Total Quality Service : Principles, Practices, and Implementation book cover
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Total Quality Service
Principles, Practices, and Implementation




ISBN 9781884015830
Published August 1, 1995 by CRC Press
336 Pages

 
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Book Description

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.

Table of Contents

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

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