Title: Improving service quality
Subtitle: achieving high performance in the public and private sectors
First published: 1995
Description: Service industries recognize the need to improve customer-focused quality improvement (QI) strategies - in much the same way manufacturers apply total quality management (TQM) systems. This book focuses on improved design, implementation, and daily management of QI efforts for high performance in public and private services. It assists managers in understanding how to satisfy customers' needs. The emphasis is on changing administrative management practices and promoting leadership principles to guide decision-making and increase competitiveness.
Subjects: Industrial management, Quality control, Kwaliteitszorg, Dienstverlening, Organization and Administration, Organizftion and administration
LC classification: HD31 .M435 1995