Clemmer, Jim 1956-
Firing on all cylinders : the service/quality system for high-powered corporate performance / Jim Clemmer with Barry Sheehy and Achieve International/Zenger Miller Associates. - Homewood, Ill. : Business One Irwin, c1992. - xvii, 392 p. : 24 cm.
Includes bibliographical references (p. 347-377) and index.
The service/quality revolution -- What is "service/quality"? -- Richochets, recoveries, and bridges -- Dysfunctional assumptions -- A new organizational paradigm -- At the service/quality crossroads -- Cylinder one : signaling commitment -- Cylinder two : listening to internal/external customers -- Cylinder three : education and awareness -- Cylinder four : hiring and orienting -- Developing the skills to go the distance -- Cylinder five : personal skills -- Cylinder six : coaching skills -- Cylinder seven : team skills -- Cylinder eight : systems -- Cylinder nine : reward and recognition -- Cylinder 10 : improvement activities -- Cylinder 11 : standards and measures -- Cylinder 12 : marketing strategies -- Deployment : infrastructure, planning and reporting, and assigned responsibilities -- Getting it together -- Let's end with your beginning.
1556237049
91044281
Total quality management.
Customer services.
Executive ability.
HD62.15 / .C54 1992
658 / CLF
Firing on all cylinders : the service/quality system for high-powered corporate performance / Jim Clemmer with Barry Sheehy and Achieve International/Zenger Miller Associates. - Homewood, Ill. : Business One Irwin, c1992. - xvii, 392 p. : 24 cm.
Includes bibliographical references (p. 347-377) and index.
The service/quality revolution -- What is "service/quality"? -- Richochets, recoveries, and bridges -- Dysfunctional assumptions -- A new organizational paradigm -- At the service/quality crossroads -- Cylinder one : signaling commitment -- Cylinder two : listening to internal/external customers -- Cylinder three : education and awareness -- Cylinder four : hiring and orienting -- Developing the skills to go the distance -- Cylinder five : personal skills -- Cylinder six : coaching skills -- Cylinder seven : team skills -- Cylinder eight : systems -- Cylinder nine : reward and recognition -- Cylinder 10 : improvement activities -- Cylinder 11 : standards and measures -- Cylinder 12 : marketing strategies -- Deployment : infrastructure, planning and reporting, and assigned responsibilities -- Getting it together -- Let's end with your beginning.
1556237049
91044281
Total quality management.
Customer services.
Executive ability.
HD62.15 / .C54 1992
658 / CLF