Gemba walks for service excellence: the step-by-step guide for identifying service delighters
Auteur :
Petruska, Robert
Éditeur :
Taylor & Francis Inc
ISBN :
9781439886748
Date de publication :
25 juin 2012
Dimensions :
28,0 x 21,0 cm
Poids :
408 g
Langue :
Anglais
Pays d'origine :
USA
This book guides readers on a journey towards organizational effectiveness that supports a culture of service excellence. It provides a fresh perspective on how to apply Gemba Walks to identify new service delighters and make a lasting positive impression on customers. Using an abundance of color pictures and hand-drawn graphics, Robert Petruska