Quality service management : a guide to improving business processes / John Maleyeff.
By: Maleyeff, John [author.].
Publisher: New York : Taylor and Francis, 2022Description: 224p.ISBN: 9781032057514.Subject(s): Reengineering (Management) | Management -- EvaluationDDC classification: 658.4063 Summary: "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"--| Item type | Current location | Call number | Status | Date due | Barcode |
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NASSDOC Library | 658.4063 MAL-Q (Browse shelf) | Available | 52613 |
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| 658.406 CON-; Managing organizational change | 658.406 ORG- Organisational challenges: insights and solutions | 658.4063 LAF-K Knowledge Economies and Knowledge Work | 658.4063 MAL-Q Quality service management : | 658.407124 COH-D Developing Management Proficiency | 658.407124 HAN- Handbook for teaching leadership: knowing, doing and being | 658.408 ABI-C Corporate Reputation And Social Activism |
Includes bibliographical references and index.
"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"--
English.
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