Das Standardwerk "Qualitätsmanagement für Dienstleistungen" (in deutscher Sprache in der 12. Auflage) erscheint nun erstmals als englische Ausgabe. Das Buch gibt konkrete Hilfestellung zur Sicherung und Steigerung der Dienstleistungsqualität. Manfred Bruhn stellt einen ganzheitlichen, wissenschaftlich fundierten Ansatz zum Qualitätsmanagement für Dienstleistungen vor, der sich konsequent am Managementprozess mit den Phasen Analyse, Planung, Steuerung und Überwachung des Qualitätsmanagements orientiert. Zahlreiche Praxisbeispiele untermauern die Ausführungen.
This book provides assistance for ensuring and increasing service quality. Manfred Bruhn presents a holistic, scientifically based approach to quality management for services, which is consistently oriented to the management process with the phases of analysis, planning, control and monitoring of quality management. Core parts of the book are procedures for measuring service quality, instruments for controlling quality and expectation management, the implementation of quality management based on ISO 9000 ff. standards as well as the EFQM model, and comprehensive quality controlling to ensure effectiveness and efficiency.
In the eleven editions to date, the work has evolved into a handbook and can be used as a reference work for the various topics of quality management for services. Individual topics of quality management or the respective chapters can be worked through independently of each other.
In the 12th edition, all chapters have been updated. In particular, the new version of the EFQM Model 2020 has been comprehensively presented.
The contents
