Name: Quality Management for Services. Handbook for Successful Quality Management. Principles – Concepts – Methods (en Inglés)
Price: 88.97 USD
Availability: InStock
Author: Manfred Bruhn
ISBN: 9783662670347

portada Quality Management for Services. Handbook for Successful Quality Management. Principles – Concepts – Methods (en Inglés)

Quality Management for Services. Handbook for Successful Quality Management. Principles – Concepts – Methods (en Inglés)

Formato

Libro Físico

Editorial

Springer-Verlag Berlin and Heidelberg GmbH & Co. K

Autor

Manfred Bruhn

Año

2024

Idioma

Inglés

N° páginas

634

Encuadernación

Tapa Blanda

Dimensiones

24.00 x 16.80 cm

ISBN13

9783662670347

Quality Management for Services. Handbook for Successful Quality Management. Principles – Concepts – Methods (en Inglés)

Manfred Bruhn (Autor) · Springer-Verlag Berlin and Heidelberg GmbH & Co. K · Tapa Blanda

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Reseña del libro "Quality Management for Services. Handbook for Successful Quality Management. Principles – Concepts – Methods (en Inglés)"

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 contentsBasics of quality management for servicesAnalysis of service qualityPlanning and control of quality management for servicesImplementation of quality management for servicesQuality controlling for services