Total Quality Service Principles, Practices, and Implementation [Hardcover]

Total Quality Service rises to the business challenge of the 90s. It explains in the most concise terms possible the principles of TQS. The research stands-most unhappy customers do not complain. Instead, they never again buy from businesses that just once left them unsatisfied.
What then is TQS? In the simplest terms, it is the true commitment to operationalizing the concept of customer focus, establishing service performance standards, measuring performance against benchmarks, recognizing and rewarding exemplary behavior, and maintaining enthusiasm for the customer at all times.
Companies that do not provide quality service not only won't compete-they won't exist. Let Total Quality Service put you and your employees on the cutting edge of customer satisfaction.Quality
General Overview
The Gurus' Definition
Functional Characteristics of the Term Quality
Product versus Service
Overview
Examples: Retail, Banking, Restaurant
Process
Examples of Process
Variation
Cost of Quality
Appraisal, Prevention, and Internal and External Failure
Communication and Management
Quality Service Implementation Strategy
Overview
Change and Paradigm Shift
A Generic Model for Continuous Improvement
The Models of Implementation
The Project Management Model
Quality Management
Implementation of TQS
TQS and PM
The Influence of PM in the Implementation Process
The ISO 9000 Model
The Deming Model
Deming's 14 Points
Deming's 7 Deadly Sins
Implementation Strategy: Points and Questions
Examples of Implementation Strategy
Teams and Empowerment
Overview
Teams
Team and Quality
Typical Implementation Steps
Intent of the Action Is Met When
Education/Training
Typical Implementation Steps
Intent of the Action Is Met When
Rewards
Typical Implementation Steps<lsŸ