopsis
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About the Author
Rohit Ramaswamy is Technical Manager at the Technology Realization Center, AT&T Labs.
From the Back Cover
In recent times, the role of service has become a critical differentiator between companies that are merely ordinary and those that are truly exceptional. Companies can create and maintain a competitive advantage and can keep loyal customers returning for life by consistently delivering a level of service that delights customers. To do this, exceptional quality needs to be designed into the service when it is first created, and maintained through the life of the service.
This book, intended for managers in both manufacturing and service industries, shows you how to design customer delighting service by applying well known Total Quality Development (TQD) and Total Quality Management (TQM) principles. The book is a detailed, step-by-step guide that describes the state-of-the art tools and methods such as Quality Function Deployment, Functional Analysis, Experimental Design and Simulation that you need to create, implement, manage and improve the processes by which service is provided so that you can consistently exceed your customers' expectations and keep your firm competitive in your industry.
In this book, through numerous examples and a single, large-scale case study, you will learn how to determine customers' expectations for the service, how to develop design specifications based on a quantitative assessment of the impact of meeting these expectations on customer satisfaction, how to generate and evaluate different service design solutions based on these specifications to select the solutions that deliver the highest performance at the most reasonable cost, and how to monitor and continually improve your designed services. At every point, the book offers concrete and specific recommendations that can be immediately applied to your business for real improvements in service quality and customer satisfaction.
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Design and Management of Service Processes: Keeping Customers for Life (Engineering Process Improvement)
Published by
Prentice Hall 15/05/1996, 1996
ISBN 10: 0201633833
ISBN 13: 9780201633832
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Design and Management of Service Processes: Keeping Customers for Life (Engineering Process Improvement)
Published by
Prentice Hall 15/05/1996, 1996
ISBN 10: 0201633833
ISBN 13: 9780201633832
Used
Softcover
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Design and Management Service Processes : Keeping Customers for Life
Published by
Pearson Education, Limited, 1996
ISBN 10: 0201633833
ISBN 13: 9780201633832
Used
Softcover
First Edition
Seller: Better World Books Ltd, Dunfermline, United Kingdom
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Condition: Good. 1ST. Ships from the UK. Former library book; may include library markings. Used book that is in clean, average condition without any missing pages. Seller Inventory # 11170137-6
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Design and Management Service Processes : Keeping Customers for Life
Published by
Pearson Education, Limited, 1996
ISBN 10: 0201633833
ISBN 13: 9780201633832
Used
Softcover
First Edition
Seller: Better World Books Ltd, Dunfermline, United Kingdom
Seller rating 5 out of 5 stars
Condition: Very Good. 1ST. Ships from the UK. Former library book; may include library markings. Used book that is in excellent condition. May show signs of wear or have minor defects. Seller Inventory # GRP63970413
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Design and Management Service Processes: Keeping Customers for Life (Engineering Process Improvement Series)
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Design and Management Service Processes: Keeping Customers for Life (Engineering Process Improvement Series)
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Design and Management Service Processes: Keeping Customers for Life
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Design and Management Service Processes : Keeping Customers for Life
Published by
Pearson Education, Limited, 1996
ISBN 10: 0201633833
ISBN 13: 9780201633832
Used
Softcover
First Edition
Seller: Better World Books, Mishawaka, IN, U.S.A.
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Design and Management of Service Processes: Keeping Customers for Life
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Design and Management Service Processes: Keeping Customers for Life
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Softcover. Condition: Bon. Ancien livre de bibliothèque. Légères traces d'usure sur la couverture. Edition 1996. Ammareal reverse jusqu'à 15% du prix net de cet article à des organisations caritatives. ENGLISH DESCRIPTION Book Condition: Used, Good. Former library book. Slight signs of wear on the cover. Edition 1996. Ammareal gives back up to 15% of this item's net price to charity organizations. Seller Inventory # D-033-341
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