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Quality Facility Management : A Marketing and Customer Service Approach

Quality Facility Management : A Marketing and Customer Service Approach - 95 edition

ISBN13: 978-0471023227

ISBN13: 978-0471023227
ISBN10: 0471023221
Cover type: Hardback
Edition/Copyright: 95
Publisher: John Wiley & Sons, Inc.
Published: 1995
International: No

List price: $110.00

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Quality Facility Management : A Marketing and Customer Service Approach - 95 edition

ISBN13: 978-0471023227

Stormy Friday

ISBN13: 978-0471023227
ISBN10: 0471023221
Cover type: Hardback
Edition/Copyright: 95
Publisher: John Wiley & Sons, Inc.

Published: 1995
International: No
Summary

Stressing the facility manager's role as pro-active strategist and marketer, this compact, up-to-the-minute, user-friendly guide provides a detailed explanation of the tools and techniques needed to implement a customer service program. Features pertinent advice on how to effectively market the facility department within the organization. Covers all current management theory including TQM and the business climate of rightsizing. Includes self-evaluation forms, quizzes, exercises and checklists which enable readers to assess where their department is and how they can set benchmarks for improvement.

Table of Contents

Quality and Customer Service Are Synonymous with FM.

Total Quality Management (TQM) Principles and Quality FM.

Measuring Quality and Customer Satisfaction with Facility Services.

The Importance of Marketing Facility Services.

The Concept of Continuous Improvement.

The Quality Management Way: Best Practices.

Appendix.
Bibliography.
Index.

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