TY  - BOOK
AU  - Asher, Mike
TI  - Managing quality in the service sector
SN  - 0-7494-1954-7
U1  - 658.4 
PY  - 1996///
CY  - Lima 
PB  - Kogan Page
KW  - ADMINISTRACION DE EMPRESAS
KW  - GESTION
KW  - SERVICIOS
N2  - The evolution of quality management. Competing technologies for improvement. An integrated framework for improvement. Turning a mission into an agenda for action. Understanding business processes. Using statistics to monitor process performance. Introduction to control charts. The construction of X and R charts. The X moving range chart. Understanding process capability. Monitoring processes for error. Self- measurement. Why performance measurement fails. Opportunities for innovation. Case study: Trumplington Health Authority.
ER  -