Download or read book Service Quality and Productivity Management written by Jochen Wirtz and published by Ws Professional. This book was released on 2017 with total page 80 pages. Available in PDF, EPUB and Kindle. Book excerpt: Preface -- Introduction -- Integrating service quality and productivity strategies -- What is a service quality? -- Identifying and correcting service quality problems -- Measuring service quality -- Soft and hard service quality measures -- Learning from customer feedback -- Hard measures of service quality -- Tools to analyze and address service quality problems -- Return on quality -- Defining and measuring productivity -- Improving service productivity -- Conclusion -- Summary -- Endnotes
Download or read book Service Productivity Management written by H. David Sherman and published by Springer Science & Business Media. This book was released on 2006-09-10 with total page 344 pages. Available in PDF, EPUB and Kindle. Book excerpt: Here is an in-depth guide to the most powerful available benchmarking technique for improving service organization performance — Data Envelopment Analysis (DEA). The book outlines DEA as a benchmarking technique, identifies high cost service units, isolates specific changes for elevating performance to the best practice services level providing high quality service at low cost and most important, it guides the improvement process.
Download or read book Total Productivity Management TPmgt written by David J. Sumanth and published by CRC Press. This book was released on 1997-10-27 with total page 428 pages. Available in PDF, EPUB and Kindle. Book excerpt: Poised to influence innovative management thinking into the 21st century, Total Productivity Management (TPmgt), written by one of the pioneers of productivity management, has been a decade in the making. This landmark publication is the most extensive book available on the subject of total productivity management. At a time when downsizing and layoffs are the norm, this innovative and highly organized book shows you how to treat human resource situations with a caring, customer-oriented, yet competitive attitude through integration of technical and human dimensions. This book makes use of a set of proven models and provides a systematic framework and structure to link total productivity to an organization's profitability. Total Productivity Management describes the tasks required of all constituents in an understandable format that they can relate to and by which regards can be realized for performance in all resource categories including direct labor, administrative staff, managers, professional personnel, materials, liquid assets, technologies, energy, and other areas.
Download or read book Integrating Productivity and Quality Management Second Edition written by Johnson Edosomwan and published by CRC Press. This book was released on 1995-06-16 with total page 418 pages. Available in PDF, EPUB and Kindle. Book excerpt: This second edition details all productivity and quality methodologies, principles and techniques, and demonstrates how they interact in the three phases of the productivity and quality management triangle (PQMT): measurement, control and evaluation; planning and analysis; and improvement and monitoring. This edition features material on practical strategies for implementing quality programmes, balancing productivity and quality results , resolving quality problems and empowering employees.
Download or read book Managing Service Productivity written by Ali Emrouznejad and published by Springer. This book was released on 2014-07-31 with total page 405 pages. Available in PDF, EPUB and Kindle. Book excerpt: This volume describes how frontier efficiency methodologies such as Data Envelopment Analysis (DEA) and other techniques such as multi-criteria decision making can help service industries to improve their performance by providing a ranking of best-practice efficient service units and by identifying sources of inefficiency for each service unit. It explains how they can be used to determine potential improvement targets for each of the inefficient service units, to identify peers for each service organization and to provide a basis for continuous performance improvement. Presenting applications in a variety of industries, this book will be useful for the service management to improve service productivity, profitability, sustainability and quality and effectiveness of service deliveries. A free trial version of the World’s leading Data Envelopment Analysis Software (PIM-DEA) is available for readers of this book.
Download or read book The Benchmarking Management Guide written by and published by Productivity Press. This book was released on 1993-06-01 with total page 260 pages. Available in PDF, EPUB and Kindle. Book excerpt: Written for managers, this powerful guide produced by the American Productivity and Quality Center (APQC), outlines the fundamentals for planning, organizing, and introducing benchmarking into the workplace. Filled with information gleaned from surveys of 87 International Benchmarking Clearinghouse members, it provides unique insight, enabling organizations to better plan their own benchmarking efforts. Within eight appendices, there is a wide spectrum of additional useful knowledge, including definitions of legal and moral behavior in the context of benchmarking, and a comparison of the numerous steps involved in its implementation. The text also includes an extensive bibliography of benchmarking and total quality management literature.
Download or read book Service Quality Management written by Peter D. Mauch and published by Dr Peter D Mauch. This book was released on 2008 with total page 103 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book The Quality productivity Connection in Service sector Management written by John Clark Shaw and published by Van Nostrand Reinhold Company. This book was released on 1978 with total page 168 pages. Available in PDF, EPUB and Kindle. Book excerpt: USA. Monograph outlining management techniques for increasing quality standard, labour productivity and profitability - describes a management policy focusing on successful organizational planning, efficiency in resource allocation and operational management in context with competitiveness among businesses and reduced need for quality control. Diagrams.
Download or read book Improving Public Sector Productivity written by Ellen Doree Rosen and published by SAGE. This book was released on 1993-07-22 with total page 292 pages. Available in PDF, EPUB and Kindle. Book excerpt: This volume shows how public agencies can be made more efficient and humane, providing practical guidance to enhance both service quality and client satisfaction at local, state and national levels. Examples focus on the issues of quality management, improving service delivery, job reorganization and worker empowerment.
Download or read book Total Quality and Productivity Management in Health Care Organizations written by Vincent K. Omachonu and published by Inst of Industrial Engineers. This book was released on 1991-01-01 with total page 298 pages. Available in PDF, EPUB and Kindle. Book excerpt: After examining the productivity and quality issues unique to the health-care industry, Omachonu moves on to total service quality management and productivity measurement. Managing productivity, profitability, and price recovery is thoroughly covered, taking into account issues such as physicians practice patterns and hospital efficiency. Omachonu wraps up with an examination of technology management in health-care organizations and the role of management engineers in total quality management in health care. Annotation copyrighted by Book News, Inc., Portland, OR
Download or read book Quality Management for Services written by Manfred Bruhn and published by Springer Nature. This book was released on 2023 with total page 645 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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, implementation and controlling 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 previous 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. The contents Principles 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 Business and Economics of the University of Basel (Switzerland) and Honorary Professor at the Technical University of Munich (Germany). The translation was done with the help of artificial intelligence. A subsequent human revision was done primarily in terms of content.
Download or read book Managing Quality written by Barrie G. Dale and published by John Wiley & Sons. This book was released on 2016-06-21 with total page 352 pages. Available in PDF, EPUB and Kindle. Book excerpt: An essential quality management resource for students and practitioners alike—now in its sixth edition This popular and highly successful text on Quality Management has been fully revised and updated to reflect recent developments in the field. New to the Sixth Edition is timely coverage of agile development, emerging markets, product research, evidence based decision-making, and quality control. Some of the material has been re-ordered and changes to terminology have been made to bring the book completely up to date. Contributions from new co-author David Bamford offer insights from a veteran teacher and practitioner. A popular resource for students, academics, and business practitioners alike Combines the latest information on quality management system series standards with up-to-date tools, techniques and quality systems Includes insights on quality, operations management, and strategic process improvement Highly relevant for professionals, particularly those involved with reacting to rapid developments in the global market The word "quality" has many definitions, dependent on context and situation. It is often over-used but always in-demand, and it can make or break a business. Quality management is becoming an increasingly vital factor in the success of a product or service, and it requires constant attention and a continuous drive to do better. Managing Quality is a comprehensive resource that helps you ensure – and sustain – high quality standards.
Download or read book Integrating Productivity and Quality Management written by Johnson Edosomwan and published by CRC Press. This book was released on 1995-06-16 with total page 406 pages. Available in PDF, EPUB and Kindle. Book excerpt: This second edition details all productivity and quality methodologies, principles and techniques, and demonstrates how they interact in the three phases of the productivity and quality management triangle (PQMT): measurement, control and evaluation; planning and analysis; and improvement and monitoring. This edition features material on practical
Download or read book The Service Productivity and Quality Challenge written by P.T. Harker and published by Springer Science & Business Media. This book was released on 2012-12-06 with total page 511 pages. Available in PDF, EPUB and Kindle. Book excerpt: 3 While all of these explanations seem to have merit, there is one dominant reason why the percentage of GDP and employment dedicated to services has continued to increase: low productivity. According to Baumol's cost disease hypothesis (Baumol, Blackman, and Wolff 1991), the growth in services is actually an illusion. The fact is that service-sector productivity is improving slower than that of manufacturing and thus, it seems as if we are consuming more services in nominal terms. However, in real terms, we are consuming slightly less services. That is, the increase in the service sector is caused by low productivity relative to manufacturing. The implication of Baumol's cost disease is the following. Assuming historical productivity increases for manufacturing, agriCUlture, education and health care, Baumol (1992) shows that the U. S. can triple its output in all sectors within 50 years. However, due to the higher productivity level for manufacturing and agriculture, it will take substantially more employment in services to achieve this increase in output. To put this argument in perspective, simply roll back the clock 100 years or so and replace the words manufacturing with agriculture, and services with manufacturing. The phenomenal growth in agricultural productivity versus manufacturing caused the employment levels in agriculture in the U. S. to decrease rapidly while producing a truly unbelievable amount of food. It is the low productivity of services that is the real culprit in its growth of GDP and employment share.
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 Managing Service Quality written by Paul Kunst and published by . This book was released on 1995 with total page 204 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Download or read book ICMLG2013 Proceedings of the International Conference on Management Leadership and Governance written by and published by Academic Conferences Limited. This book was released on 2013 with total page 468 pages. Available in PDF, EPUB and Kindle. Book excerpt:
