Synopsis
Singled out by Fortune and The New York Times as a remarkable manager, Dan Kaplan has pioneered a revolutionary new system for measuring service quality to help managers keep track of intangibles in a service business. Provides a straightforward, practical case study of managing for excellence along with invaluable insight into the potentials and limitations inherent in the management systems under which organizations operate.
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Synopsis
Packed with practical ideas and strategies applicable to any service business, this book chronicles how the author pioneered a radical new system for measuring service quality. It is an accessible introduction to quality practices for service managers.
"About this title" may belong to another edition of this title.
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