Untangling organizational gridlock: strategies for building a customer focus
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Milwaukee, Wis.
ASQC Quality Press
1993
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| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XXV, 347 S. Ill., graph. Darst. |
| ISBN: | 0873891473 |
Staff View
MARC
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Record in the Search Index
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| adam_text | Contents
Acknowledgments ix
Introduction: The Service Gridlock xi
Part I: The Strategy 1
Chapter 1 Can You Hear Your Customer Murmurs?
The Need for Customer Focus 5
Chapter 2 The Secret Is in the Wiring:
The Need for Process Improvement 33
Chapter 3 Management Anorexia:
The Need for Universal Participation 61
Chapter 4 A Physical Workout:
The Need for Continuous Improvement 91
Part II: The Process of Becoming 123
Chapter 5 Making the Transirion:
Battling the Immune System 127
viii UNTANGL1NG ORGANIZATIONAL GRIDLOCK Chapter 6 Unityof Purpose:
Consolidating Good Intentions 169
Chapter 7 Organizational Learning:
Recovering frora Organizational Amnesia 199
Chapter 8 Management, Learning, and Leadership:
*¦ Are They Different? 241
Chapter 9 Policy Deployment:
Focus on the Critical Few 275
Epilogue: Quality Is Not a Destination; It Is a Journey 303
Appendix A: The Customer Requirements Matrix 311
J Appendix B: The Costs of Poor Quality 315
Appendix C: Nominal Group Technique 317
Appendix D: Analytical Quality Tool Kit 321
Appendix E: Systems Thinking Tools 331
Appendix F: Individual Learning Channels 337
Index 339
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| indexdate | 2024-07-09T17:44:55Z |
| institution | BVB |
| isbn | 0873891473 |
| language | English |
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| physical | XXV, 347 S. Ill., graph. Darst. |
| publishDate | 1993 |
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| publisher | ASQC Quality Press |
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| spelling | Bechtell, Michele L. Verfasser aut Untangling organizational gridlock strategies for building a customer focus Michele L. Bechtell Milwaukee, Wis. ASQC Quality Press 1993 XXV, 347 S. Ill., graph. Darst. txt rdacontent n rdamedia nc rdacarrier Effectiviteit gtt Klantgerichtheid gtt Kwaliteitszorg gtt Customer services Organizational effectiveness Total quality management Organisationswandel (DE-588)4075693-2 gnd rswk-swf Verbraucherzufriedenheit (DE-588)4129147-5 gnd rswk-swf Qualitätsmanagement (DE-588)4219057-5 gnd rswk-swf Organisationswandel (DE-588)4075693-2 s Qualitätsmanagement (DE-588)4219057-5 s Verbraucherzufriedenheit (DE-588)4129147-5 s DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=006638232&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Bechtell, Michele L. Untangling organizational gridlock strategies for building a customer focus Effectiviteit gtt Klantgerichtheid gtt Kwaliteitszorg gtt Customer services Organizational effectiveness Total quality management Organisationswandel (DE-588)4075693-2 gnd Verbraucherzufriedenheit (DE-588)4129147-5 gnd Qualitätsmanagement (DE-588)4219057-5 gnd |
| subject_GND | (DE-588)4075693-2 (DE-588)4129147-5 (DE-588)4219057-5 |
| title | Untangling organizational gridlock strategies for building a customer focus |
| title_auth | Untangling organizational gridlock strategies for building a customer focus |
| title_exact_search | Untangling organizational gridlock strategies for building a customer focus |
| title_full | Untangling organizational gridlock strategies for building a customer focus Michele L. Bechtell |
| title_fullStr | Untangling organizational gridlock strategies for building a customer focus Michele L. Bechtell |
| title_full_unstemmed | Untangling organizational gridlock strategies for building a customer focus Michele L. Bechtell |
| title_short | Untangling organizational gridlock |
| title_sort | untangling organizational gridlock strategies for building a customer focus |
| title_sub | strategies for building a customer focus |
| topic | Effectiviteit gtt Klantgerichtheid gtt Kwaliteitszorg gtt Customer services Organizational effectiveness Total quality management Organisationswandel (DE-588)4075693-2 gnd Verbraucherzufriedenheit (DE-588)4129147-5 gnd Qualitätsmanagement (DE-588)4219057-5 gnd |
| topic_facet | Effectiviteit Klantgerichtheid Kwaliteitszorg Customer services Organizational effectiveness Total quality management Organisationswandel Verbraucherzufriedenheit Qualitätsmanagement |
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