Quality Management for Services
Handbook for Successful Quality Management. Principles – Concepts – Methods
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A termék adatai:
- Kiadás sorszáma 2023
- Kiadó Springer Berlin Heidelberg
- Megjelenés dátuma 2023. július 29.
- Kötetek száma 1 pieces, Book
- ISBN 9783662670316
- Kötéstípus Keménykötés
- Terjedelem634 oldal
- Méret 240x168 mm
- Súly 1482 g
- Nyelv angol
- Illusztrációk XXV, 634 p. 310 illus., 309 illus. in color. Illustrations, black & white 482
Kategóriák
Hosszú leírás:
This book provides assistance for ensuring and increasing service quality. Manfred Bruhn presents a holistic, scientifically based approach to quality management for services, which is consistently oriented to the management process with the phases of analysis, planning, control and monitoring of quality management. Core parts of the book are procedures for measuring service quality, instruments for controlling quality and expectation management, the implementation of quality management based on ISO 9000 ff. standards as well as the EFQM model, and comprehensive quality controlling to ensure effectiveness and efficiency.
In the eleven editions to date, the work has evolved into a handbook and can be used as a reference work for the various topics of quality management for services. Individual topics of quality management or the respective chapters can be worked through independently of each other.
In the 12th edition, all chapters have been updated. In particular, thenew version of the EFQM Model 2020 has been comprehensively presented.
The contents
- Basics of quality management for services
- Analysis of service quality
- Planning and control of quality management for services
- Implementation of quality management for services
- Quality controlling for services
This book provides assistance for ensuring and increasing service quality. Manfred Bruhn presents a holistic, scientifically based approach to quality management for services, which is consistently oriented to the management process with the phases of analysis, planning, control and monitoring of quality management. Core parts of the book are procedures for measuring service quality, instruments for controlling quality and expectation management, the implementation of quality management based on ISO 9000 ff. standards as well as the EFQM model, and comprehensive quality controlling to ensure effectiveness and efficiency.
In the eleven editions to date, the work has evolved into a handbook and can be used as a reference work for the various topics of quality management for services. Individual topics of quality management or the respective chapters can be worked through independently of each other.
In the 12th edition, all chapters have been updated.In particular, the new version of the EFQM Model 2020 has been comprehensively presented.
The contents
- Basics of quality management for services
- Analysis of service quality
- Planning and control of quality management for services
- Implementation of quality management for services
- Quality controlling for services
The author
Prof. Dr. Dr. h.c. mult. Manfred Bruhn is Professor of Business Administration, in particular Marketing and Corporate Management, at the Faculty of Economics of the University of Basel and Honorary Professor at the Technical University of Munich.
Tartalomjegyzék:
Basics of quality management for services.- Analysis of service quality.- Planning and control of quality management for services.- Implementation of quality management for services.- Quality controlling for services.
Több
