MTU Cork Library Catalogue

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The service/quality solution : using service management to gain competitive advantage / David A. Collier.

By: Collier, David A, 1947-.
Material type: materialTypeLabelBookPublisher: New York : Irwin, 1994Description: xiv, 310 p. ; 24 cm. + hbk.ISBN: 1556237537.Subject(s): Customer services -- United States | Management | Service industries -- Quality controlDDC classification: 658.812
Contents:
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.
Holdings
Item type Current library Call number Copy number Status Date due Barcode Item holds
General Lending MTU Bishopstown Library Store Item 658.812 (Browse shelf(Opens below)) 1 Available 00083587
Total holds: 0

Enhanced descriptions from Syndetics:

All organizations want to increase productivity, profits, and market share through quality improvement. The Service/Quality Solution presents a service management approach to building competitive advantage and surviving the pressures within today's marketplace. This book shows readers how to think service management, to make more strategic decisions and develop effective approaches to data analysis and performance measurement.

Includes bibliographical references (pages 288-303) and index.

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.

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