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

Notas: 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.Registros relacionados: En: Sloan management review. - Boulder. - Summer 1990 ; p. 29-38Materia / lugar / evento: Calidad Servicio al cliente Sector servicios Control de calidad Calidad total Estrategia empresarial Competencia Otros autores: Berry, Leonard L.
Títulos secundários: Título: Sloan management review
Outras classificações: 938