03163cam a22003738i 4500 22337817 CSPC 20250715090010.0 211208s2022 nyu b 001 0 eng 2021057253 9781032057514 (paperback) 22337817 DLC eng rda DLC CSPC pcc HD58.87 .M364 2022 658.4063 M294q 23/eng/20211208 Maleyeff, John, 1955- author. Quality service management : a guide to improving business processes / John Maleyeff. 2206 New York, NY : Routledge, 2022. xxi, 202 pages ; 23 cm. text txt rdacontent unmediated n rdamedia volume nc rdacarrier Includes bibliographical references and index. Introduction to service quality management -- Process thinking in service quality management -- Service customer needs analysis -- Service quality performance metric development -- Customer satisfaction survey development -- Basic tools for service quality analysis -- Statistical tools for service quality analysis -- Theoretical foundations for statistical quality analysis -- Service process stability analysis -- Service process capability analysis -- Service reliability and intervention analysis -- Quality improvement foundations -- Quality improvement project management -- Quality system creation and deployment -- Quality improvement with remote collaboration. "Providing clear guidance for anyone servicing internal or external customers, this book offers a framework for analyzing and managing quality using a comprehensive closed-loop approach. This book cuts through the complexities of the mantra 'better, cheaper, faster' (BCF) and offers procedures for the evaluation of customer needs, the determination of performance metrics, and the design of effective customer satisfaction surveys. It details basic statistical techniques and packages the framework, procedures, and methods into a management construct that includes external quality certification systems and internal performance management systems. Importantly, the book also describes how these systems can be implemented in a virtual workplace. This quality management book will be essential to service-oriented firms (financial, government, healthcare, hospitality, etc.), as well as any firm with internal customer service processes such as human resource management, purchasing, and accounting. Professionals at all levels, corporate trainers, and students will welcome this book's common set of principles and tools, accompanied by many case studies that illustrate how they are applied in various environments"-- Provided by publisher. Reengineering (Management). Management Evaluation. 7 cbc orignew 1 ecip 20 y-gencatlg ddc BK 23 658.4063 M294q CIR 2022 0 0 0 ddc 0 0 CSPC CSPC CIR 2025-07-15 0 CIR 658.4063 M294q 2022 029679 2025-07-15 09:00:38 1-1 2025-07-15 BK 29711 29711