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This easy, step-by-step approach to implementing a quality program in the service industry applies the Baldridge criteria in three main sections. The "what to do" section walks readers through beginning a quality effort in a logical outline format, including plans, processes, and tools. The "how to do it" section fully defines each process or tool. Supported by examples and success stories from the Baldridge Award winners and hopefuls, this book highlights the critical concepts, processes, plans, and tools to creating a quality system. Total Quality Service also includes: a definition of Total Quality Service and the requirements for successful implementation; a Total Quality Service roadmap including elements such as leadership, strategic planning, human resource development, and process management; techniques for measuring customer satisfaction, like surveys, focus groups, interviews, as well as tips on benchmarking.
- Sales Rank: #2170707 in Books
- Brand: Brand: Irwin Professional Publishing
- Published on: 1995-01
- Original language: English
- Number of items: 1
- Dimensions: .48" h x 5.95" w x 8.91" l,
- Binding: Paperback
- 143 pages
- Used Book in Good Condition
Most helpful customer reviews
0 of 0 people found the following review helpful.
If a better understanding about Baldridge is what you are looking for
By Silverhawk Ollie
If a better understanding about Baldridge is what you are looking for, this is the ticket. Excellent road map to getting your operation into shape based upon the principles of Baldridge. The focus on the service industry takes away the need to try to place a service business into a manufacturing or healthcare context, where most quality references seem to gravitate. Gets to the input and analysis phase rather quickly, so if an armchair encounter with Quality is what you want, this may not be a choice for you.
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