Exceeding Customer Expectations, Randy R. Bruegman, 2003
Addressing the need for modern fire departments to improve service and cost effectiveness while maintaining a level of excellence, this text for the fire safety professional emphasizes the use of Quality Improvement Programs to meet these demands. Describing the planning, training, and teamwork needed to bring about successful QIPs, this text explains their benefits and presents techniques to show that they are feasible and achievable in fire service today.
FEATURES:
Emphasis on the Total Quality Leadership program: Discusses the TQL and why it is essential for organizational success.
Shows students the necessity of improving quality and its effect on employees and customers.
Identification of improvement areas: Including employee morale, “problem” customers, vendor choices, information flow, and operating budgets. Describes for students the elements that go into a successful quality improvement program.
Problem-solving tools for quality improvement: Shows students how to introduce new concepts, ideas, and paradigms into their organizations.
Tools to measure customer expectations and satisfaction: Describes measuring and mapping.
Enables students to recognize the importance of customer response to the future of the organization.
8" x 10 1/4", 134 pages, B&W charts & illustrations, softcover, ISBN: 0130384941, BE8411 / $30.67
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