QualityGeneral OverviewThe Gurus' DefinitionFunctional Characteristics of the Term QualityProduct versus ServiceOverview Examples: Retail, Banking, RestaurantProcess Examples of ProcessVariationCost of Quality Appraisal, Prevention, and Internal and External FailureCommunication and ManagementQuality Service Implementation StrategyOverviewChange and Paradigm ShiftA Generic Model for Continuous ImprovementThe Models of Implementation The Project Management Model Quality Management Implementation of TQS TQS and PM The Influence of PM in the Implementation ProcessThe ISO 9000 ModelThe Deming Model Deming's 14 Points Deming's 7 Deadly Sins Implementation Strategy: Points and QuestionsExamples of Implementation StrategyTeams and EmpowermentOverviewTeamsTeam and Quality Typical Implementation Steps Intent of the Action Is Met WhenEducation/Training Typical Implementation Steps Intent of the Action Is Met When Rewards Typical Implementation Steps Intent of the Action Is Met WhenEmpowermentHow to Empower Your EmployeesConflict ResolutionOverviewHow to Handle Difficult PeopleHow to Manage Negative PeopleCustomer Service and SatisfactionOverviewMeasurementDevelopment of a QuestionnairePreliminary Steps to an Effective SurveyA Typical Questionnaire Evaluation FormMaking Sense of Your DataPresenting Your ResultsExample of Customer ServiceBenchmarking in ServiceOverviewBasic StepsAdvanced StepsExample of Defining the Process of BenchmarkingProblem Solving and Tools Used in the Service OrganizationsThe Six Steps of Problem-Solving ProcessPointers on Problem SolvingProblem-Solving ToolsGraphical PresentationStatistical Process ControlControl Charts Control Limits Control Charting Goals Control Charting Development Control Charting InterpretationISO 9000 and Service QualityOverview of the GuidelinesQuality Management and Quality Assurance StandardAppendices How to design, implement and manage a SUPERIOR customer service program Key components of customer service How to establish a customer service plan for your company The customer service test How to identify the current condition A generic continual improvement tool matrix Examples of cost of quality items in serviceSelected BibliographyIndex
