Service Industry International Standardization Manual

Author: (English) Rosemary by Rosemary, translated by Li Renliang and others
Publisher:
Publishing Date: 2002-01-01
Features: This book clearly elaborates on the new development of standards in the service industry for the first time. I hope this book can help service organizations establish and implement quality management systems, environmental management systems, and health and safety management systems. The purpose of this book is to clarify the concept of quality in the service industry and the meaning of quality in future ISO 9000, providing service managers with a management method to reduce risks and ensure customer satisfaction. This book explains the application of ISO 9000 and ISO 14000 in the service industry for the first time, publishes quality management documents, and provides comprehensive guidance on how the service industry can implement ISO 9000 and ISO 14000 standards related to customer service facilities and environments, as well as health and safety. The book explains the operational procedures of various service industries, such as hotels, restaurants, supermarkets, retail, repair services, parts dealers, lawyers, accountants, banks, etc. At the end of the book, a quality procedure manual and a problem identification checklist are provided to facilitate application and inspection in each industry.