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Quality management in the service industry

— Stebbing, Lionel - Nama Orang;

This book is drawn from the author's wide 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. Since this book covers profitability and efficiency, quality costs, and the development of a quality management system, as well as itemizing the main elements of such a system, users from all areas of the service industry will find it invaluable. Other topics covered include a look at the need for documentation, the why, how and wherefore ofaudis, and a discussion of quality circles and problem solving techniques.

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