Service Quality and Productivity Management PDF Download
Are you looking for read ebook online? Search for your book and save it on your Kindle device, PC, phones or tablets. Download Service Quality and Productivity Management PDF full book. Access full book title Service Quality and Productivity Management by Jochen Wirtz. Download full books in PDF and EPUB format.
Author: Jochen Wirtz
Publisher: Ws Professional
ISBN: 9781944659424
Category : Business & Economics
Languages : en
Pages : 80
Get Book Here
Book Description
Preface -- Introduction -- Integrating service quality and productivity strategies -- What is a service quality? -- Identifying and correcting service quality problems -- Measuring service quality -- Soft and hard service quality measures -- Learning from customer feedback -- Hard measures of service quality -- Tools to analyze and address service quality problems -- Return on quality -- Defining and measuring productivity -- Improving service productivity -- Conclusion -- Summary -- Endnotes
Author: Jochen Wirtz
Publisher: Ws Professional
ISBN: 9781944659424
Category : Business & Economics
Languages : en
Pages : 80
Get Book Here
Book Description
Preface -- Introduction -- Integrating service quality and productivity strategies -- What is a service quality? -- Identifying and correcting service quality problems -- Measuring service quality -- Soft and hard service quality measures -- Learning from customer feedback -- Hard measures of service quality -- Tools to analyze and address service quality problems -- Return on quality -- Defining and measuring productivity -- Improving service productivity -- Conclusion -- Summary -- Endnotes
Author: H. David Sherman
Publisher: Springer Science & Business Media
ISBN: 0387332316
Category : Business & Economics
Languages : en
Pages : 344
Get Book Here
Book Description
Here is an in-depth guide to the most powerful available benchmarking technique for improving service organization performance — Data Envelopment Analysis (DEA). The book outlines DEA as a benchmarking technique, identifies high cost service units, isolates specific changes for elevating performance to the best practice services level providing high quality service at low cost and most important, it guides the improvement process.
Author: Johnson Edosomwan
Publisher: CRC Press
ISBN: 9780585376448
Category : Technology & Engineering
Languages : en
Pages : 418
Get Book Here
Book Description
This second edition details all productivity and quality methodologies, principles and techniques, and demonstrates how they interact in the three phases of the productivity and quality management triangle (PQMT): measurement, control and evaluation; planning and analysis; and improvement and monitoring. This edition features material on practical strategies for implementing quality programmes, balancing productivity and quality results , resolving quality problems and empowering employees.
Author: Michael Milakovich
Publisher: CRC Press
ISBN: 1420031139
Category : Business & Economics
Languages : en
Pages : 427
Get Book Here
Book Description
Within American service sector organizations there exists a gap between understanding customer service quality improvement (QI) theories and applying them. Improving Service Quality in the Global Economy: Achieving High Performance in Public and Private Sectors, Second Edition fills that gap by presenting theory, application models, and cases of su
Author: Ali Emrouznejad
Publisher: Springer
ISBN: 3662434377
Category : Business & Economics
Languages : en
Pages : 405
Get Book Here
Book Description
This volume describes how frontier efficiency methodologies such as Data Envelopment Analysis (DEA) and other techniques such as multi-criteria decision making can help service industries to improve their performance by providing a ranking of best-practice efficient service units and by identifying sources of inefficiency for each service unit. It explains how they can be used to determine potential improvement targets for each of the inefficient service units, to identify peers for each service organization and to provide a basis for continuous performance improvement. Presenting applications in a variety of industries, this book will be useful for the service management to improve service productivity, profitability, sustainability and quality and effectiveness of service deliveries. A free trial version of the World’s leading Data Envelopment Analysis Software (PIM-DEA) is available for readers of this book.
Author: Ellen Doree Rosen
Publisher: SAGE
ISBN: 9780803945739
Category : Political Science
Languages : en
Pages : 292
Get Book Here
Book Description
This volume shows how public agencies can be made more efficient and humane, providing practical guidance to enhance both service quality and client satisfaction at local, state and national levels. Examples focus on the issues of quality management, improving service delivery, job reorganization and worker empowerment.
Author: Peter D. Mauch
Publisher: Dr Peter D Mauch
ISBN: 0557047013
Category : Production management
Languages : en
Pages : 103
Get Book Here
Book Description
Author: John Clark Shaw
Publisher: Van Nostrand Reinhold Company
ISBN:
Category : Business & Economics
Languages : en
Pages : 168
Get Book Here
Book Description
USA. Monograph outlining management techniques for increasing quality standard, labour productivity and profitability - describes a management policy focusing on successful organizational planning, efficiency in resource allocation and operational management in context with competitiveness among businesses and reduced need for quality control. Diagrams.
Author: Vincent K. Omachonu
Publisher: Inst of Industrial Engineers
ISBN: 9780898061130
Category : Political Science
Languages : en
Pages : 298
Get Book Here
Book Description
After examining the productivity and quality issues unique to the health-care industry, Omachonu moves on to total service quality management and productivity measurement. Managing productivity, profitability, and price recovery is thoroughly covered, taking into account issues such as physicians practice patterns and hospital efficiency. Omachonu wraps up with an examination of technology management in health-care organizations and the role of management engineers in total quality management in health care. Annotation copyrighted by Book News, Inc., Portland, OR
Author: Manfred Bruhn
Publisher: Springer Nature
ISBN: 3662670321
Category : Electronic books
Languages : en
Pages : 645
Get Book Here
Book Description
This book provides assistance for ensuring and increasing service quality. Manfred Bruhn presents a holistic, scientifically based approach to quality management for services, which is consistently oriented to the management process with the phases of analysis, planning, control, implementation and controlling of quality management. Core parts of the book are procedures for measuring service quality, instruments for controlling quality and expectation management, the implementation of quality management based on ISO 9000 ff. standards as well as the EFQM model, and comprehensive quality controlling to ensure effectiveness and efficiency. In the previous editions to date, the work has evolved into a handbook and can be used as a reference work for the various topics of quality management for services. Individual topics of quality management or the respective chapters can be worked through independently of each other. The contents Principles of quality management for services Analysis of service quality Planning and control of quality management for services Implementation of quality management for services Quality controlling for services The author Prof. Dr. Dr. h.c. mult. Manfred Bruhn is Professor of Business Administration, in particular Marketing and Corporate Management, at the Faculty of Business and Economics of the University of Basel (Switzerland) and Honorary Professor at the Technical University of Munich (Germany). The translation was done with the help of artificial intelligence. A subsequent human revision was done primarily in terms of content.
