Téléchargez le livre : Quality Management for Services

Quality Management for Services

Handbook for Successful Quality Management. Principles – Concepts – Methods de

Éditeur :

Springer


Paru le : 2023-07-28

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Description

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 servicesAnalysis of service qualityPlanning and control of quality management for servicesImplementation of quality management for servicesQuality controlling for services
Pages
634 pages
Collection
n.c
Parution
2023-07-28
Marque
Springer
EAN papier
9783662670316
EAN PDF
9783662670323
Informations sur l'ebook
Nombre pages copiables
6
Nombre pages imprimables
63
Taille du fichier
6359 Ko
Prix
84,39 €
EAN EPUB
9783662670323
Informations sur l'ebook
Nombre pages copiables
6
Nombre pages imprimables
63
Taille du fichier
144333 Ko
Prix
84,39 €

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