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