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Quality of Service
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Quality of Service Tapa dura - 1994

de Bo Edvardsson; John Ovretveit; Bertil Thomasson (With)


Información de la editorial

What does TQM in service really mean? This text focuses on customer orientation as the key to successful business operations. By drawing on work with leading companies world-wide, the authors describe current methods, including a model for customer-service development and service design. Key topics include leadership, quality improvement and assessment, complaint management and customer care. The practical nature of the text is enhanced by the inclusion of models for crisis management and examples from both private- and public-sector companies.

Detalles

  • Título Quality of Service
  • Autor Bo Edvardsson; John Ovretveit; Bertil Thomasson (With)
  • Encuadernación Tapa dura
  • Edición First Edition
  • Páginas 293
  • Volúmenes 1
  • Idioma ENG
  • Editorial McGraw-Hill Companies, Blacklick, Ohio, U.S.A.
  • Fecha de publicación 1994
  • Ilustrado
  • ISBN 9780077079499 / 0077079493
  • Peso 1.29 libras (0.59 kg)
  • Dimensiones 9.31 x 6.21 x 0.93 pulgadas (23.65 x 15.77 x 2.36 cm)
  • Library of Congress subjects Total quality management, Service industries - Management
  • Número de catálogo de la Librería del Congreso de EEUU 94015998
  • Dewey Decimal Code 658.812
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