Quality service management [electronic resource] : a guide to improving business processes

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자료유형	단행본
서명/저자사항	Quality service management [electronic resource]: a guide to improving business processes / John Maleyeff.
개인저자	Maleyeff, John, 1955- author.
발행사항	New York, NY: Routledge, 2022.
형태사항	1 online resource
ISBN	9781000587722 100058772X 9781000587777 1000587770 9781003199014 1003199011
기타표준부호	10.4324/9781003199014doi
서지주기	Includes bibliographical references and index.
요약	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.
일반주제명	Reengineering (Management) Management --Evaluation. Réingénierie organisationnelle. Gestion --Évaluation. BUSINESS & ECONOMICS / Decision-Making & Problem Solving BUSINESS & ECONOMICS / Information Management BUSINESS & ECONOMICS / Production & Operations Management Management --Evaluation. Reengineering (Management)
분류기호(DDC)	658.4063
언어	영어
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