Service quality in practice: a handbook for practitioners
Gespeichert in:
| Beteilige Person: | |
|---|---|
| Format: | Buch |
| Sprache: | Englisch |
| Veröffentlicht: |
Dublin
Gill and Macmillan
1993
|
| Schlagwörter: | |
| Links: | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=006188743&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| Umfang: | 230 S. graph. Darst. |
| ISBN: | 0717118797 |
Internformat
MARC
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Datensatz im Suchindex
| _version_ | 1819370318186151936 |
|---|---|
| adam_text | Diagrams and Case Studies
Diagrams and case studies, largely from the experience of Irish companies, have
been inserted throughout the text. For practical reasons they do not necessarily
relate to the content of the chapter in which they occur.
Cause and Effect Diagram 169
Company organization charts (Superquinn) 50 51
Comparing the Quality of Complex Products 14 15
Complaints handling system (VHI) 48
Computer history 113
Cost of poor service calculation (Bank One) 88
Customer Care Programme (Texaco) 99
Customer Roundtables (Bank of Ireland) 20 21
Developing a Quality Culture (Aer Lingus) 199
Documentations hierarchy 151
Employee induction checklist (Educational Co.) 60
Five Gaps between good and great service 130
Flow chart of operations (Patterson, Kempster Shortall) 43
Implementing TQM (Telecom Eireann) 172 4
The Improvement Process (Northern Telecom) 183
ISO Service Quality Loop 23
MIL Std 105E charts 92 3
Monitoring Customer Feedback (ESB) 31 2
Procedure format (IQA) 146 7
Quality culture (Ulster Bank) 116
Quality manual contents (Patrick Casey) 141
Service Action Team initiatives (Bank of Ireland) 163
Service Quality blueprint (Microprint) 53
The Seven Problem Solving Tools 167
Six Sigma Quality (IBM) 176
Spreadsheet quality index program 121
Starting a quality system (American Express) 138
Telephone usage rules 136
Training in the Quality Manual (Educational Co.) 72 3
Versatility chart for staff (A. K. O Hare) 80
Contents
Acknowledgments
1. Introduction 1
(2) Understanding the Customers Needs 12
(3) Becoming Customer Driven 27
4.) Service and Service Delivery Specification 40
; 5) Employee Involvement 56
6. Recruiting and Training Staff 68
7. Suppliers 83
8. Queues and Schedules 97
9. Computers: the Service Industry Technology 109
10. The Service Delivery Process 125
11. Quality Assurance Systems 139
12. Continuous Improvement 155
Appendix: Implementing TQM at Telecom Eireann 172
13. Measurement of Quality Costs and Quality Activities 175
14. Implementing Total Service Quality 189
Appendix: Sample Questionnaires for use in Service Environments 203
Bibliography 220
Index 224
|
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| discipline | Wirtschaftswissenschaften |
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| geographic_facet | Irland |
| id | DE-604.BV009299897 |
| illustrated | Illustrated |
| indexdate | 2024-12-20T09:35:47Z |
| institution | BVB |
| isbn | 0717118797 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-006188743 |
| oclc_num | 28675347 |
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| owner | DE-703 DE-83 |
| owner_facet | DE-703 DE-83 |
| physical | 230 S. graph. Darst. |
| publishDate | 1993 |
| publishDateSearch | 1993 |
| publishDateSort | 1993 |
| publisher | Gill and Macmillan |
| record_format | marc |
| spellingShingle | Murphy, John A. Service quality in practice a handbook for practitioners Performance standards Service industries Ireland Quality control Qualität (DE-588)4047966-3 gnd Dienstleistung (DE-588)4012178-1 gnd |
| subject_GND | (DE-588)4047966-3 (DE-588)4012178-1 |
| title | Service quality in practice a handbook for practitioners |
| title_auth | Service quality in practice a handbook for practitioners |
| title_exact_search | Service quality in practice a handbook for practitioners |
| title_full | Service quality in practice a handbook for practitioners John A. Murphy |
| title_fullStr | Service quality in practice a handbook for practitioners John A. Murphy |
| title_full_unstemmed | Service quality in practice a handbook for practitioners John A. Murphy |
| title_short | Service quality in practice |
| title_sort | service quality in practice a handbook for practitioners |
| title_sub | a handbook for practitioners |
| topic | Performance standards Service industries Ireland Quality control Qualität (DE-588)4047966-3 gnd Dienstleistung (DE-588)4012178-1 gnd |
| topic_facet | Performance standards Service industries Ireland Quality control Qualität Dienstleistung Irland |
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