{"product_id":"design-and-management-of-service-processes-keeping-customers-for-life-9780201633832","title":"Design and Management of Service Processes: Keeping Customers for Life","description":"\u003cp\u003eIn recent times  the role of service has become a critical differentiator between companies that are merely ordinary and those that are truly exceptional. Companies can create and maintain a competitive advantage and can keep loyal customers returning for life by consistently delivering a level of service that delights customers. To do this  exceptional quality needs to be designed into the service when it is first created  and maintained through the life of the service. This book  intended for managers in both manufacturing and service industries  shows you how to design customer delighting service by applying well known Total Quality Development (TQD) and Total Quality Management (TQM) principles. The book is a detailed  step-by-step guide that describes the state-of-the-art tools and methods such as Quality Function Deployment  Functional Analysis  Experimental Design and Simulation that you need to create  implement  manage and improve the processes by which service is provided so that you can consistently exceed your customers expectations and keep your firm competitive in your industry. In this book  through numerous examples and a single  large-scale case study  you will learn how to determine customers expectations for the service  develop design specifications based on a quantitative assessment of customer satisfaction  generate and evaluate different service design solutions based on these specifications and select the solutions that deliver the highest performance at the most reasonable cost  and monitor and continually improve your designed services. At every point  the book offers concrete and specific recommendations that can be immediately applied to your business for real improvements in service quality and customer satisfaction.\u003c\/p\u003e","brand":"My Store","offers":[{"title":"Default Title","offer_id":45655771578421,"sku":"ByrdShop_0201633833","price":101.6,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0627\/8139\/0901\/files\/9780201633832.jpg?v=1781940274","url":"https:\/\/atxbooks.com\/products\/design-and-management-of-service-processes-keeping-customers-for-life-9780201633832","provider":"ATX Books","version":"1.0","type":"link"}