Publisher's Synopsis
This book is drawn from the author's experience in quality management related to both service and industrial applications. Although quality management originated in the manufacturing industry, most of the techniques are equally applicable to service organizations, as the principles and practices of quality management are appropriate to any type of industry and any type of company. It is simply a matter of thoughtful adaptation. In covering profitability and efficiency, quality costs, and the development of quality management systems, as well as itemizing the main elements of a quality management system, users from all areas of the service industry should find the book useful. Other topics covered include a look at the need for documentation of quality circles.;In the final analysis, failure to meet customer needs and expectations can have far reaching consequences that may have an adverse effect on both the customer and the service organization. It is the responsibility of management, therefore, to ensure that such failures are prevented and, in the event of failure, to implement speedy corrective action. In the author's opinion, this is the basis of quality management.
