Service/Quality Solution : Using Service Management to Gain Competitive Advantage

All organizations want to increase productivity, profits, and market share through quality improvement. "The Service/Quality Solution" presents a service management approach to building competitive advantage and surviving the pressures within today's marketplace.

This book shows readers how to "think service management", to make more strategic decisions and develop effective approaches to data analysis and performance measurement.

It helps readers shift from a "product producing" to a "service providing" perspective.