At the service quality frontier : a handbook for managers, consultants, and other pioneers / Mary M....
At the service quality frontier : a handbook for managers, consultants, and other pioneers / Mary M....
At the service quality frontier : a handbook for managers, consultants, and other pioneers / Mary M. LoSardo, Norma M. Rossi.
About this item
Full title
Author / Creator
Publisher
Milwaukee, Wis. : ASQC Quality Press, c1993.
Call Numbers
N658.562/122
Record Identifier
MMS ID
Language
English
Formats
Physical Description
Physical content
129 p. : ill. ; 26 cm.
Contents
Ch. 1. Developing a Customer Orientation: The Organizational Self-Assessment -- Ch. 2. Developing a Customer Orientation: The Customer-Provider Work Flow -- Ch. 3. Creating an Effective Organization Using Analysis and Measurement Tools in Services -- Ch. 4. Measuring Quality From the Customer's Pers...
Publication information
Publisher
Milwaukee, Wis. : ASQC Quality Press, c1993.
Place of Publication
Wisconsin
Date Published
c1993.
Subjects
More information
Scope and Contents
Summary
Their book describes the though processes that led to their customer-based definition of quality and how they apply it. The content bridges the gap between theory and practice with real-life illustrations of major points. Each story also includes discussion questions for teaching and applying the concepts presented....
Alternative Titles
Full title
At the service quality frontier : a handbook for managers, consultants, and other pioneers / Mary M. LoSardo, Norma M. Rossi.
Notes
General note
Includes index.
Bibliography: p. 121-122.
Contextual Information
Date Copyright
c1993.
Identifiers
Primary Identifiers
Call Numbers
N658.562/122
Record Identifier
74VK6q0WGxEZ
Permalink
https://devfeature-collection.sl.nsw.gov.au/record/74VK6q0WGxEZ
Other Identifiers
ISBN
0873892097 (acid-free recycled paper)
9780873892094 (acid-free recycled paper)
DDC
658.562
MMS ID
991020817909702626
