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Total Quality Service: A Simplified Approach to Using the Baldridge Award Criteria

Author: 


ISBN-13: 

9780873893367


ISBN: 

0873893360


Pub Date: 
Publisher:  McGraw-Hill School Education Group
Summary: This easy, step-by-step approach to implementing a quality program in the service industry applies the Baldridge criteria in three main sections. The "what to do" section walks readers through beginning a quality effort in a logical outline format, including plans, processes, & tools. The "how to do it" section fully defines each process or tool. Supported by examples & success stories from the Baldridge Award winner...s & hopefuls, this book highlights the critical concepts, processes, plans, & tools to creating a quality system. Total Quality Service also includes: a definition of Total Quality Service & the requirements for successful implementation; a Total Quality Service roadmap including elements such as leadership, strategic planning, human resource development, & process management; techniques for measuring customer satisfaction, like surveys, focus groups, interviews, as well as tips on benchmarking.

Kessler, Sheila is the author of Total Quality Service: A Simplified Approach to Using the Baldridge Award Criteria, published 1996 under ISBN 9780873893367 and 0873893360. Five Total Quality Service: A Simplified Approach to Using the Baldridge Award Criteria textbooks are available for sale on ValoreBooks.com, four used from the cheapest price of $0.01, or buy new starting at $59.75.
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Total Quality Service: A Simplified Approach to Using the Baldridge Award Criteria

ISBN-13: 9780873893367


ISBN: 0873893360


Pub Date:
Publisher: McGraw-Hill School Education Group
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