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Author : Peter D. Mauch
Publisher : Dr Peter D Mauch
Page : 103 pages
File Size : 44,5 Mb
Release : 2008
Category : Production management
ISBN : 9780557047017
Author : John Maleyeff
Publisher : Routledge
Page : 225 pages
File Size : 49,8 Mb
Release : 2022-05-05
Category : Business & Economics
ISBN : 9781000587722
Providing clear guidance for anyone servicing internal or external customers, this book offers a framework for analyzing and managing quality using a comprehensive closed-loop approach. This book cuts through the complexities of the mantra ‘better, cheaper, faster’ (BCF) and offers procedures for the evaluation of customer needs, the determination of performance metrics, and the design of effective customer satisfaction surveys. It details basic statistical techniques and packages the framework, procedures, and methods into a management construct that includes external quality certification systems and internal performance management systems. Importantly, the book also describes how these systems can be implemented in a virtual workplace. This quality management book will be essential to service-oriented firms (financial, government, healthcare, hospitality, etc.), as well as any firm with internal customer service processes such as human resource management, purchasing, and accounting. Professionals at all levels, corporate trainers, and students will welcome this book’s common set of principles and tools, accompanied by many case studies that illustrate how they are applied in various environments.
Author : Arthur Collins
Publisher : Unknown
Page : 0 pages
File Size : 47,7 Mb
Release : 2017
Category : Consumer satisfaction
ISBN : 153610762X
Globally, since the turn of the century, economic conditions have been very challenging, turning the market place into a highly competitive, cut throat environment. Service excellence has therefore become non-negotiable and service providers have no option other than to ensure that their service offering, which is translated in terms of various elements of customer service, is excellent and exceptionally creative to encourage customers' return intentions. This book discusses different perspectives of service quality as well as management and ways to improve SQ.
Author : Connie Mok,Beverley Sparks,Jay Kadampully
Publisher : Routledge
Page : 360 pages
File Size : 51,5 Mb
Release : 2013-01-11
Category : Business & Economics
ISBN : 9781136386633
Does your staff deliver the highest quality service possible? Customers today expect a very high overall level of service in hospitality, tourism, and leisure. Competition in these fields will thus be driven by strategies focusing on quality of service to add value, as opposed to product or price differentiation. Service Quality Management in Hospitality, Tourism, and Leisure highlights concepts and strategies that will improve the delivery of hospitality services, and provides clear and simple explanations of theoretical concepts as well as their practical applications! Practitioners and educators alike will find this book to be invaluable in their businesses and in preparing students for the business world. This essential book provides you with clear, comprehensive explanations of theoretical concepts and methods that will give you the competitive edge in this fast-changing field. Topics covered include: services management marketing operations management human resources management service quality management Service Quality Management in Hospitality, Tourism, and Leisure brings together an array of pertinent materials that will measure and enhance customer satisfaction and help you provide superior hospitality services, and groups them in easy-to-use clusters for quick reference.
Author : Stephen Walter Brown
Publisher : Lexington Books
Page : 416 pages
File Size : 55,6 Mb
Release : 1991
Category : Business & Economics
ISBN : 0669211524
To learn more about Rowman & Littlefield titles please visit us at www.rowmanlittlefield.com.
Author : Bernd Stauss,Jos Lemmink,Paul Kunst
Publisher : Springer Science & Business Media
Page : 307 pages
File Size : 51,6 Mb
Release : 2013-06-29
Category : Business & Economics
ISBN : 9783322909817
Introduction Are services millennium-proof? Certainly not. At least not at this moment. There is no thorough research needed to derive that conclusion, simply ask around. The evi dence is overwhelming. True horror stories exist of all types of services in all types of sectors. It is even becoming a business in itself. Television shows that are based on customer complaints about services are becoming more and more popular. As is the case in the millennium problem, management of service companies experiences a lot of problems in the hardware and the software of services. There are still prob lems in defining and developing the service, and problems in creating, realizing and managing weil defined services. Is there than no progress at all? We believe there iso The enormous attention for services has its advantages as weil. In various places innovations are realized, and what is more important are linked to theory. Only in this way learning becomes pos sible. Eventually innovative practice will reflect in the development of theory, and in turn good practice will be based on solid theory. This series tries to support this pro cess by presenting a number of innovative practices, and examples of testing theory in service quality marketing and management.
Author : Lawrence L. Martin
Publisher : SAGE
Page : 124 pages
File Size : 51,7 Mb
Release : 1993-09-10
Category : Business & Economics
ISBN : 0803949502
Total Quality Management (TQM) is shaping the management of the 1990s. This book is the first to present TQM concepts with social service administrators in mind. With examples drawn from public administration, gerontology, public health and non-profit-making organizations, the book provides sound background information on TQM for practitioners.
Author : John Buswell,Christine Williams,Keith Donne,Carley Sutton
Publisher : CABI
Page : 322 pages
File Size : 55,7 Mb
Release : 2016-12-20
Category : Business & Economics
ISBN : 9781780645445
Service quality is at the forefront of how the leisure, events, tourism and sport (LETS) sectors operate. An important consideration for any business, and therefore any student of the subject, this new edition of a successful textbook addresses the key points and principles of managing service quality across the industry sector. Considering the underpinning theory of service quality, this book informs the reader of the practical application of service quality management tools and techniques in an industry with distinctive features and challenges. An invaluable read for students within the LETS sectors, it also provides a useful refresher for practitioners working in the industry.
Author : Praeg, Claus-Peter,Spath, Dieter
Publisher : IGI Global
Page : 348 pages
File Size : 49,9 Mb
Release : 2010-09-30
Category : Business & Economics
ISBN : 9781616928919
"This book gives both scientists and practical experts an insight into the many different facets of IT service quality management"--Provided by publisher.
Author : William B. Martin
Publisher : Crisp Pub Incorporated
Page : 94 pages
File Size : 44,5 Mb
Release : 1989
Category : Business & Economics
ISBN : 0931961831
This practical, self-study book was developed to help you establish and manage a quality service operation.
Author : Barrie G. Dale,David Bamford,Ton van der Wiele
Publisher : John Wiley & Sons
Page : 352 pages
File Size : 46,5 Mb
Release : 2016-06-21
Category : Business & Economics
ISBN : 9781119130932
An essential quality management resource for students and practitioners alike—now in its sixth edition This popular and highly successful text on Quality Management has been fully revised and updated to reflect recent developments in the field. New to the Sixth Edition is timely coverage of agile development, emerging markets, product research, evidence based decision-making, and quality control. Some of the material has been re-ordered and changes to terminology have been made to bring the book completely up to date. Contributions from new co-author David Bamford offer insights from a veteran teacher and practitioner. A popular resource for students, academics, and business practitioners alike Combines the latest information on quality management system series standards with up-to-date tools, techniques and quality systems Includes insights on quality, operations management, and strategic process improvement Highly relevant for professionals, particularly those involved with reacting to rapid developments in the global market The word "quality" has many definitions, dependent on context and situation. It is often over-used but always in-demand, and it can make or break a business. Quality management is becoming an increasingly vital factor in the success of a product or service, and it requires constant attention and a continuous drive to do better. Managing Quality is a comprehensive resource that helps you ensure – and sustain – high quality standards.
Author : Low Sui Pheng,Zhu Rui
Publisher : Springer
Page : 146 pages
File Size : 46,5 Mb
Release : 2016-05-12
Category : Business & Economics
ISBN : 9789811009563
This book examines the Facilities Management (FM) of hospitals and healthcare facilities, which are among the most complex, costly and challenging kind of buildings to manage. It presents and evaluates the FM service quality standards in Singapore’s hospitals from the patient’s perspective, and provides recommendations on how to successfully improve FM service quality and achieve higher patient satisfaction. The book also features valuable supplementary materials, including a checklist of 32 key factors for successful facilities management and another checklist of 24 service attributes for hospitals to achieve desirable service quality in connection with facilities management. The book adopts a unique approach of combining service quality and quality theory to provide a more holistic view of how FM service quality can be achieved in hospitals. It also integrates three instruments, namely the SERVQUAL model, the Kano model and the QFD model to yield empirical results from surveys for implementation in hospitals. Although the book was written from the perspective of FM service quality for hospitals, the findings and recommendations are also relevant for other non-healthcare sectors where appropriate lessons may also be drawn for FM and service quality in general. It will particularly benefit Quality Managers, Facilities Managers and Hospital Administrators.
Author : Maria E. Orlowska,Sanjiva Weerawarana,Michael P. Papazoglou,Jian Yang
Publisher : Springer
Page : 589 pages
File Size : 44,6 Mb
Release : 2003-12-01
Category : Computers
ISBN : 9783540245933
This book constitutes the refereed proceedings of the First International Conference on Service-Oriented Computing, ICSOC 2003, held in Trento, Italy in December 2003. The 38 revised full papers presented were carefully reviewed and selected from 181 submissions. The papers are organized in topical sections on service description, service composition, quality of service models, service personalization, service semantics, business processes and transactions, business collaborations, service request and coordination, service security and reliability, infrastructure for service delivery, service P2P and grid computing, service and mobile computing, and service computing and applications.
Author : Paul Kunst,Jos Lemmink
Publisher : Unknown
Page : 204 pages
File Size : 53,9 Mb
Release : 1995
Category : Business & Economics
ISBN : IND:30000050649114
Author : Alka Jarvis,Luis Morales,Ulka Ranadive
Publisher : Quality Press
Page : 228 pages
File Size : 45,7 Mb
Release : 2016-07-04
Category : Business & Economics
ISBN : 9781953079688
For the past decade, process validation issues ranked within the top six of Food and Drug Administration (FDA) form 483 observation findings issued each year. This poses a substantial problem for the medical device industry and is the reason why the authors wanted to write this book. The authors will share their collective knowledge: to help organizations improve patient safety and increase profitability while maintaining a state of compliance with regulations and standards. This book was written to assist quality technicians, engineers, managers, and others that need to plan, conduct, and monitor validation activities. To that end, the intent of this book is to provide the quality professional working in virtually any industry a quick, convenient, and comprehensive guide to properly conducting process validations that meet regulatory and certification requirements. It provides an introduction and background to the requirements necessary to perform process validations that will comply with regulatory and certification body requirements.