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Book Cover
Book
Author Hinton, Tom.

Title Customer-focused quality : what to do on Monday morning / Tom Hinton, Wini Schaeffer
Published Englewood Cliffs, N.J. : Prentice Hall, [1994]
©1994

Copies

Location Call no. Vol. Availability
 MELB  658.812 Hin/Cfq  AVAILABLE
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
Customer services
Bibliography Includes bibliographical references (pages 261-263) and index
Subject Consumer satisfaction.
Customer services -- Quality control.
Total quality management.
Author Schaeffer, Wini.
LC no. 93028070
ISBN 013189630X