Total quality service: principles, practices, and implementation

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 Intent of the Action Is Met When Empowerment How to Empower Your Employees Conflict Resolution Overview How to Handle Difficult People How to Manage Negative People Customer Service and Satisfaction Overview Measurement Development of a Questionnaire Preliminary Steps to an Effective Survey A Typical Questionnaire Evaluation Form Making Sense of Your Data Presenting Your Results Example of Customer Service Benchmarking in Service Overview Basic Steps Advanced Steps Example of Defining the Process of Benchmarking Problem Solving and Tools Used in the Service Organizations The Six Steps of Problem-Solving Process Pointers on Problem Solving Problem-Solving Tools Graphical Presentation Statistical Process Control Control Charts Control Limits Control Charting Goals Control Charting Development Control Charting Interpretation ISO 9000 and Service Quality Overview of the Guidelines Quality Management and Quality Assurance Standard Appendices How to design, implement and manage a SUPERIOR customer service program Key components of customer service How to establish a customer service plan for your company The customer service test How to identify the current condition A generic continual improvement tool matrix Examples of cost of quality items in service Selected Bibliography Index