Description |
xiii, 273 pages : illustrations ; 24 cm |
Contents |
Ch. 1. How to Champion Customer-Focused Quality -- Ch. 2. How to Listen to Your Customers and Measure Their Satisfaction -- Ch. 3. How to Listen to Your Employees and Help Them Focus on the Customer -- Ch. 4. How to Evaluate Your Processes to Become More Customer-Focused -- Ch. 5. How to Benchmark and Set Customer-Focused Goals -- Ch. 6. How to Educate and Train Your Employees in the Ways of Excellent Customer Service -- Ch. 7. Leading by Example: How to Achieve a Corporate Reputation for Quality -- Ch. 8. How to Lead Your Staff in the Pursuit of Quality -- Ch. 9. Championing Quality: People, Principles, Processes, and Performance -- Appendix 1: The Malcolm Baldrige Award and Criteria -- Appendix 2: Mission and Vision Statements |
Analysis |
Customer services |
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Customer services |
Bibliography |
Includes bibliographical references (pages 261-263) and index |
Subject |
Consumer satisfaction.
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Customer services -- Quality control.
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Total quality management.
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Author |
Schaeffer, Wini.
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LC no. |
93028070 |
ISBN |
013189630X |
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