Process Improvement
Sarah Cook's latest book offers a systematic, customer-focused approach to improving the way we work. The methods it describes can be applied equally to a specific area or function and to the organization as a whole. The author outlines a four-stage approach and shows what is involved at each stage and how to use the relevant techniques. The text is supplemented by case studies drawn from a variety of businesses and notes on sources of further information. For managers, team leaders, trainers and consultants looking for practical ways to enhance organizational performance, here is a powerful new tool.Unfortunately, unless the benefit of completing a questionnaire is made clear to the customer, including what will be done with the information they are ... Figure 7.3 is an example of a customer service survey using the format described above.
| Title | : | Process Improvement |
| Author | : | Sarah Cook |
| Publisher | : | Gower Publishing, Ltd. - 1996 |
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