| Description |
xvii, 392 p. ; 24 cm. |
| Bibliography |
Includes bibliographical references (p. 347-377) and index. |
| Contents |
The service/quality revolution -- What is "service/quality"? -- Richochets, recoveries, and bridges -- Dysfunctional assumptions -- A new organizational paradigm -- At the service/quality crossroads -- Cylinder one : signaling commitment -- Cylinder two : listening to internal/external customers -- Cylinder three : education and awareness -- Cylinder four : hiring and orienting -- Developing the skills to go the distance -- Cylinder five : personal skills -- Cylinder six : coaching skills -- Cylinder seven : team skills -- Cylinder eight : systems -- Cylinder nine : reward and recognition -- Cylinder 10 : improvement activities -- Cylinder 11 : standards and measures -- Cylinder 12 : marketing strategies -- Deployment : infrastructure, planning and reporting, and assigned responsibilities -- Getting it together -- Let's end with your beginning. |
| Subject |
Total quality management.
|
|
Customer services.
|
|
Executive ability.
|
| Added Author |
Sheehy, Barry.
|
| ISBN |
1556237049 |
|
