How to Measure Service Quality & Customer Satisfaction
How to Measure Service Quality & Customer Satisfaction

Author: Chuck Chakrapani

Publisher: South Western Educational Publishing

Published: 1998

Total Pages: 0

ISBN-13: 9780877572671

DOWNLOAD EBOOK

You've heard the buzzwords: service quality; quality improvement; customer satisfaction. You've seen the techniques: fishbone diagrams; flow charts; brainstorming. Never before have so many service quality and customer satisfaction techniques been gathered, efficiently organized, and clearly presented in a single volume. This unique guide takes you through the maze of measurement tools, explaining each with clarity using exhibits and examples. Parts I and II give an overview of what service quality is and how standard measurement techniques can actually mislead if used incorrectly. In Part III, Chakrapani uses his "P3D3" matrix to explain which tool works best for different measurement needs. Part IV describes how to measure customer satisfaction, and Parts V and VI tie it all together with a discussion of developing a philosophy of quality and an overview of how to apply the right tools to different measurement problems. This book is an excellent introduction to those who are new in the field, as well as an indispensable reference for veterans in service quality and customer satisfaction.

Unleashing Excellence
Unleashing Excellence

Author: Dennis Snow

Publisher: John Wiley & Sons

Published: 2009-11-16

Total Pages: 261

ISBN-13: 0470503807

DOWNLOAD EBOOK

A step-by-step guide to designing and implementing an amazing customer service culture In today's competitive business environment, keeping customers happy is the key to long-term success. But some businesses provide much better customer service than others. It's not always clear what works and what doesn't, and implementing new customer service practices midstream can be a difficult, chaotic task. Business leaders who want to transform their business culture into one of customer service excellence need reliable, proven guidance. Unleashing Excellence gives you practical tools and step-by-step guidance tailored to your company's individual customer service needs. It shows you how to navigate your teams through every step of the implementation process to achieve true customer service excellence. The book covers the training and education of your group, how to measure the quality of your service, how to build a culture of personal accountability, and how to recognize excellence and reward it. Fully revised to include updated information on the latest tools and best practices, as well as the stories and lessons learned from those organizations that have used the process described in the book. Offers proven best practices for designing and implementing an excellent customer service culture Simple format divides content into nine "leadership actions" that guide you through a step-by-step process Shows you how to build a common customer service vision for your entire organization Customer service is vital to the survival of your business. If you want to move your organization's customer service practices from good to great, Unleashing Excellence is the key.

Quality Indicators for Assistive Technology
Quality Indicators for Assistive Technology

Author: Gayl Bowser

Publisher: Cast Professional Publishing

Published: 2016-06

Total Pages: 0

ISBN-13: 9780989867474

DOWNLOAD EBOOK

"The QIAT Leadership Team: Gayl Bowser, Joan Breslin-Larson, Diana Foster Carl, Kelly Fonner, Terry Foss, Jane Korsten, Kathy Lalk, Scott Marfilius, Susan McCloskey, Penny Reed, Joy Smiley Zabala."

Quality Service Management
Quality Service Management

Author: John Maleyeff

Publisher: Routledge

Published: 2022-05-05

Total Pages: 225

ISBN-13: 100058772X

DOWNLOAD EBOOK

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.

Quality of Service in IP Networks
Quality of Service in IP Networks

Author: Grenville Armitage

Publisher: Sams Publishing

Published: 2000

Total Pages: 344

ISBN-13:

DOWNLOAD EBOOK

Quality of Service (QoS) is a standards effort to provide consistent levels of service despite delivery problems. Providing students with an understanding of the technologies and techniques that will enable Internet QoS, this book is for courses in network management.

Quality Assurance in Industries
Quality Assurance in Industries

Author: G S Patnaik

Publisher: Notion Press

Published: 2021-06-25

Total Pages: 199

ISBN-13: 1639403140

DOWNLOAD EBOOK

This book introduces the philosophy of Quality Assurance. The key components of the quality system are covered which is most appropriate to the needs of the particular industry. A detailed guide is given which addresses the nature and scope of tasks that must be undertaken in implementing a quality system. Quality starts at the design stage. A system will quantify by means of precise measurement and the production capability of the organisation. This will facilitate improved tolerance for the functionality of the product and the identification of areas of capability associated with specific tolerance demands. The correct application of the above will greatly facilitate the right-first-time manufacturing. Quality Assurance comprises administrative and procedural activities implemented in a quality system so that the requirements and goals for a product, service or activity will be fulfilled. It is the systematic measurement, comparison with a standard, monitoring of processes and an associated feedback loop that confers error prevention. This can be contrasted with quality control, which is focused on process output. Quality Assurance (QA) includes two principles: ‘Fit for use’ (the product should be suitable for the intended purpose); and the ‘right-first-time’ (mistakes should be eliminated). QA includes management of the quality of raw materials, assemblies, products and components, services related to production and management, production and inspection processes. The two principles also manifest before the background of developing a novel technical product.

The Practitioner's Guide to Data Quality Improvement
The Practitioner's Guide to Data Quality Improvement

Author: David Loshin

Publisher: Elsevier

Published: 2010-11-22

Total Pages: 423

ISBN-13: 0080920349

DOWNLOAD EBOOK

The Practitioner's Guide to Data Quality Improvement offers a comprehensive look at data quality for business and IT, encompassing people, process, and technology. It shares the fundamentals for understanding the impacts of poor data quality, and guides practitioners and managers alike in socializing, gaining sponsorship for, planning, and establishing a data quality program. It demonstrates how to institute and run a data quality program, from first thoughts and justifications to maintenance and ongoing metrics. It includes an in-depth look at the use of data quality tools, including business case templates, and tools for analysis, reporting, and strategic planning. This book is recommended for data management practitioners, including database analysts, information analysts, data administrators, data architects, enterprise architects, data warehouse engineers, and systems analysts, and their managers. - Offers a comprehensive look at data quality for business and IT, encompassing people, process, and technology. - Shows how to institute and run a data quality program, from first thoughts and justifications to maintenance and ongoing metrics. - Includes an in-depth look at the use of data quality tools, including business case templates, and tools for analysis, reporting, and strategic planning.

The Executive Guide to Implementing Quality Systems
The Executive Guide to Implementing Quality Systems

Author: Peter Mears

Publisher: CRC Press

Published: 2022-01-27

Total Pages: 220

ISBN-13: 1000658791

DOWNLOAD EBOOK

Presenting an unusual and unique system for Continuous Quality Improvement (CQI), this new book is geared for executives who want or need to support quality improvement in their organizations. It is the contributions made by CEO's and upper management that moves the quality process forward, and because of this structure, The Executive Guide to Implementing Quality focuses on the concepts, thinking, and systems necessary for management to operationalize the CQI philosophy. Because quality is not a management problem but rather a problem that involves and requires all people working together at all levels to participate and cooperate, management must engage the organization in the processes that will improve the quality of their goods or services. It is, however, management's job to lead, organize, structure, motivate, and involve the organization in those strategies and systems that will ensure quality improvement. This book explains how to do that. Readers are given a series of exercises and explanations that will help them master the skills and understanding required to identify the management systems they need to support their quality improvement. After reading about a concept, they are asked to contribute to exercises designed to inspire creative and innovative thinking and the exploration of multi-functional options. And because it is the job of management to initiate the quality movement, this book shows how to change defensive thoughts like "that won't work for me" into "what is there that will work here." In addition to showing management how to take the lead in installing CQI in their organization, it also shows how to install the concepts through leadership teams, how to bring out the best in people, how to get top performance from employees and become a world-class organization, and how to reinforce the behaviors necessary to achieve the visions and goals of the organization. This workbook is an easy-and-quick-to-use guide that shows how to identify the support systems that generate desirable outcomes and reinforces them through positive actions.

Building a Successful Ambulatory Care Practice
Building a Successful Ambulatory Care Practice

Author: Mary Ann Kliethermes

Publisher: ASHP

Published: 2011-12-21

Total Pages: 297

ISBN-13: 1585283495

DOWNLOAD EBOOK

Let ASHP’s new book be your blueprint to a thriving ambulatory care practice, whether it’s health-system, physician, or community based. Get comprehensive, practical guidance on all your questions. Topics include: • How do I write a business plan? • What do I need to do to manage risk and liability? • Why do we need a marketing strategy? • Who handles reimbursements? • What credentials do we need? Plus: A companion web toolkit gives you all the help and templates you need to get going.

The Handbook for Quality Management, Second Edition
The Handbook for Quality Management, Second Edition

Author: Thomas Pyzdek

Publisher: McGraw Hill Professional

Published: 2012-12-14

Total Pages: 512

ISBN-13: 0071799257

DOWNLOAD EBOOK

The definitive guide to organizational excellence--completely updated Fully revised for the latest American Society for Quality (ASQ) Certified Manager of Quality/Organizational Excellence (CMQ/QE) Body of Knowledge, The Handbook for Quality Management: A Complete Guide to Operational Excellence, Second Edition offers in-depth guidance on effectively applying the principles of quality management in today's business environment and delivering superior results. Designed to help you prepare for and pass the ASQ CMQ/QE exam, this authoritative volume also serves as an essential on-the-job reference. Coverage includes: Business-integrated quality systems Organizational structures The quality function Approaches to quality Customer-focused organizations Integrated planning Strategic planning Understanding customer expectations and needs Benchmarking Organizational assessment Process control Quantifying process variation Quality audits Supply chain management Continuous improvement Effective change management Six Sigma methodology, including detailed descriptions of the DMAIC and DMADV approaches Management of human resources Motivation theories and principles Management styles Resource requirements to manage the quality function Over the past 40 years, the quality management discipline has undergone steady evolution from disparate quality assurance efforts to strategic, business-integrated functions. Today's quality manager must be able to plan and implement measurable, cost-effective process-improvement initiatives across the organization. Written by two of the foremost authorities on the subject and fully updated for the latest American Society for Quality (ASQ) Certified Manager of Quality/Organizational Excellence (CMQ/OE) Body of Knowledge, The Handbook for Quality Management, Second Edition provides an operational guide to the proper understanding and application of quality management in the current business environment. It serves as a primary reference source for an organization's quality program and for anyone seeking to pass the CMQ/OE exam, given by the ASQ. The Handbook for Quality Management: A Complete Guide to Operational Excellence, Second Edition: Clearly defines quality management principles and their application within a cross section of industries Integrates the application of Theory of Constraints, Six Sigma, and Lean thinking into the Quality Management discipline Contains detailed methods for planning, including customer needs recognition, benchmarking, and organizational assessments Discusses controls such as statistical process control, audits, and supply chain management Explains the stages of continuous improvement Incorporates classic motivation theory with more current management practices advocated by Joiner, Senge, and Deming, among others Features simulated and past exam questions to help you study for the ASQ CMQ/OE exam with answers that can be found at www.mhprofessional.com/HQM2