Total Quality Service: How Organizations Use It to Create a Competitive Advantage

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Total Quality Service: How Organizations Use It to Create a Competitive Advantage image
ISBN-10:

013923392X

ISBN-13:

9780139233920

Author(s): Brown, Stanley
Released: Feb 01, 1993
Publisher: PRENTICE/HALL
Format: Hardcover, 258 pages
Related ISBN: 9780130910349

Description:

Total Quality Service is based on case histories and interviews with companies around the world, including American Express, Toyota, The Royal Bank, Northern Telecom and Four Seasons Hotels. By drawing on the experience of these experts, the book provides examples of service strategies selected from the best practices; ranges of training options; internal and external research tools; and service assessment.

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