Firing on All Cylinders: The Service/Quality System for High-Powered Corporate Performance

ISBN-13: 9780771591662 / Angielski / Miękka / 1992 / 392 str.

Jim Clemmer

Opis

Firing on All Cylinders is based on the experiences of hundreds of public sector and business organizations improving their service/quality to master a rapidly changing world. This book brings together three organizational performance fields that have, until now, been distinct and separate. These are: 1. Customer Service - developing high perceived value and responsiveness 2. Quality Improvement - reducing defects and mistakes while increasing productivity through improved process and system control 3. Organization Development - building leadership skills and sustaining cultural change