Product Description: Every business aspires to be competitive and profitable in its market. To do this, an organization needs to offer customers value propositions, which may be manifest in the product it produces or the service it provides. This in turn will create customer loyalty and growth...read more

Product Description: 5S is a simple and immensely practical approach to quality improvement which, when implemented effectively, can transform the fabric of a company. Traditionally used in manufacturing companies for little more than housekeeping, its latent power has yet to be leveraged by service companies...read more

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Product Description: Using actual case studies, Interpreting ISO 9000 for Services: Solutions from Registered Organizations illustrates how to implement a successful ISO 9000 system. Filled with practical ideas, strategies, and tactics that can be tailored to meet the specific needs of an organization, the text guides readers to overcome the limits of a manufacturing perspective and the terminology barriers associated with ISO 9000...read more (view table of contents, read Amazon.com's description)

Product Description: In any business, customer satisfaction is the key to success. Not only does the product have to be reputable, but any service offered with it must be at least satisfactory. A valuable way to ensure satisfactory service is to design the service process...read more

Product Description: 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...read more

Product Description: Hardcover

Product Description: Singled out by Fortune and The New York Times as a remarkable manager, Dan Kaplan has pioneered a revolutionary new system for measuring service quality to help managers keep track of intangibles in a service business. Provides a straightforward, practical case study of managing for excellence along with invaluable insight into the potentials and limitations inherent in the management systems under which organizations operate...read more (view table of contents, read Amazon.com's description)

Product Description: Any organization that has shied away from total quality management on the premise that TQM is only for manufacturing environments will find this book a real eye-opener. Not only do the authors demonstrate the relevance of TQM to service settings, they show smaller organizations how to benefit from the quality movement...read more

Product Description: This book highlights the desperate need for quality improvement in a variety of service organizations. Experience and research indicates that the waste of resources in the services sector amounts to more that 30% of operating costs...read more

Product Description: This volume describes how to manage the service relationship between provider and customer. A service level agreement defines the level of service which a customer can expect. As such, it is appropriate to all in-house services, where legal contracts do not exist, as well as to external services where a formal contract describing a business relationship is inappropriate for defining service quality in terms of the day-to-day customer relationship...read more

Product Description: Quality improvement in the service sector is developing rapidly, fuelled by increases in competition and growth, and the traditional importance placed upon customer care and quality in this sector. This book is a collection based on the work of the Quality Improvement team of the Holland Consulting Group...read more

Product Description: Applying W. Edwards Deming's authoritative 14 Points to the service industries, this essential guide reveals how to maintain a competitive edge in industry via quality service…emphasizing the importance of safety and zero human error in improving services...read more

Product Description: Quality Dynamics for the Service Industry is the ideal guide for every service operations manager, from front-line supervisor to CEO.....For those who suspect that their operation is not at peak performance, but need ideas about how to improve...read more

Product Description: Book by D'Egidio, Franco

Product Description: Book by Rosander, Arlyn Custer