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Delivering Quality Service Paperback – 1 April 2009
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For example, Florida Power & Light has developed a sophisticated, computer-based lightening tracking system to anticipate where weather-related service interruptions might occur and strategically position crews at these locations to quicken recovery response time. Offering a service that customers expect to be available at all times and that they will miss only when the lights go out, FPL focuses its energies on matching customer perceptions with potential need. Deluxe Corporation, America's highly successful check printer, regularly exceeds its customers' expectations by shipping nearly 95% of all orders by the day after the orders were received. Deluxe even put U.S. Postal Service stations inside its plants to speed up delivery time.
David B. Luther Senior Vice President, Corporate Director -- Quality, Corning Incorporated In this pathbreaking book, the authors have taken the little-understood notion of service quality and broken it down into very well-defined, manageable increments that are tightly linked to customer perceptions. Everyone concerned with quality, in any form, needs to read and understand "Delivering Quality Service."
George J. Stasick Manager of Customer Services & Customer Relations, J.C. Penney Company, Inc. In my opinion, "Delivering Quality Service" will be a best seller. It will certainly be 'must' reading for retailers in the 1990s.
Joel D. Raphael Director, AT&T Communications "Delivering Quality Service" should be required reading for anyone in a service business.
Roger J. Dow Vice President, Sales and Marketing Services, Marriott Corporation Finally, a "real world" approach to improving service quality which provides a framework for action and a road map for success. "Delivering Quality Service" will be a landmark work as we tackle the biggest challenge of the 1990s.
Thomas R. Elsman Strategic Planning Manager, Customer Service Division, E.I. Du Pont de Nemours & Company The beauty of "Delivering Quality Service" is that not only do the authors break new ground in service quality and improvement, but the cumulative benefits of their work will serve as a step-by-step handbook.
About the Author
- Publisher : Free Press (1 April 2009)
- Language : English
- Paperback : 240 pages
- ISBN-10 : 1439167281
- ISBN-13 : 978-1439167281
- Dimensions : 15.24 x 1.52 x 22.86 cm
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It's a must read that is easy to read and full of passion.