Quality Management for Services: Handbook for Successful Quality Management. Principles – Concepts – Methods - Manfred Bruhn - Grāmatas - Springer-Verlag Berlin and Heidelberg Gm - 9783662670316 - 2023. gada 29. jūlijs
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Manfred Bruhn
Quality Management for Services: Handbook for Successful Quality Management. Principles – Concepts – Methods 2023 edition

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This book provides assistance for ensuring and increasing service quality. Manfred Bruhn presents a holistic, scientifically based approach to quality management for services, which is consistently oriented to the management process with the phases of analysis, planning, control and monitoring of quality management. Core parts of the book are procedures for measuring service quality, instruments for controlling quality and expectation management, the implementation of quality management based on ISO 9000 ff.

standards as well as the EFQM model, and comprehensive quality controlling to ensure effectiveness and efficiency. In the eleven editions to date, the work has evolved into a handbook and can be used as a reference work for the various topics of quality management for services. Individual topics of quality management or the respective chapters can be worked through independently of each other.

In the 12th edition, all chapters have been updated. In particular, thenew version of the EFQM Model 2020 has been comprehensively presented. The contentsBasics of quality management for servicesAnalysis of service qualityPlanning and control of quality management for servicesImplementation of quality management for servicesQuality controlling for services

634 pages, 309 Illustrations, color; 1 Illustrations, black and white; XXV, 634 p. 310 illus., 309 i

Mediji Grāmatas     Hardcover Book   (Grāmata ar cieto muguriņu un vāku)
Izlaists 2023. gada 29. jūlijs
ISBN13 9783662670316
Izdevēji Springer-Verlag Berlin and Heidelberg Gm
Lapas 634
Izmēri 176 × 246 × 39 mm   ·   1,37 kg
Valoda Angļu  

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