Improving service quality in the global economy :
Milakovich, Michael E.
Improving service quality in the global economy : achieving high performance in public and private sectors / Michael E. Milakovich. - 2nd ed. - Boca Raton, FL : Auerbach Publications, 2006. - xix , 406 p. : ill. ; 25 cm.
Rev. ed. of: Improving service quality. 1995.
Introduction: The Need for Improved Global Service Quality --
From the Industrial to the Knowledge Revolution --
Quality Improvement (QI) Strategies --
Quality Awards and Incentives for Change --
The Internet and Beyond: www.customerservice.com --
Demanding Total Quality Service (TQS) --
Learning Customer-Driven TQS --
Redefining TQS --
Applying Total Quality Service Concepts to Public and Nonprofit Organizations --
Origins and Evolution of TQS --
Changing Perspectives on Quality and Control --
Benchmarking for Service QI --
TQS: A Working Definition --
Developing a TQS Culture p45 --
CFM, Teamwork, and "Delayering" --
Strengthen Customer-Supplier Relationships --
Empower Employees to Meet Customer Quality Requirements --
Understand Systemic Relationships --
Carefully Monitor Results --
Implement CQI --
Reduce the Costs of Poor Quality --
From Quality Control to Continuous Improvement --
Evolution of Quality Control Concepts --
Masters of Total QI --
W. Edwards Deming (1900 to 1993) --
Joseph M. Juran (1904 --
) --
Armand V. Feigenbaum (1920 --
) --
Kaoru Ishikawa (1915 to 1989) --
Philip Crosby (1926 to 2001) --
Selecting QI Strategies --
People Power: Total Quality Human Resources, Participation, Training, and Empowerment --
Total Quality Human Resource Management --
Total QI Guidelines --
Guideline No. 1 --
Implications of Guideline No. 1 --
Guideline No. 2 --
Implications of Guideline No. 2 --
Guideline No. 3 --
Implications of Guideline No. 3 --
Guideline No. 4 and Guideline No. 5.
9780849338199 (alk. paper) 0849338190 (alk. paper)
Industrial management.
Service industries--Management.
Quality control.
HD31 / .M435
Improving service quality in the global economy : achieving high performance in public and private sectors / Michael E. Milakovich. - 2nd ed. - Boca Raton, FL : Auerbach Publications, 2006. - xix , 406 p. : ill. ; 25 cm.
Rev. ed. of: Improving service quality. 1995.
Introduction: The Need for Improved Global Service Quality --
From the Industrial to the Knowledge Revolution --
Quality Improvement (QI) Strategies --
Quality Awards and Incentives for Change --
The Internet and Beyond: www.customerservice.com --
Demanding Total Quality Service (TQS) --
Learning Customer-Driven TQS --
Redefining TQS --
Applying Total Quality Service Concepts to Public and Nonprofit Organizations --
Origins and Evolution of TQS --
Changing Perspectives on Quality and Control --
Benchmarking for Service QI --
TQS: A Working Definition --
Developing a TQS Culture p45 --
CFM, Teamwork, and "Delayering" --
Strengthen Customer-Supplier Relationships --
Empower Employees to Meet Customer Quality Requirements --
Understand Systemic Relationships --
Carefully Monitor Results --
Implement CQI --
Reduce the Costs of Poor Quality --
From Quality Control to Continuous Improvement --
Evolution of Quality Control Concepts --
Masters of Total QI --
W. Edwards Deming (1900 to 1993) --
Joseph M. Juran (1904 --
) --
Armand V. Feigenbaum (1920 --
) --
Kaoru Ishikawa (1915 to 1989) --
Philip Crosby (1926 to 2001) --
Selecting QI Strategies --
People Power: Total Quality Human Resources, Participation, Training, and Empowerment --
Total Quality Human Resource Management --
Total QI Guidelines --
Guideline No. 1 --
Implications of Guideline No. 1 --
Guideline No. 2 --
Implications of Guideline No. 2 --
Guideline No. 3 --
Implications of Guideline No. 3 --
Guideline No. 4 and Guideline No. 5.
9780849338199 (alk. paper) 0849338190 (alk. paper)
Industrial management.
Service industries--Management.
Quality control.
HD31 / .M435