In recent times, the role of service has become a critical differentiator between companies that are merely ordinary and those that are truly exceptional. Companies can create and maintain a competitive advantage and can keep loyal customers returning for life by consistently delivering a level of service that delights customers. To do this, exceptional quality needs to be designed into the service when it is first created, and maintained through the life of the service. This book, intended for managers in both ...
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In recent times, the role of service has become a critical differentiator between companies that are merely ordinary and those that are truly exceptional. Companies can create and maintain a competitive advantage and can keep loyal customers returning for life by consistently delivering a level of service that delights customers. To do this, exceptional quality needs to be designed into the service when it is first created, and maintained through the life of the service. This book, intended for managers in both manufacturing and service industries, shows you how to design customer delighting service by applying well known Total Quality Development (TQD) and Total Quality Management (TQM) principles. The book is a detailed, step-by-step guide that describes the state-of-the art tools and methods such as Quality Function Deployment, Functional Analysis, Experimental Design and Simulation that you need to create, implement, manage and improve the processes by which service is provided so that you can consistently exceed your customers' expectations and keep your firm competitive in your industry.In this book, through numerous examples and a single, large-scale case study, you will learn how to determine customers' expectations for the service, how to develop design specifications based on a quantitative assessment of the impact of meeting these expectations on customer satisfaction, how to generate and evaluate different service design solutions based on these specifications to select the solutions that deliver the highest performance at the most reasonable cost, and how to monitor and continually improve your designed services. At every point, the book offers concrete and specific recommendations that can be immediately applied to your business for real improvements in service quality and customer satisfaction. 0201633833B04062001
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Add this copy of Design and Management Service Processes: Keeping to cart. $3.24, very good condition, Sold by ThriftBooks-Baltimore rated 4.0 out of 5 stars, ships from Halethorpe, MD, UNITED STATES, published 1996 by Prentice Hall.
Add this copy of Design and Management Service Processes: Keeping to cart. $3.24, good condition, Sold by ThriftBooks-Baltimore rated 4.0 out of 5 stars, ships from Halethorpe, MD, UNITED STATES, published 1996 by Prentice Hall.
Add this copy of Design and Management of Service Processes: Keeping to cart. $10.02, very good condition, Sold by Wonder Book - Member ABAA/ILAB rated 5.0 out of 5 stars, ships from Frederick, MD, UNITED STATES, published 1996 by Addison-Wesley Educational Publishers Inc.
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Very Good. Very Good condition. A copy that may have a few cosmetic defects. May also contain light spine creasing or a few markings such as an owner's name, short gifter's inscription or light stamp.
Add this copy of Design and Management Service Processes: Keeping to cart. $25.25, good condition, Sold by Anybook rated 5.0 out of 5 stars, ships from Lincoln, UNITED KINGDOM, published 1996 by Addison-Wesley.
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This is an ex-library book and may have the usual library/used-book markings inside. This book has hardback covers. In good all round condition. No dust jacket. Please note the Image in this listing is a stock photo and may not match the covers of the actual item, 1050grams, ISBN: 9780201633832.
Add this copy of Design and Management Service Processes: Keeping to cart. $29.98, good condition, Sold by Anybook rated 5.0 out of 5 stars, ships from Lincoln, UNITED KINGDOM, published 1996 by Prentice Hall.
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Seller's Description:
This is an ex-library book and may have the usual library/used-book markings inside. This book has soft covers. In good all round condition. Please note the Image in this listing is a stock photo and may not match the covers of the actual item, 950grams, ISBN: 9780201633832.
Add this copy of Design and Management of Service Processes: Keeping to cart. $31.56, good condition, Sold by Bonita rated 4.0 out of 5 stars, ships from Santa Clarita, CA, UNITED STATES, published 1996 by Prentice Hall.
Add this copy of Design and Management of Service Processes: Keeping to cart. $60.89, new condition, Sold by Just one more Chapter rated 4.0 out of 5 stars, ships from Miramar, FL, UNITED STATES, published 1996 by Prentice Hall.
Add this copy of Design and Management Service Processes: Keeping to cart. $112.38, new condition, Sold by GridFreed rated 5.0 out of 5 stars, ships from San Diego, CA, UNITED STATES, published 1996 by Prentice Hall.
