MTU Cork Library Catalogue

The service/quality solution : (Record no. 38864)

MARC details
000 -LEADER
fixed length control field 01796 am a22002897a 4500
001 - CONTROL NUMBER
control field on1556237537
008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION
fixed length control field 011018 1994 000 eng
020 ## - INTERNATIONAL STANDARD BOOK NUMBER
International Standard Book Number 1556237537
029 ## - OTHER SYSTEM CONTROL NUMBER (OCLC)
OCLC library identifier T29615
040 ## - CATALOGING SOURCE
Modifying agency OCoLC
082 04 - DEWEY DECIMAL CLASSIFICATION NUMBER
Classification number 658.812
100 1# - MAIN ENTRY--PERSONAL NAME
Personal name Collier, David A.,
Dates associated with a name 1947-
9 (RLIN) 105369
245 14 - TITLE STATEMENT
Title The service/quality solution :
Remainder of title using service management to gain competitive advantage /
Statement of responsibility, etc. David A. Collier.
260 ## - PUBLICATION, DISTRIBUTION, ETC.
Place of publication, distribution, etc. New York :
Name of publisher, distributor, etc. Irwin,
Date of publication, distribution, etc. 1994.
300 ## - PHYSICAL DESCRIPTION
Extent xiv, 310 p. ;
Dimensions 24 cm. +
Accompanying material hbk.
504 ## - BIBLIOGRAPHY, ETC. NOTE
Bibliography, etc. note Includes bibliographical references (pages 288-303) and index.
505 0# - FORMATTED CONTENTS NOTE
Formatted contents note Part I: Introduction -- Service/quality challenges -- Basic service management -- The Malcolm Baldridge National Quality Award and the service/quality perspective -- Part II: Consumer benefit package management -- Consumer benefit package design -- The service strategy whirlpool -- Recent service strategy ideas -- Part III: Service delivery system design -- Facility, process and job design -- Organization and performance design -- Service innovations -- Part IV: Service/quality management -- Service/quality definition, design and approach -- Service/quality measurement, control and analysis -- Service/quality standards and performance -- A service management approach to implementation -- Part V: Interlinking -- Introduction to interlinking -- Interlinking: Service/quality process maps -- Part VI: The service encounter -- Service encounter management.
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element Customer services
Geographic subdivision United States
9 (RLIN) 76952
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element Management
9 (RLIN) 39467
650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM
Topical term or geographic name entry element Service industries
General subdivision Quality control
9 (RLIN) 97400
907 ## - LOCAL DATA ELEMENT G, LDG (RLIN)
a .b10489782
b 170420
c 011117
942 ## - ADDED ENTRY ELEMENTS (KOHA)
Suppress in OPAC 0
969 00 - LOCAL CODES
a 57143
979 00 - LOCAL CODES
a FQ
b 18 OCT 2001
989 00 - LOCAL CODES
a FQ
b 24 OCT 2001
998 ## - LOCAL CONTROL INFORMATION (RLIN)
a c
Operator's initials, OID (RLIN) 011115
Cataloger's initials, CIN (RLIN) m
First Date, FD (RLIN) a
Local -
-- eng
-- nyu
h 4
Holdings
Withdrawn status Lost status Source of classification or shelving scheme Damaged status Not for loan Home library Current library Shelving location Date acquired Cost, normal purchase price Total Checkouts Total Renewals Full call number Barcode Date last seen Copy number Cost, replacement price Price effective from Koha item type
    Dewey Decimal Classification   Available for Loan MTU Bishopstown Library MTU Bishopstown Library Store Item 17/11/2001 25.39 7   658.812 00083587 20/11/2017 1 25.39 20/11/2017 General Lending

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