000			01794cam a22001938i 4500
999			_c38134 _d38134
020			_a9781032057514
041			_aeng.
082	0	0	_a658.4063 _bMAL-Q
100	1		_aMaleyeff, John _eauthor.
245	1	0	_aQuality service management : _ba guide to improving business processes / _cJohn Maleyeff.
260			_aNew York : _bTaylor and Francis, _c2022.
300			_a224p.
504			_aIncludes bibliographical references and index.
520			_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"--
546			_aEnglish.
650		0	_aReengineering (Management)
650		0	_aManagement _xEvaluation.
942			_2ddc _cBK