CHAPTER 9: QUALITY IN SERVICE ORGANISATIONS

Chapters in this book

1. Frontmatter I
2. TABLE OF CONTENTS V
3. PREFACE X
4. PART I: THE THEORY OF QUALITY
5. CHAPTER 1: THE ORIGINS: A PROPHET UNHEARD, PROFITS UNMADE 3
6. CHAPTER 2: QUALITY AND DESIGN 28
7. CHAPTER 3: QUALITY AND DESIGN CONFORMANCE 36
8. CHAPTER 4: QUALITY, TIME AND COMPETITION 47
9. CHAPTER 5: THE TOOLS OF QUALITY 57
10. CHAPTER 6: QUALITY AND TEAMWORK 69
11. CHAPTER 7: THE COSTS AND BENEFITS OF QUALITY IMPROVEMENT 78
12. CHAPTER 8: QUALITY CERTIFICATION & QUALITY AWARDS 86
13. CHAPTER 9: QUALITY IN SERVICE ORGANISATIONS 102
14. CHAPTER 10: TQM CULTURE: FRIENDS AND ENEMIES 116
15. PART II: THE PRACTICE OF QUALITY
16. CASE STUDY 1: PRODUCT QUALITY 136
17. CASE STUDY 2: SERVICE QUALITY 150
18. CASE STUDY 3: QUALITY IN HIGHER EDUCATION 165
19. MINI-DICTIONARY 184
20. REFERENCES – SELECTED READINGS 191