Quality Service Management: A Guide to Improving Business Processes, Mal PB..
Routledge 1st edition
Quality Service ManagementA Guide to Improving Business Processes\nAuthor(s): John Maleyeff\nFormat: Paperback\nPublisher: Taylor & Francis Ltd, United Kingdom\nImprint: Routledge\nISBN-13: 9781032057514, 978-1032057514\nSynopsis\nProviding 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.\n\nThis 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.\n\nThis quali.
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