Total Quality Service: Principles, Practices, and Implementation rises to the business challenge of the 90s. It explains in the most concise terms possible the principles of TQS. The research stands - most unhappy customers do not complain. Instead, they never again buy from businesses that just once left them unsatisfied. What then is TQS? In the simplest terms, it is the true commitment to operationalizing the concept of customer focus, establishing service performance standards, measuring performance against benchmarks, recognizing and rewarding exemplary behavior, and maintaining enthusiasm for the customer at all times.…mehr
Total Quality Service: Principles, Practices, and Implementation rises to the business challenge of the 90s. It explains in the most concise terms possible the principles of TQS. The research stands - most unhappy customers do not complain. Instead, they never again buy from businesses that just once left them unsatisfied. What then is TQS? In the simplest terms, it is the true commitment to operationalizing the concept of customer focus, establishing service performance standards, measuring performance against benchmarks, recognizing and rewarding exemplary behavior, and maintaining enthusiasm for the customer at all times.
Quality General Overview The Gurus' Definition Functional Characteristics of the Term Quality Product versus Service Overview Examples: Retail Banking Restaurant Process Examples of Process Variation Cost of Quality Appraisal Prevention and Internal and External Failure Communication and Management Quality Service Implementation Strategy Overview Change and Paradigm Shift A Generic Model for Continuous Improvement The Models of Implementation The Project Management Model Quality Management Implementation of TQS TQS and PM The Influence of PM in the Implementation Process The ISO 9000 Model The Deming Model Deming's 14 Points Deming's 7 Deadly Sins Implementation Strategy: Points and Questions Examples of Implementation Strategy Teams and Empowerment Overview Teams Team and Quality Typical Implementation Steps Intent of the Action Is Met When Education/Training Typical Implementation Steps Intent of the Action Is Met When Rewards Typical Implementation Steps Intent of the Action Is Met When Empowerment How to Empower Your Employees Conflict Resolution Overview How to Handle Difficult People How to Manage Negative People Customer Service and Satisfaction Overview Measurement Development of a Questionnaire Preliminary Steps to an Effective Survey A Typical Questionnaire Evaluation Form Making Sense of Your Data Presenting Your Results Example of Customer Service Benchmarking in Service Overview Basic Steps Advanced Steps Example of Defining the Process of Benchmarking Problem Solving and Tools Used in the Service Organizations The Six Steps of Problem-Solving Process Pointers on Problem Solving Problem-Solving Tools Graphical Presentation Statistical Process Control Control Charts Control Limits Control Charting Goals Control Charting D
Quality General Overview The Gurus' Definition Functional Characteristics of the Term Quality Product versus Service Overview Examples: Retail Banking Restaurant Process Examples of Process Variation Cost of Quality Appraisal Prevention and Internal and External Failure Communication and Management Quality Service Implementation Strategy Overview Change and Paradigm Shift A Generic Model for Continuous Improvement The Models of Implementation The Project Management Model Quality Management Implementation of TQS TQS and PM The Influence of PM in the Implementation Process The ISO 9000 Model The Deming Model Deming's 14 Points Deming's 7 Deadly Sins Implementation Strategy: Points and Questions Examples of Implementation Strategy Teams and Empowerment Overview Teams Team and Quality Typical Implementation Steps Intent of the Action Is Met When Education/Training Typical Implementation Steps Intent of the Action Is Met When Rewards Typical Implementation Steps Intent of the Action Is Met When Empowerment How to Empower Your Employees Conflict Resolution Overview How to Handle Difficult People How to Manage Negative People Customer Service and Satisfaction Overview Measurement Development of a Questionnaire Preliminary Steps to an Effective Survey A Typical Questionnaire Evaluation Form Making Sense of Your Data Presenting Your Results Example of Customer Service Benchmarking in Service Overview Basic Steps Advanced Steps Example of Defining the Process of Benchmarking Problem Solving and Tools Used in the Service Organizations The Six Steps of Problem-Solving Process Pointers on Problem Solving Problem-Solving Tools Graphical Presentation Statistical Process Control Control Charts Control Limits Control Charting Goals Control Charting D
Es gelten unsere Allgemeinen Geschäftsbedingungen: www.buecher.de/agb
Impressum
www.buecher.de ist ein Shop der buecher.de GmbH & Co. KG Bürgermeister-Wegele-Str. 12, 86167 Augsburg Amtsgericht Augsburg HRA 13309
