Applying W. Edwards Deming's authoritative 14 Points to the service industries, this essential guide reveals how to maintain a competitive edge in industry via quality service…emphasizing the importance of safety and zero human error in improving services. Deming's 14 Points Applied to Services offers a program for implementing quality control techniques…from evaluating and training workers to setting long-term goals and company-wide policies…and shows how to establish a valid quality service program; eliminate barriers within and among corporate departments; encourage desirable behavior in salespeople, clerks, attendants, and other service personnel; meet customers, demands rapidly and accurately; save time and money by reducing rework; and utilize ideas generated by employees and clients.

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