This practical, self-study book was developed to help you establish and manage a quality service operation.

An essential quality management resource for students and practitioners alike—now in its sixth edition This popular and highly successful text on Quality Mana

The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corpora

As a facility manager, you're concerned with building quality into your operation but possibly unsure about how to go about it in a systematic way. Perhaps it's

We are in what many call “The Age of the Customer.” Customers are empowered more than ever before and demand a high level of customer attention and service. T