Download or read book Quality Service Management written by John Maleyeff and published by Routledge. This book was released on 2022-05-05 with total page 225 pages. Available in PDF, EPUB and Kindle. Book excerpt: Providing clear guidance for anyone servicing internal or external customers, this book offers a framework for analyzing and managing quality using a comprehensive closed-loop approach. This book cuts through the complexities of the mantra ‘better, cheaper, faster’ (BCF) and offers procedures for the evaluation of customer needs, the determination of performance metrics, and the design of effective customer satisfaction surveys. It details basic statistical techniques and packages the framework, procedures, and methods into a management construct that includes external quality certification systems and internal performance management systems. Importantly, the book also describes how these systems can be implemented in a virtual workplace. This quality management book will be essential to service-oriented firms (financial, government, healthcare, hospitality, etc.), as well as any firm with internal customer service processes such as human resource management, purchasing, and accounting. Professionals at all levels, corporate trainers, and students will welcome this book’s common set of principles and tools, accompanied by many case studies that illustrate how they are applied in various environments.

Download or read book Delivering Quality Service written by Valarie A. Zeithaml and published by Simon and Schuster. This book was released on 2010-05-11 with total page 185 pages. Available in PDF, EPUB and Kindle. Book excerpt: Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's perceptions of the value of a particular service with the customer's need for that service, provides brilliant theoretical insight into customer expectations and service delivery. For example, Florida Power & Light has developed a sophisticated, computer-based lightening tracking system to anticipate where weather-related service interruptions might occur and strategically position crews at these locations to quicken recovery response time. Offering a service that customers expect to be available at all times and that they will miss only when the lights go out, FPL focuses its energies on matching customer perceptions with potential need. Deluxe Corporation, America's highly successful check printer, regularly exceeds its customers' expectations by shipping nearly 95% of all orders by the day after the orders were received. Deluxe even put U.S. Postal Service stations inside its plants to speed up delivery time. Customer expectations change over time. To anticipate these changes, Metropolitan Life Insurance Company regularly monitors the expectations and perceptions of their customers, using focus group interviews and the authors' 22-item generic SERVQUAL questionnaire, which is customized by adding questions covering specific aspects of service they wish to track. The authors' groundbreaking model, which tracks the five attributes of quality service -- reliability, empathy, assurance, responsiveness, and tangibles -- goes right to the heart of the tendency to overpromise. By comparing customer perceptions with expectations, the model provides marketing managers with a two-part measure of perceived quality that, for the first time, enables them to segment a market into groups with different service expectations.

Download or read book Quality of Service written by Paul Ferguson and published by . This book was released on 1998-02-09 with total page 296 pages. Available in PDF, EPUB and Kindle. Book excerpt: Develop cost-effective, long-term solutions to your network traffic control problems. Even if you can find the money to do it, overengineering your network will not solve your traffic flow problems. As the authors of this groundbreaking guide clearly demonstrate, the best long-term solution to network congestion and bottlenecks can be found in a set of Quality of Service (QoS) architectures, policies, and technologies known as differentiated Classes of Service (CoS). Quality of Service is a valuable working resource for technical managers charged with solving the problem of how to handle the exploding volume of traffic on their companies' networks. The authors explore the roots of the current network traffic control crisis and they provide a realistic assessment of the gamut of standard, new, and emerging QoS/CoS technologies. They consider all crucial, design, cost, and support issues surrounding quality of service deployment for all types of networks, including intranets and multimedia networks. And they provide managers with a rational framework for finding the most cost-effective QoS/CoS solutions to their organizations' long-term networking goals. Key technical issues covered include: * Queuing disciplines, traffic shaping, and admission control techniques * Quality and differentiation hooks found in TCP/IP * Getting the most out of Frame Relay and ATM technologies * QoS/CoS techniques for dial-up services * Integrated Services Architecture and RSVP. Visit this book's companion website at www.wiley.com/compbooks/ferguson

Download or read book Service Quality written by Stephen Walter Brown and published by Lexington Books. This book was released on 1991 with total page 416 pages. Available in PDF, EPUB and Kindle. Book excerpt: To learn more about Rowman & Littlefield titles please visit us at www.rowmanlittlefield.com.

Download or read book End to end Qos Network Design written by Tim Szigeti and published by Cisco Press. This book was released on 2005 with total page 776 pages. Available in PDF, EPUB and Kindle. Book excerpt: Best-practice QoS designs for protecting voice, video, and critical data while mitigating network denial-of-service attacks Understand the service-level requirements of voice, video, and data applications Examine strategic QoS best practices, including Scavenger-class QoS tactics for DoS/worm mitigation Learn about QoS tools and the various interdependencies and caveats of these tools that can impact design considerations Learn how to protect voice, video, and data traffic using various QoS mechanisms Evaluate design recommendations for protecting voice, video, and multiple classes of data while mitigating DoS/worm attacks for the following network infrastructure architectures: campus LAN, private WAN, MPLS VPN, and IPSec VPN Quality of Service (QoS) has already proven itself as the enabling technology for the convergence of voice, video, and data networks. As business needs evolve, so do the demands for QoS. The need to protect critical applications via QoS mechanisms in business networks has escalated over the past few years, primarily due to the increased frequency and sophistication of denial-of-service (DoS) and worm attacks. End-to-End QoS Network Design is a detailed handbook for planning and deploying QoS solutions to address current business needs. This book goes beyond discussing available QoS technologies and considers detailed design examples that illustrate where, when, and how to deploy various QoS features to provide validated and tested solutions for voice, video, and critical data over the LAN, WAN, and VPN. The book starts with a brief background of network infrastructure evolution and the subsequent need for QoS. It then goes on to cover the various QoS features and tools currently available and comments on their evolution and direction. The QoS requirements of voice, interactive and streaming video, and multiple classes of data applications are presented, along with an overview of the nature and effects of various types of DoS and worm attacks. QoS best-practice design principles are introduced to show how QoS mechanisms can be strategically deployed end-to-end to address application requirements while mitigating network attacks. The next section focuses on how these strategic design principles are applied to campus LAN QoS design. Considerations and detailed design recommendations specific to the access, distribution, and core layers of an enterprise campus network are presented. Private WAN QoS design is discussed in the following section, where WAN-specific considerations and detailed QoS designs are presented for leased-lines, Frame Relay, ATM, ATM-to-FR Service Interworking, and ISDN networks. Branch-specific designs include Cisco® SAFE recommendations for using Network-Based Application Recognition (NBAR) for known-worm identification and policing. The final section covers Layer 3 VPN QoS design-for both MPLS and IPSec VPNs. As businesses are migrating to VPNs to meet their wide-area networking needs at lower costs, considerations specific to these topologies are required to be reflected in their customer-edge QoS designs. MPLS VPN QoS design is examined from both the enterprise and service provider's perspectives. Additionally, IPSec VPN QoS designs cover site-to-site and teleworker contexts. Whether you are looking for an introduction to QoS principles and practices or a QoS planning and deployment guide, this book provides you with the expert advice you need to design and implement comprehensive QoS solutions.

Download or read book Service Quality written by Roland T. Rust and published by SAGE. This book was released on 1994 with total page 201 pages. Available in PDF, EPUB and Kindle. Book excerpt: The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing.

Download or read book Delivering Satisfaction and Service Quality written by Peter Hernon and published by American Library Association. This book was released on 2001 with total page 204 pages. Available in PDF, EPUB and Kindle. Book excerpt: Good customers expect excellent service. Increasingly, library customers are looking to online services instead of to the library for information. For every library that wants to win satisfied customers and bring those that have strayed back into the library, here are proven tools to assess needs and improve service.

Download or read book Quality Facility Management written by Stormy Friday and published by John Wiley & Sons. This book was released on 1994-10-28 with total page 244 pages. Available in PDF, EPUB and Kindle. Book excerpt: As a facility manager, you're concerned with building quality into your operation but possibly unsure about how to go about it in a systematic way. Perhaps it's because a Total Quality Management program seems too imposing and costly for your department to undertake. Or maybe you're leery of certain aspects of such a concerted effort, like measuring quality or marketing facility services, because they've never been adequately explained to you. Possessing considerable backgrounds in facility management, Stormy Friday and Dave Cotts understand these uncertainties. In Quality Facility Management, they have pooled their knowledge and experience to develop a comprehensive resource that demystifies the quality movement and shows you how to apply the old-fashioned but enduring commonsense principles of quality management often overshadowed by TQM. Flecked with humor and written as if the authors were simply talking to you, this refreshing new book identifies the five major elements underpinning any effective quality facility management program and takes you step by step through each one in a detailed yet accessible way. Gradually, you learn how to put these elements all together and—by incorporating selected modern techniques—devise a program to meet your specific situation. With the help of real-world examples, checklists, and other how-to aids, Quality Facility Management reveals: Why customers must be the driving force behind your quality effort, how you can exceed customers' performance expectations, and how you can effectively recover from service mistakes How quality facility management has its roots in TQM, what constitutes the major aspects of a TQM program, and how you can implement quality facility management without a full-blown TQM program Which aspects of your operation need to be measured and evaluated, which measuring tools should be used, and how to get your customers involved in the measurement process How to develop a facility marketing plan that increases awareness of your services, improves your image as a provider, and acts as an "insurance policy" in retaining the support of senior management in the face of organizational upheaval How to engineer a program of continuous quality improvement by assuming a specific leadership role, empowering frontline staff, instituting effective customer service training, and partnering with vendors The final chapter provides a bounty of practical case histories of companies that are realizing quality facility management right now, including major organizations like Celestica, Bell Atlantic, Hewlett-Packard, and Lockheed. Here, you'll find ample evidence of quality tools and strategies at work—from interior preventive maintenance crews to staff productivity improvements, infrastructure planning teams to customer satisfaction programs. Indeed, whether you're in the public or private sector, in a large or small facility, part of an in-house organization or a contracted firm, Quality Facility Management enables you to plan, organize, staff, direct, and evaluate for quality, so that you maximize your department's responsiveness to customers and your value to top management. Quality facility management is the only way to do business. Here's the only way to do quality facility management. Facility managers want to answer the call for quality but many feel they don't have the resources or guidance to make it an essential feature of their operation. Total Quality Management programs require too much of them and various aspects of the quality effort, whether it's quality measurement or facility marketing, seem hard to carry out or even beside the point. Finally there's a sensible guide that enables you to build quality into your department simply by applying basic, old-fashioned quality principles and selected modern techniques—Quality Facility Management With the assistance of examples, checklists, and other handy tools, this invigorating resource reveals the five key aspects of quality facility management and shows you how to bring them all together to develop a program that fits your particular circumstances. Emphasizing why your customers are the driving force behind your quality efforts, Quality Facility Management helps you: Surpass customers' performance expectations and recover effectively from even the most damaging mistakes Provide quality facility management without implementing a formal TQM program Accurately measure critical aspects of your operation and act effectively on that feedback Devise a facility marketing plan that enhances your department's image with customers and top management Put a program of continuous quality improvement into effect through leadership, staff training and empowerment, vendor collaborations, and other proven means Packed with case studies of facility managers who are building quality into their operation, Friday and Cotts's Quality Facility Management illustrates how your quest for quality can dramatically upgrade customer and senior management satisfaction—without draining department resources.

Download or read book Total Quality Service written by D.H. Stamatis and published by CRC Press. This book was released on 1995-08-01 with total page 336 pages. Available in PDF, EPUB and Kindle. Book excerpt: Total Quality Service rises to the business challenge of the 90s. It explains in the most concise terms possible the principles of TQS. The research stands-most unhappy customers do not complain. Instead, they never again buy from businesses that just once left them unsatisfied. What then is TQS? In the simplest terms, it is the true commitment to operationalizing the concept of customer focus, establishing service performance standards, measuring performance against benchmarks, recognizing and rewarding exemplary behavior, and maintaining enthusiasm for the customer at all times. Companies that do not provide quality service not only won't compete-they won't exist. Let Total Quality Service put you and your employees on the cutting edge of customer satisfaction.

Download or read book Delivering Quality Service written by Valarie A. Zeithaml and published by Simon and Schuster. This book was released on 1990 with total page 248 pages. Available in PDF, EPUB and Kindle. Book excerpt: Business.

Download or read book Review of Food Safety and Quality Service Operations written by United States. Congress. House. Committee on Agriculture. Subcommittee on Livestock and Grains and published by . This book was released on 1978 with total page 128 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book The SAGE Encyclopedia of Quality and the Service Economy written by Su Mi Dahlgaard-Park and published by SAGE Publications. This book was released on 2015-05-29 with total page 1996 pages. Available in PDF, EPUB and Kindle. Book excerpt: Society, globally, has entered into what might be called the "service economy." Services now constitute the largest share of GDP in most countries and provide the major source of employment in both developed and developing countries. Services permeate all aspects of peoples’ lives and are becoming inseparable from most aspects of economic activity. "Quality management" has been a dominating managerial practice since World War II. With quality management initially associated with manufacturing industries, one might assume the relevance of quality management might decrease with the emergence of the service economy. To the contrary, the emergence of the service economy strengthened the importance of quality issues, which no longer are associated only with manufacturing industries but are increasingly applied in all service sectors, as well. Today, we talk not only about product or service quality but have even expanded the framework of quality to quality of life and quality of environment. Thus, quality and services have emerged in parallel as closely interrelated fields. The Encyclopedia of Quality and the Service Economy explores such relevant questions as: What are the characteristics, nature, and definitions of quality and services? How do we define quality of products, quality of services, or quality of life? How are services distinguished from goods? How do we measure various aspects of quality and services? How can products and service quality be managed most effectively and efficiently? What is the role of customers in creation of values? These questions and more are explored within the pages of this two-volume, A-to-Z reference work.

Download or read book Assessing Service Quality written by Peter Hernon and published by American Library Association. This book was released on 2015-05-12 with total page 507 pages. Available in PDF, EPUB and Kindle. Book excerpt: This extensively revised and updated edition explores even further the ways technology influences both the experiences of library customers and the ways libraries themselves can assess those experiences.

Download or read book Good Services written by Louise Downe and published by BIS Publishers. This book was released on 2020-03-03 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Service design is a rapidly growing area of interest in design and business management. There are a lot of books on how to get started, but this is the first book that describes what a "good" service is and how to design one. This book lays out the essential principles for building services that work well for users. Demystifying what we mean by a "good" and "bad" service and describing the common elements within all services that mean they either work for users or don't. A practical book for practitioners and non-practitioners alike interested in better service delivery, this book is the definitive new guide to designing services that work for users.

Download or read book Applications of Quality Control in the Service Industries written by A. C. Rosander and published by CRC Press. This book was released on 1985-12-20 with total page 400 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book discusses basic concepts, principles, and quality characteristics in the service industries, an understanding of the techniques and their applications. It helps to close the gap between proven principles and successful applications.

Download or read book IP Quality of Service written by Srinivas Vegesna and published by Cisco Press. This book was released on 2001 with total page 376 pages. Available in PDF, EPUB and Kindle. Book excerpt: The complete resource for understanding and deploying IP quality of service for Cisco networks Learn to deliver and deploy IP QoS and MPLS-based traffic engineering by understanding: QoS fundamentals and the need for IP QoS The Differentiated Services QoS architecture and its enabling QoS functionality The Integrated Services QoS model and its enabling QoS functions ATM, Frame Relay, and IEEE 802.1p/802.1Q QoS technologies and how they work with IP QoS MPLS and MPLS VPN QoS and how they work with IP QoS MPLS traffic engineering Routing policies, general IP QoS functions, and other miscellaneous QoS information Quality-of-service (QoS) technologies provide networks with greater reliability in delivering applications, as well as control over access, delay, loss, content quality, and bandwidth. IP QoS functions are crucial in today's scalable IP networks. These networks are designed to deliver reliable and differentiated Internet services by enabling network operators to control network resources and use. Network planners, designers, and engineers need a thorough understanding of QoS concepts and features to enable their networks to run at maximum efficiency and to deliver the new generation of time-critical multimedia and voice applications. "IP Quality of Service" serves as an essential resource and design guide for anyone planning to deploy QoS services in Cisco networks. Author Srinivas Vegesna provides complete coverage of Cisco IP QoS features and functions, including case studies and configuration examples. The emphasis is on real-world application-going beyond conceptual explanations to teach actual deployment. "IP Quality of Service" is written for internetworking professionals who are responsible for designing and maintaining IP services for corporate intranets and for service provider network infrastructures. If you are a network engineer, architect, manager, planner, or operator who has a rudimentary knowledge of QoS technologies, this book will provide you with practical insights on what you need to consider when designing and implementing various degrees of QoS in the network. Because incorporating some measure of QoS is an integral part of any network design process, "IP Quality of Service" applies to all IP networks-corporate intranets, service provider networks, and the Internet.

Download or read book End to End Quality of Service Over Heterogeneous Networks written by Torsten Braun and published by Springer Science & Business Media. This book was released on 2008-08-02 with total page 277 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book, one of the first of its kind, presents mechanisms, protocols, and system architectures needed to attain end-to-end Quality of Service over heterogeneous wired and wireless networks in the Internet.