01936cam a22002058i 4500999001700000020001800017041000900035082002000044100002800064245009200092260004300184300001100227504005100238520122700289546001301516650003101529650002801560942001201588952013001600  c38134d38134  a9781032057514  aeng.00a658.4063bMAL-Q1 aMaleyeff, Johneauthor.10aQuality service management :ba guide to improving business processes /cJohn Maleyeff.  aNew York :bTaylor and Francis,c2022.  a224p.   aIncludes bibliographical references and index.  a"Providing 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"--  aEnglish. 0aReengineering (Management) 0aManagementxEvaluation.  2ddccBK  00104070aNASSDOCbNASSDOCd2023-03-16eOverseasg0.00l0o658.4063 MAL-Qp52613r2023-05-10 00:00:00v0.00w2023-05-10yBK