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9780873893367

Total Quality Service: A Simplified Approach to Using the Baldridge Award Criteria
Total Quality Service: A Simplified Approach to Using the Baldridge Award Criteria
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  • ISBN-13: 9780873893367
  • ISBN: 0873893360
  • Publication Date:
  • Publisher: McGraw-Hill School Education Group

AUTHOR

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 winners & 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 ISBN 0873893360.

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