This book illustrates TQM concepts as they apply to service organizations where a product may or may not be involved. It addresses nine key management areas including cultivating relationships with customers and capacity management.
About the Author
Frank W. Davis. Jr and Karl Manrodt are both Professors of Marketing, Logistics and Transportation, University of Tennessee, Knoxville, USA.
Features
* Illustrates how to become more responsive to th needs of individual customers * Integrates theory from many different disciplines including - management - marketing - informationn systems - economics - law - logistics * Contains numerous examples
