Quality Management in the Service Industry

the long version

Although quality management originated in the manufacturing industry, most of the techniques are equally applicable to service organizations. This book covers profitability and efficiency, quality costs and the development of a quality system, as well as itemizing the main elements of such a system. Users from all areas of the service industry will find it invaluable. Other topics covered include a look at the need for documentation, the why, how and wherefore of audits and a discussion of quality circles and problem solving techniques.