International Standardization Manual for the Service Industry

Author: (English) Rosemary
Publisher:
Publish Date: 1998-10-01
Features: The target audience of this book is trade organizations and service-providing organizations, not the so-called customers. The quality system described in this book is different from the quality system discussed by the author in other works. The quality system here is simpler than the system manufacturers establish for quality management, environmental management, health, and safety. For the service industry, quality itself encompasses quality factors, environmental factors, and health and safety factors. 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 standards, providing service managers with a management method to reduce risks and ensure customer satisfaction. This book is the first to explain the application of ISO 9000 and ISO 14000 in the service industry, publishes quality management documents, and offers detailed 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, supermarkets, accounting, banking, etc. At the end of the book, a quality manual and a problem identification checklist are provided to facilitate the application and inspection in different industries.