Service Success! Lessons From a Leader on How to Turn Around a Service Business Singled out by Fortune and The New York Times as a remarkable manager, Dan Kaplan has pioneered a revolutionary new system for measuring service quality to help managers keep track of intangibles in a service business. Provides a straightfo
| TITLE | : | Service Success! Lessons From a Leader on How to Turn Around a Service Business |
| AUTHOR | : | |
| RATING | : | 4.85 (263 Votes) |
| ASIN | : | 0471591297 |
| FORMAT TYPE | : | Hardcover |
| NUMBER of PAGES | : | 272 Pages |
| PUBLISH DATE | : | 0000-00-00 |
| GENRE | : |
Singled out by Fortune and The New York Times as a remarkable manager, Dan Kaplan has pioneered a revolutionary new system for measuring service quality to help managers keep track of intangibles in a service business. Provides a straightforward, practical case study of managing for excellence along with invaluable insight into the potentials and limitations inherent in the management systems under which organizations operate.
EDITORIAL :
From Publishers Weekly Total quality management (TQM) is the most significant managerial theory since 1980; unfortunately, its basic tenets are often obscured by numbing jargon and mathematical formulas. Kaplan, president of Hertz Equipment Rental Corp., and Rieser, a former editor at Fortune , here craft one of the best applied TQM studies to appear this season. Starting with "a set of simple methods that will enable managers to become more effective and productive," the authors describe the turnaround policies (statistical benchmarking, constantly refining service standards and building trust through commitment) employed by Kaplan at Hertz. While the authors' observations on operations management and financial controls are useful, their elaborations on corporate culture, management development and business ethics are particularly strong. Copyright 1994 Reed Business Information, Inc. <
REVIEW :
These people are all collectors and, in many cases, there is a lot of stuff in their homes. I bought this book for my Dad for Father's Day! He is a hobby plane flier and I wanted to get him something to log all of his flights with his remote control planes - he loved it! This is a great and perfect idea for remote control plane hobbyists! :). Shared pain draws Cynna to Cullen, even as she knows she must not lose her heart to him being quite aware of the Lupi stance on exclusive relationships. Lots of repetition, read like it as written in a hurry, or not edited. Not sure how many ways you can describe darkness? But Steve can do it a hundred different ways, and he often does.
That aside, I read a LOT of indie stuff and it's mostly regurgitated stories from the past. Do not misunderstand me; I'm not saying a beginner cannot use this bookby all means, get inspired :D However, the
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