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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.
0201633833B04062001
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- PublisherPrentice Hall
- Publication date1996
- ISBN 10 0201633833
- ISBN 13 9780201633832
- BindingPaperback
- LanguageEnglish
- Edition number1
- Number of pages456
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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: 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
Quantity: 1 available
Stock Image
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
Quantity: 1 available
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Design and Management Service Processes: Keeping Customers for Life (Engineering Process Improvement Series)
Seller: WeBuyBooks, Rossendale, LANCS, United Kingdom
Seller rating 5 out of 5 stars
Condition: Very Good. Most items will be dispatched the same or the next working day. A copy that has been read, but is in excellent condition. Pages are intact and not marred by notes or highlighting. The spine remains undamaged. Seller Inventory # wbb0021934268
Quantity: 1 available
Seller Image
Design and Management Service Processes: Keeping Customers for Life (Engineering Process Improvement Series)
Seller: WeBuyBooks, Rossendale, LANCS, United Kingdom
Seller rating 5 out of 5 stars
Condition: Good. Most items will be dispatched the same or the next working day. A copy that has been read but remains in clean condition. All of the pages are intact and the cover is intact and the spine may show signs of wear. The book may have minor markings which are not specifically mentioned. Seller Inventory # wbb0021730182
Quantity: 1 available
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Design and Management Service Processes: Keeping Customers for Life (Engineering Process Improvement Series)
Published by
Pearson Education (US), United States, New Jersey, 1996
ISBN 10: 0201633833
ISBN 13: 9780201633832
Used
Paperback
Seller: WorldofBooks, Goring-By-Sea, WS, United Kingdom
Seller rating 5 out of 5 stars
Paperback. Condition: Very Good. 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. 0201633833B04062001. The book has been read, but is in excellent condition. Pages are intact and not marred by notes or highlighting. The spine remains undamaged. Seller Inventory # GOR002825962
Quantity: 2 available
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Design and Management Service Processes: Keeping Customers for Life
Seller: Anybook.com, Lincoln, United Kingdom
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Condition: Good. This is an ex-library book and may have the usual library/used-book markings inside.This book has hardback covers. In good all round condition. No dust jacket. Please note the Image in this listing is a stock photo and may not match the covers of the actual item,1050grams, ISBN:9780201633832. Seller Inventory # 9161321
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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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Design and Management of Service Processes: Keeping Customers for Life
Seller: Anybook.com, Lincoln, United Kingdom
Seller rating 5 out of 5 stars
Condition: Poor. This is an ex-library book and may have the usual library/used-book markings inside.This book has hardback covers. Book contains pen & pencil markings In poor condition, suitable as a reading copy. Please note the Image in this listing is a stock photo and may not match the covers of the actual item,1050grams, ISBN:9780201633832. Seller Inventory # 9469184
Quantity: 1 available
Stock Image
Design and Management Service Processes: Keeping Customers for Life (Engineering Process Improvement Series)
Seller: Anybook.com, Lincoln, United Kingdom
Seller rating 5 out of 5 stars
Condition: Good. This is an ex-library book and may have the usual library/used-book markings inside.This book has soft covers. In good all round condition. Please note the Image in this listing is a stock photo and may not match the covers of the actual item,950grams, ISBN:9780201633832. Seller Inventory # 9157385
Quantity: 1 available
Stock Image
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.
Seller rating 5 out of 5 stars
Condition: Good. 1ST. Former library book; may include library markings. Used book that is in clean, average condition without any missing pages. Seller Inventory # 11170137-6
Quantity: 1 available