Firing on all cylinders : the service/quality system for high-powered corporate performance /
by Clemmer, Jim; Sheehy, Barry.
Material type:
BookPublisher: Homewood, Ill. : Business One Irwin, c1992Description: xvii, 392 p. : 24 cm.ISBN: 1556237049.Subject(s): Total quality management | Customer services | Executive ability| Item type | Current location | Collection | Call number | Copy number | Status | Date due | Barcode |
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Books
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Dhaka University Library General Stacks | Non Fiction | 658 CLF (Browse shelf) | 1 | Available | 403305 |
Includes bibliographical references (p. 347-377) and index.
The service/quality revolution -- What is "service/quality"? -- Richochets, recoveries, and bridges -- Dysfunctional assumptions -- A new organizational paradigm -- At the service/quality crossroads -- Cylinder one : signaling commitment -- Cylinder two : listening to internal/external customers -- Cylinder three : education and awareness -- Cylinder four : hiring and orienting -- Developing the skills to go the distance -- Cylinder five : personal skills -- Cylinder six : coaching skills -- Cylinder seven : team skills -- Cylinder eight : systems -- Cylinder nine : reward and recognition -- Cylinder 10 : improvement activities -- Cylinder 11 : standards and measures -- Cylinder 12 : marketing strategies -- Deployment : infrastructure, planning and reporting, and assigned responsibilities -- Getting it together -- Let's end with your beginning.
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