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Dienstleistungsqualitt durch Total Quality Management

Dienstleistungsqualitt durch Total Quality Management

Brand
Springer Nature
Manufacturer
N/A
Part Number
0
GTIN
9783824464289
Condition
New
Product Description

Gegenwrtig rckt das Thema Dienstleistungsqualitt immer mehr in den Fokus betriebswirtschaftlicher Praxis. Leistungs- bzw. Servicequalitt werden zunehmend zum erfolgsbestimmenden Faktor sowohl fr Dienstleistungs- als auch fr Industrieunternehmen. Anke Bovermann erarbeitet auf der Grundlage eines Praxisbeispiels aus dem Dienstleistungsbereich eine Strategie, fr deren Umsetzung ein ganzheitliches Verstndnis des Total Quality Managements notwendig ist. So gelten die Normen DIN EN ISO 9000ff. ebenso als Baustein fr eine erfolgreiche Umsetzung der Qualittsorientierung wie die stndige Reorganisation des Unternehmens durch Konzepte wie Business Process Management und Benchmarking. Der Ansatz des Masscustomisation soll hierbei den dienstleistungsspezifischen Problemen begegnen.

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