The Service/Quality Solution


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The service/quality challenge for all organizations is clear: increase productivity, profits, and market share through quality improvement. Now managers also have a clear solution. This book presents a service management approach to building competitive advantage and surviving the pressures within today's marketplace. Using vignettes, diagrams, new terms, and 16 tools for effective service/quality management, Collier shows readers how to "think service management" to make more strategic decisions and develop effective ...

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