Quality Dynamics for the Service Industry

Quality Dynamics for the Service Industry is the ideal guide for every service operations manager, from front-line supervisor to CEO.....For those who suspect that their operation is not at peak performance, but need ideas about how to improve......Leaders from all aspects of quality contribute their expertise chapter by chapter........
Three main sections acquaint you with quality concepts, explain how others have applied them, and show you how to solve your own quality problems:
1 Theory of Management gives insight into the intellectual foundations of the quality movement.
2 Practice of Management analyzes quality concepts as they are successfully used in service companies today.
3 Art of Management demonstrates practical methods of applying quality concepts to the service industry.

Preface

Part 1 : Theory of Management
Chapter 1 : Quality Hall of Fame
Chapter 2 : W.E. Deming%u2019s %u201CFourteen Points%u201D as Viewed from the World of Operations
Chapter 3 : Statistical Control Charts

Part 2 : Practice Management
Chapter 4 : A Framework For A Service Quality-Assurance System
Chapter 5 : A Commitment To Quality
Chapter 6 : Quality : Key To Service Productivity
Chapter 7 : Principles Of Quality Costs
Chapter 8 : The Cost Of Delivering A Quality Product
Chapter 9 : Quality In Data Processing
Chapter 10 : Zero Defects In Banking

Part 3 : Art Of Management
Chapter 11 : The Need For A Quality Assurance System
Chapter 12 : Quality Training For Operations
Chapter 13 : Improve Performance Through Control Charts
Chapter 14 : Controlling Quality Through Information
Chapter 15 : Customer Surveys: To Find Out What Your Customers Think, Ask Them
Chapter 16 : Epilogue
Chapter 17 : This Is The Age of Quality
Chapter 18 : Contributors

Index

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