Total Quality Service: Principles, Practices, and Implementation / Edition 1

by D.H. Stamatis

Overview

Total Quality Service rises to the business challenge of the 90s. It explains in the most concise terms possible the principles of TQS. The research stands-most unhappy customers do not complain. Instead, they never again buy from businesses that just once left them unsatisfied.
What then is TQS? In the simplest terms, it is the true commitment to operationalizing the concept of customer focus, establishing service performance standards, measuring performance against benchmarks, recognizing and rewarding exemplary behavior, and maintaining enthusiasm for the customer at all times.
Companies that do not provide quality service not only won't compete-they won't exist. Let Total Quality Service put you and your employees on the cutting edge of customer satisfaction.

Product Details

ISBN-13:	9781884015830
Publisher:	Taylor & Francis
Publication date:	08/01/1995
Series:	St Lucie
Edition description:	New Edition
Pages:	332
Product dimensions:	6.00(w) x 9.00(h) x (d)

Table of Contents

Quality, General Overview, The Gurus' Definition, Functional Characteristics of the Term Quality, Product versus Service, Overview, Examples: Retail, Banking, Restaurant, Process, Examples of Process, Variation, Cost of Quality, Appraisal, Prevention, and Internal and External Failure, Communication and Management, Quality Service Implementation Strategy, Overview, Change and Paradigm Shift, A Generic Model for Continuous Improvement, The Models of Implementation, The Project Management Model , Quality Management, Implementation of TQS, TQS and PM, The Influence of PM in the Implementation Process, The ISO 9000 Model, The Deming Model, Deming's 14 Points, Deming's 7 Deadly Sins, Implementation Strategy: Points and Questions, Examples of Implementation Strategy, Teams and Empowerment, Overview, Teams, Team and Quality , Typical Implementation Steps, Intent of the Action Is Met When, Education/Training, Typical Implementation Steps, Intent of the Action Is Met When , Rewards, Typical Implementation Steps, Intent of the Action Is Met When, Empowerment, How to Empower Your Employees, Conflict Resolution, Overview, How to Handle Difficult People, How to Manage Negative People, Customer Service and Satisfaction, Overview, Measurement, Development of a Questionnaire, Preliminary Steps to an Effective Survey, A Typical Questionnaire Evaluation Form, Making Sense of Your Data, Presenting Your Results, Example of Customer Service, Benchmarking in Service, Overview, Basic Steps, Advanced Steps, Example of Defining the Process of Benchmarking, Problem Solving and Tools Used in the Service Organizations, The Six Steps of Problem-Solving Process, Pointers on Problem Solving, Problem-Solving Tools, Graphical Presentation, Statistical Process Control, Control Charts, Control Limits, Control Charting Goals, Control Charting D

Editorial Reviews

Explains the main tenets of total quality customer service and argues that companies must adopt it in order to survive. For general managers, discusses communication, implementation strategy, teams and empowerment, conflict resolution, benchmarking, ISO 9000, and other aspects. The CiP data shows the title as Principles of Service Quality. Annotation c. Book News, Inc., Portland, OR (booknews.com)

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