TQM, ISO9000 and Service Quality Management

Author: Song Yanjun
Publisher:
Publish Date: 2005-01-01
Features: This book reflects the new theoretical advancements in the field of quality management, particularly in service quality management. The content is systematic, detailed, and easy to understand, focusing on helping readers establish a modern service quality perspective and master certain quality management methods. This book can serve as a teaching material for quality management courses in service-oriented disciplines at undergraduate and vocational colleges, as well as a textbook for service organizations to popularize basic knowledge of quality management and employee training during a new round of quality management initiatives. Service quality research has a history of over 20 years abroad and has played a significant role in enhancing the competitiveness of the service industry and promoting its rapid development. The development of China's socialist market economy has driven the growth of the domestic service industry, and research on service quality has also gained increasing attention in recent years. This book systematically introduces the ISO 9000 family of standards and the basic knowledge of service quality management, being the first book in China to organically integrate the three aspects. The book is divided into 12 chapters, including: Overview of Services, Quality, Service Quality, Introduction to Total Quality Management, Work Methods of Total Quality Management, Introduction to the ISO 9000 Family of Standards, ISO 9000:2000 Requirements for Quality Management Systems, Establishing, Implementing, and Auditing Quality Management Systems, Several Theories and Methods of Service Quality Management, Quality Control in Service Processes, Customer Satisfaction Management, and Common Tools and Techniques for Solving Quality Problems.