This book highlights the desperate need for quality improvement in a variety of service organizations. Experience and research indicates that the waste of resources in the services sector amounts to more that 30% of operating costs. Additionally, customers are not getting the services they demand. However, a major barrier to progress lies in the service perception that the lessons of quality management only have practical applications in manufacturing. "We do not make things so we are different". "Quality Sells Services" ...
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This book highlights the desperate need for quality improvement in a variety of service organizations. Experience and research indicates that the waste of resources in the services sector amounts to more that 30% of operating costs. Additionally, customers are not getting the services they demand. However, a major barrier to progress lies in the service perception that the lessons of quality management only have practical applications in manufacturing. "We do not make things so we are different". "Quality Sells Services" recognizes the differences in the service sector and explains them in a wide range of areas. It demonstrates that they are common principles which apply to all organizations. The book describes these principles and then provides a practical guide to their implementation in each area.
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Seller's Description:
This is an ex-library book and may have the usual library/used-book markings inside. This book has hardback covers. Clean from markings. In good all round condition. Dust jacket in good condition. Please note the Image in this listing is a stock photo and may not match the covers of the actual item, 600grams, ISBN: 9781852511319.
