Buch, Englisch, 224 Seiten, Format (B × H): 227 mm x 152 mm, Gewicht: 336 g
A Guide to Improving Business Processes
Buch, Englisch, 224 Seiten, Format (B × H): 227 mm x 152 mm, Gewicht: 336 g
ISBN: 978-1-03-205751-4
Verlag: Taylor & Francis Ltd
This book cuts through the complexities of the mantra ‘better, cheaper, faster’ (BCF) and offers procedures for the evaluation of customer needs, the determination of performance metrics, and the design of effective customer satisfaction surveys. It details basic statistical techniques and packages the framework, procedures, and methods into a management construct that includes external quality certification systems and internal performance management systems. Importantly, the book also describes how these systems can be implemented in a virtual workplace.
This quality management book will be essential to service-oriented firms (financial, government, healthcare, hospitality, etc.), as well as any firm with internal customer service processes such as human resource management, purchasing, and accounting. Professionals at all levels, corporate trainers, and students will welcome this book’s common set of principles and tools, accompanied by many case studies that illustrate how they are applied in various environments.
Zielgruppe
Adult education, Postgraduate, Professional, and Professional Practice & Development
Autoren/Hrsg.
Fachgebiete
- Wirtschaftswissenschaften Betriebswirtschaft Management Wissensmanagement
- Wirtschaftswissenschaften Wirtschaftssektoren & Branchen Dienstleistungssektor & Branchen
- Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Produktionsmanagement, Qualitätskontrolle
- Wirtschaftswissenschaften Betriebswirtschaft Management Qualitätsmanagement, Qualitätssicherung (QS), Total Quality Management (TQM)
- Wirtschaftswissenschaften Betriebswirtschaft Management Entscheidungsfindung
Weitere Infos & Material
1. Introduction to service quality management 2. Process thinking in service quality management 3. Service customer needs analysis 4. Service quality performance metric development 5. Customer satisfaction survey development 6. Basic tools for service quality analysis 7. Statistical tools for service quality analysis 8. Theoretical foundations for statistical quality analysis 9. Service process stability analysis 10. Service process capability analysis 11. Service reliability and intervention analysis 12. Quality improvement foundations 13. Quality improvement project management 14. Quality system creation and deployment 15. Quality improvement with remote collaboration