Managing quality in the service sector

This book is about the improvement of performance in service and administration when there may be no tangible "product" or output. It is about how those organisations can come to understand what is important to themselves and their customers and how they organise to deliver it. It is about how that message is transmitted through the organisation to the doers. those whose actions ultimately leas to the strategy of the organisation being delivered. It is about giving a mechanism to measure, manage and improve performance in an environment that often seems to militate against such measurement. The book describes a process for improvement and the steps needed to make that process happen at all levels within the organisation. Various tools and techniques to assist in the process are also given. It is not, however, meant as a "Royal Road" or prescriptive set of rules that all have to apply. There are many choices - this book highlights these. It is weitten in the early chapters to appeal to those who must understand how the strategy they set has to be driven down the organisation into workable parts that can then be made real. Later chapters give techniques to take this and manage the process for improvement. Finally, a case study shows the whole process in action.