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.
About the Author: John Maleyeff is a Professor of Practice at Boston University's professionally oriented Metropolitan College, USA, focusing on the analysis and improvement of business processes, operations, and supply chains for both products and services. He has held professional positions in the U.S. Department of Defense, RCA's David Sarnoff Research Center, and LEGO, and has also consulted for many well-known consumer product, healthcare, and manufacturing companies. Dr. Maleyeff is the author of the Routledge book Service Science: The Analysis and Improvement of Business Processes, and holds a PhD in Industrial Engineering and Operations Research from the University of Massachusetts Amherst, USA
