But we are different ...: quality for the service sector
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | Undetermined |
| Published: |
Didcot, Oxfordshire
Management Books 2000
1994
|
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | 214 S. |
| ISBN: | 1852511311 1852521236 |
Staff View
MARC
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Record in the Search Index
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| adam_text | CONTENTS
Preface v
Acknowledgements vii
1. Introduction and Overview 1
What the book is all about
PART ONE - PRINCIPLES FOR ALL
2. What is TCI? 7
Introducing the vision
3. Do We Need TCI? 17
Recognising the need for change
4. Is It Worth All the Trouble? 29
Benefits and penalties
5. Does it Always Work? 32
Reasons for disappointment
PART TWO - BUT WE ARE DIFFERENT...
6. We Can Do it Our Way 49
The unique approach
7. Financial Services 55
New pressures
8. Government 63
Changing role of the civil servant
9. Retail and Distribution 68
Facing up to the consumer revolution
10. Local Authorities 74
Serving the community
11. Moving People and Goods 78
The transportation industry
x But We Are Different...
12. National Health Service 84
Is the patient now a customer?
13. Consultants 94
Remote professionals or providers of service?
14. Education 99
Developing tomorrow s citizens
15. Hotel and Catering 106
Courtesy is not enough
PART THREE - MAKING IT HAPPEN
16. Providing the Environment 113
Creating the environment for partnership
17. Providing the Process 131
The role of the manager
18. Supporting the Process 139
Releasing the potential of people
19. Finding Joy in Work 147
Driving out fear
20. Constancy of Purpose 158
Maintaining the impetus
21. From here to TCI - A Roadmap 164
Guidelines
PART FOUR - GATHERING UP THE LOOSE ENDS
22. Can We Go it Alone? 173
Selecting a consultant
23. Selecting the Tool Kit 181
Practical tools
24. Variation in the Service Sector 199
Another perception barrier
25. Stewardship - The Way Ahead 203
Peroration and summary
Further reading 207
Index 209
|
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| illustrated | Not Illustrated |
| indexdate | 2024-07-09T21:58:48Z |
| institution | BVB |
| isbn | 1852511311 1852521236 |
| language | Undetermined |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-018378027 |
| oclc_num | 916451154 |
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| owner_facet | DE-83 |
| physical | 214 S. |
| publishDate | 1994 |
| publishDateSearch | 1994 |
| publishDateSort | 1994 |
| publisher | Management Books 2000 |
| record_format | marc |
| spelling | Macdonald, John Verfasser aut But we are different ... quality for the service sector John Macdonald Didcot, Oxfordshire Management Books 2000 1994 214 S. txt rdacontent n rdamedia nc rdacarrier HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=018378027&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Macdonald, John But we are different ... quality for the service sector |
| title | But we are different ... quality for the service sector |
| title_auth | But we are different ... quality for the service sector |
| title_exact_search | But we are different ... quality for the service sector |
| title_full | But we are different ... quality for the service sector John Macdonald |
| title_fullStr | But we are different ... quality for the service sector John Macdonald |
| title_full_unstemmed | But we are different ... quality for the service sector John Macdonald |
| title_short | But we are different ... |
| title_sort | but we are different quality for the service sector |
| title_sub | quality for the service sector |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=018378027&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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