At the Service Quality Frontier: A Handbook for Managers, Consultants, and Other Pioneers
Any service organization that's shied away from quality management on the premise that TQM is only for manufacturing environments will find At the Service Quality Frontier a real eye-opener. Not only do the authors demonstrate that TQM is totally to service settings, they show that smaller organizations need not be excluded from the quality movement. Their book is written for a broad audience that might be put off by costly or complex presentations: small business owners, entrepreneurs, trainers, and consultants to small business, as well as educators and their students. As internal consultants for corporate quality at Metropolitan Life Insurance Company, authors LoSardo and Rossi believe the principles of service quality differ considerably from those of manufacturing environments. Their book describes the though processes that led to their customer-based definition of quality and how they apply it. The content bridges the gap between theory and practice with real-life illustrations of major points. Each story also includes discussion questions for teaching and applying the concepts presented.
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action Alice Alicia answer areas background information begin benefits Bill boss brainstorming Chapter claims adjuster client communications customer contact employees customer expectations customer satisfaction customer service customer service units customer-provider work flow customer's delivery develop dimensions of service discussed dry cleaning effectiveness ensure evaluate example external customers extra-processing facilitator flip charts focus group focused Francine gap score group members ideas identify important interactions internal involved Jackie Jean Smith Jim Green Joan Kate killer instinct look managers means measure meeting opportunity organization's Pareto analysis participants perception statements problem statement problem-solving questions Quick Stop Dry receive reflect responsibility result role senice service goals service organization service providers service quality SERVQUAL sharing staff statement pairs step Stop Dry Cleaners supervisor sure survey thought tion tomers transaction understand unit vice