Quality Management for Services by Manfred Bruhn
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 contents
- Basics of quality management for services
- Analysis of service quality
- Planning and control of quality management for services
- Implementation of quality management for services
- Quality controlling for services
Dipl. Kfm. Michael Boenigk ist wissenschaftlicher Mitarbeiter am Lehrstuhl von Prof. Bruhn.
| SKU | Unavailable |
| ISBN 13 | 9783662670347 |
| Title | Quality Management for Services |
| Author | Manfred Bruhn |
| Condition | Unavailable |
| Binding Type | Paperback |
| Publisher | Springer-Verlag Berlin and Heidelberg GmbH & Co. KG |
| Year published | 2024-07-29 |
| Number of pages | 634 |
| Cover note | Book picture is for illustrative purposes only, actual binding, cover or edition may vary. |
| Note | Unavailable |