But We are Different: Quality for the Service Sector

by JohnMacDonald (Author)

• Used

  Hardcover
  1993

  $11.36

  This book highlights the desperate need for quality improvement in a variety of service organizations. Experience and research indicates that the waste of resources in the services sector amounts to more that 30% of operating costs. Additionally, customers are not getting the services they demand. However, a major barrier to progress lies in the service perception that the lessons of quality management only have practical applications in manufacturing. We do not make things so we are different . Quality Sells Services recognizes the differences in the service sector and explains them in a wide range of areas. It demonstrates that they are common principles which apply to all organizations. The book describes these principles and then provides a practical guide to their implementation in each area.