QUALITY standards
QUALITY standards
In Lead with Your Customer, Mark David Jones and J. Jeff Kober offer the World-Class Excellence Model as a means to integrate a dual approach of engaging employees internally and customers externally...
Institutional frameworks today are fueled by highly skilled and specially trained workers who are often spread out across great distances and communicate horizontally instead of vertically. Many organizations have not...
Quality judgments are commonplace in America-standards of excellence exist for everything from surgery to movies. Despite the fact that Americans hold opinions on almost every subject, whether they know anything about...
The topics discussed in Service Management Effectiveness are by leading researchers in the field of service management and they provide a comprehensive model for managing service businesses. The work shatters the...
Although creating a successful service operation is truly difficult, sustaining its success is even more so. Services are performances, and the challenge of sustaining a high level of performance on a continuous basis...
A manager’s job is to lead and recognize that the needs of the business and the needs of the employee are inextricably linked. Individuals have an intrinsic need to feel in control, to believe in the value of one’s...
Drawing on almost two years of on-site observation, 40 in-depth interviews, and unprecedented access to confidential documents and project data, the authors focus specifically on Microsoft’s unique "synch-and-stabilize...
In their groundbreaking book, The Service Profit Chain (1997), Heskett, Sasser, and Schlesinger asked the question of why a few service enterprises seem to be consistently better at what they do than...
The unmet needs of customers are everywhere today in products and services that are not carefully designed and, therefore, fall far short of their potential. This situation in which clients either do not get what they...
An historical approach that explains the origins and progress of the U.S. quality movement. Dobyns and Crawford-Mason completely demystify the theories of America’s four main quality gurus: Deming, Crosby, Juran, and...
