the service/quality system for high-powered corporate performance Clemmer, Jim 1956- creator Sheehy, Barry text ilu Homewood, Ill Business One Irwin c1992 1992 monographic eng

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xvii, 392 p. : 24 cm. 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. Jim Clemmer with Barry Sheehy and Achieve International/Zenger Miller Associates. Includes bibliographical references (p. 347-377) and index. Total quality management Customer services Executive ability HD62.15 .C54 1992 658 CLF 1556237049 91044281 DLC 911205 20161218171030.0 2489076