Centro de Documentacion de Fundación MAPFRE - Five imperatives for improving service quality

MAP20071011715

Five imperatives for improving service quality / Leonard L. Berry ...[et al.]

Sumario: Define the service role -- Communicate and reinforce service standards -- Compete for talent - and use it -- Squelching talent through rule book management -- The search for fresh ideas -- Emphasize service teams -- Working at teamwork -- Go for reliability -- Building a"do-it-right-first" attitude -- Be great at problem resolution -- Three prescriptions -- Agenda for the 1990s -- Appendix: research program

En: Sloan management review. - Boulder. - Summer 1990 ; p. 29-38

1. Calidad . 2. Servicio al cliente . 3. Sector servicios . 4. Control de calidad . 5. Calidad total . 6. Estrategia empresarial . 7. Competencia . I. Berry, Leonard L. . II. Título. III. Título: Sloan management review.