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Quality Facility Management a Marketing and Customer Service Approach

by Stormy Friday

  • ISBN: 9780471023227
  • ISBN10: 0471023221

Quality Facility Management a Marketing and Customer Service Approach

by Stormy Friday

  • List Price: $114.50
  • Binding: Hardcover
  • Edition: 1
  • Publisher: John Wiley & Sons Inc
  • Publish date: 01/01/1995
  • ISBN: 9780471023227
  • ISBN10: 0471023221
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Description: As a facility manager, you're concerned with building quality into your operation but possibly unsure about how to go about it in a systematic way. Perhaps it's because a Total Quality Management program seems too imposing and costly for your department to undertake. Or maybe you're leery of certain aspects of such a concerted effort, like measuring quality or marketing facility services, because they've never been adequately explained to you. Possessing considerable backgrounds in facility management, Stormy Friday and Dave Cotts understand these uncertainties. In Quality Facility Management, they have pooled their knowledge and experience to develop a comprehensive resource that demystifies the quality movement and shows you how to apply the old-fashioned but enduring commonsense principles of quality management often overshadowed by TQM. Flecked with humor and written as if the authors were simply talking to you, this refreshing new book identifies the five major elements underpinning any effective quality facility management program and takes you step by step through each one in a detailed yet accessible way. Gradually, you learn how to put these elements all together and - by incorporating selected modern techniques - devise a program to meet your specific situation. The final chapter provides a bounty of practical case histories of companies that are realizing quality facility management right now, including major organizations like Celestica, Bell Atlantic, Hewlett-Packard, and Lockheed. Here, you'll find ample evidence of quality tools and strategies at work - from interior preventive maintenance crews to staff productivity improvements, infrastructure planning teams to customersatisfaction programs.
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