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Synchroservice! »
Authors: Richard J. Schonberger, Schonberger, Edward M. Jr. Knod
ISBN-13: 9780786302451, ISBN-10: 0786302453
Format: Hardcover
Publisher: Irwin Professional Publishing
Date Published: May 1994
Edition: (Non-applicable)
Author Biography: Richard J. Schonberger
Book Synopsis
In Synchroservice!, Schonberger, teaming up with Edward M. Knod, Jr., targets leading-edge world-class excellence strategies for the service industry, giving you everything you need to design and execute a synchronized service strategy. Through practical advice gleaned from years of experience, the authors give you the insight to synchronize every aspect of your organization for improved customer service - and enhanced competitive advantage!
Table of Contents
| Pt. I | Introduction to Synchroservice | 1 |
| Ch. 1 | Customers, Competitive Strategies, and Principles | 3 |
| Pt. II | Quality-Driven Connections | 23 |
| Ch. 2 | The Quality Imperative | 25 |
| Ch. 3 | Designed-In Quality | 43 |
| Ch. 4 | Quality Control and Continuous Improvement | 61 |
| Pt. III | Planning for Service Demand | 79 |
| Ch. 5 | Demand Management and Forecasting | 81 |
| Ch. 6 | Master Planning for Capacity and Service Output | 102 |
| Ch. 7 | Flow Control and Quick Response | 119 |
| Ch. 8 | Purchasing: Quest for High-Quality Suppliers | 138 |
| Ch. 9 | Managing Service Materials and Supplies | 156 |
| Pt. IV | Translating Service Demands Into Outcomes | 171 |
| Ch. 10 | Scheduling and Control of Service Jobs | 173 |
| Ch. 11 | Managing Service Projects | 188 |
| Pt. V | Service Resources: Measurement, Management, and Improvement | 205 |
| Ch. 12 | Productivity, Pay, and Recognition: The Human Side of Quality | 207 |
| Ch. 13 | Service Facility Management | 232 |
| Ch. 14 | What's Next for You and for Synchroservice? | 253 |
| Notes | 263 | |
| Index | 269 |
Subjects
Business Books
Management & Leadership Quality Control
Business Books Marketing & Sales Customer Service
Management & Leadership Quality ControlBusiness Books
Marketing & Sales Customer Service