000			03212cam a2200553Mi 4500
001			9781003199014
003			FlBoTFG
005			20240213122832.0
006			m o d
007			cr |n|||||||||
008			220319s2022 nyu ob 001 0 eng d
040			_aOCoLC-P _beng _cOCoLC-P
020			_a9781000587722 _q(electronic bk.)
020			_a100058772X _q(electronic bk.)
020			_a9781000587777 _q(electronic bk.)
020			_a1000587770 _q(electronic bk.)
020			_a9781003199014 _q(electronic bk.)
020			_a1003199011 _q(electronic bk.)
020			_z9781032057545
020			_z1032057548
020			_z9781032057514
020			_z1032057513
024	7		_a10.4324/9781003199014 _2doi
035			_a(OCoLC)1304341152
035			_a(OCoLC-P)1304341152
050		4	_aHD58.87
072		7	_aBUS _x019000 _2bisacsh
072		7	_aBUS _x083000 _2bisacsh
072		7	_aBUS _x087000 _2bisacsh
072		7	_aKJMQ _2bicssc
082	0	4	_a658.4/063 _223/eng/20211208
100	1		_aMaleyeff, John, _d1955- _eauthor.
245	1	0	_aQuality service management _h[electronic resource] : _ba guide to improving business processes / _cJohn Maleyeff.
264		1	_aNew York, NY : _bRoutledge, _c2022.
300			_a1 online resource
336			_atext _2rdacontent
336			_astill image _2rdacontent
337			_acomputer _2rdamedia
338			_aonline resource _2rdacarrier
520			_aProviding clear guidance for anyone servicing internal or external customers, this book offers a framework for analyzing and managing quality using a comprehensive closed-loop approach. 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.
588			_aOCLC-licensed vendor bibliographic record.
650		0	_aReengineering (Management)
650		0	_aManagement _xEvaluation.
650		7	_aBUSINESS & ECONOMICS / Decision-Making & Problem Solving _2bisacsh
650		7	_aBUSINESS & ECONOMICS / Information Management _2bisacsh
650		7	_aBUSINESS & ECONOMICS / Production & Operations Management _2bisacsh
856	4	0	_3Taylor & Francis _uhttps://www.taylorfrancis.com/books/9781003199014
856	4	2	_3OCLC metadata license agreement _uhttp://www.oclc.org/content/dam/oclc/forms/terms/vbrl-201703.pdf
999			_c6030 _d6030