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Total quality service : principles, practices, and implementation / D.H. Stamatis.

By: Stamatis, D. H, 1947-.
Material type: TextTextPublisher: Delray Beach, FL : St. Lucie Press, c1996Bibliography: Includes bibliographical references (p. 298-306) and index.Description: xvi, 318 p : ill. ; 24 cm.ISBN: 1884015832 (alk. paper); 1884015409.Subject(s): Customer services -- Quality controlDDC classification: 658.8/12
Contents:
Quality -- Product versus service -- Communication and management -- Total quality service implementation strategy -- Teams and empowerment -- Conflict resolution -- Customer service and satisfaction -- Benchmarking -- Problem solving and tools used in TQS -- ISO and services.
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Item type Current library Collection Call number Status Date due Barcode
Two Weeks Davenport Library Circulating Collection Print-Circulating 658.812 St21 (Browse shelf(Opens below)) Available 34284001248426

Includes bibliographical references (p. 298-306) and index.

Quality -- Product versus service -- Communication and management -- Total quality service implementation strategy -- Teams and empowerment -- Conflict resolution -- Customer service and satisfaction -- Benchmarking -- Problem solving and tools used in TQS -- ISO and services.

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