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.
- ISBN10 0077079493
- ISBN13 9780077079499
- Publish Date 1 August 1994
- Publish Status Out of Print
- Out of Print 29 September 2000
- Publish Country GB
- Publisher McGraw-Hill Education - Europe
- Imprint McGraw-Hill Publishing Co.
- Format Hardcover
- Pages 320
- Language English