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At the Service Quality Frontier: A Handbook for Managers, Consultants, and Other Pioneers - Softcover
Synopsis
Any service organization that's shied away from quality management on the premise that TQM is only for manufacturing environments will find At the Service Quality Frontier a real eye-opener. Not only do the authors demonstrate that TQM is totally to service settings, they show that smaller organizations need not be excluded from the quality movement.
Their book is written for a broad audience that might be put off by costly or complex presentations: small business owners, entrepreneurs, trainers, and consultants to small business, as well as educators and their students.
As internal consultants for corporate quality at Metropolitan Life Insurance Company, authors LoSardo and Rossi believe the principles of service quality differ considerably from those of manufacturing environments.
Their book describes the though processes that led to their customer-based definition of quality and how they apply it. The content bridges the gap between theory and practice with real-life illustrations of major points. Each story also includes discussion questions for teaching and applying the concepts presented.
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At the Service Quality Frontier: A Handbook for Managers, Consultants, and Other Pioneers
Published by
Amer Society for Quality (edition ), 1993
ISBN 10: 0873892097
ISBN 13: 9780873892094
Used
Paperback
Seller: BooksRun, Philadelphia, PA, U.S.A.
Seller rating 5 out of 5 stars
Paperback. Condition: Very Good. It's a well-cared-for item that has seen limited use. The item may show minor signs of wear. All the text is legible, with all pages included. It may have slight markings and/or highlighting. Seller Inventory # 0873892097-11-1
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At the Service Quality Frontier: A Handbook for Managers, Consultants, and Other Pioneers
Seller: -OnTimeBooks-, Phoenix, AZ, U.S.A.
Seller rating 5 out of 5 stars
Condition: good. A copy that has been read, remains in good condition. All pages are intact, and the cover is intact. The spine and cover show signs of wear. Pages can include notes and highlighting and show signs of wear, and the copy can include "From the library of" labels or previous owner inscriptions. 100% GUARANTEE! Shipped with delivery confirmation, if you're not satisfied with purchase please return item! Ships via media mail. Seller Inventory # OTV.0873892097.G