Service Quality And Productivity Management
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Author | : Jochen Wirtz |
Publisher | : Ws Professional |
Total Pages | : 80 |
Release | : 2017 |
Genre | : Business & Economics |
ISBN | : 9781944659424 |
Download Service Quality and Productivity Management Book in PDF, Epub and Kindle
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 |
Total Pages | : 344 |
Release | : 2006-09-10 |
Genre | : Business & Economics |
ISBN | : 0387332316 |
Download Service Productivity Management Book in PDF, Epub and Kindle
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 |
Total Pages | : 418 |
Release | : 1995-06-16 |
Genre | : Technology & Engineering |
ISBN | : 9780585376448 |
Download Integrating Productivity and Quality Management, Second Edition, Book in PDF, Epub and Kindle
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 | : Ali Emrouznejad |
Publisher | : Springer |
Total Pages | : 405 |
Release | : 2014-07-31 |
Genre | : Business & Economics |
ISBN | : 3662434377 |
Download Managing Service Productivity Book in PDF, Epub and Kindle
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 |
Total Pages | : 292 |
Release | : 1993-07-22 |
Genre | : Political Science |
ISBN | : 9780803945739 |
Download Improving Public Sector Productivity Book in PDF, Epub and Kindle
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 | : |
Publisher | : Productivity Press |
Total Pages | : 260 |
Release | : 1993-06-01 |
Genre | : Business & Economics |
ISBN | : 9781563270451 |
Download The Benchmarking Management Guide Book in PDF, Epub and Kindle
Written for managers, this powerful guide produced by the American Productivity and Quality Center (APQC), outlines the fundamentals for planning, organizing, and introducing benchmarking into the workplace. Filled with information gleaned from surveys of 87 International Benchmarking Clearinghouse members, it provides unique insight, enabling organizations to better plan their own benchmarking efforts. Within eight appendices, there is a wide spectrum of additional useful knowledge, including definitions of legal and moral behavior in the context of benchmarking, and a comparison of the numerous steps involved in its implementation. The text also includes an extensive bibliography of benchmarking and total quality management literature.
Author | : Peter D. Mauch |
Publisher | : Dr Peter D Mauch |
Total Pages | : 103 |
Release | : 2008 |
Genre | : Production management |
ISBN | : 0557047013 |
Download Service Quality Management Book in PDF, Epub and Kindle
Author | : John Clark Shaw |
Publisher | : Van Nostrand Reinhold Company |
Total Pages | : 168 |
Release | : 1978 |
Genre | : Business & Economics |
ISBN | : |
Download The Quality-productivity Connection in Service-sector Management Book in PDF, Epub and Kindle
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 |
Total Pages | : 298 |
Release | : 1991-01-01 |
Genre | : Political Science |
ISBN | : 9780898061130 |
Download Total Quality and Productivity Management in Health Care Organizations Book in PDF, Epub and Kindle
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 |
Total Pages | : 645 |
Release | : 2023 |
Genre | : Electronic books |
ISBN | : 3662670321 |
Download Quality Management for Services Book in PDF, Epub and Kindle
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.