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Quality of Service Bo Edvardsson

Quality of Service

Bo Edvardsson

Published December 1st 1994
ISBN : 9780077079499
Hardcover
293 pages
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 About the Book 

What does TQM in service really mean? This text focuses on customer orientation as the key to successful business operations. By drawing on work with leading companies world-wide, the authors describe current methods, including a model forMoreWhat does TQM in service really mean? This text focuses on customer orientation as the key to successful business operations. By drawing on work with leading companies world-wide, the authors describe current methods, including a model for customer-service development and service design. Key topics include leadership, quality improvement and assessment, complaint management and customer care. The practical nature of the text is enhanced by the inclusion of models for crisis management and examples from both private- and public-sector companies.