Total Quality Service: Principles, Practices, and Implementation, 1st Edition (Hardback) book cover

Total Quality Service

Principles, Practices, and Implementation, 1st Edition

By D.H. Stamatis

CRC Press

336 pages

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Hardback: 9781884015830
pub: 1995-08-01
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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


General Overview

The Gurus' Definition

Functional Characteristics of the Term Quality

Product versus Service


Examples: Retail, Banking, Restaurant


Examples of Process


Cost of Quality

Appraisal, Prevention, and Internal and External Failure

Communication and Management

Quality Service Implementation Strategy


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



Team and Quality

Typical Implementation Steps

Intent of the Action Is Met When


Typical Implementation Steps

Intent of the Action Is Met When


Typical Implementation Steps

Intent of the Action Is Met When


How to Empower Your Employees

Conflict Resolution


How to Handle Difficult People

How to Manage Negative People

Customer Service and Satisfaction



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


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


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


Subject Categories

BISAC Subject Codes/Headings:
BUSINESS & ECONOMICS / Management Science
BUSINESS & ECONOMICS / Quality Control
BUSINESS & ECONOMICS / Sales & Selling