Total Quality Service - Stamatis, D. H.

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Résumé :
Total Quality Service: Principles, Practices, and Implementation 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.

Sommaire:
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