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.