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Textbook

Process Improvement and Quality Management in the Retail Industry

ISBN: 978-0-471-72323-3
Paperback
256 pages
August 2005, ©2006
List Price: US $140.95
Government Price: US $75.48
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This is a Print-on-Demand title. It will be printed specifically to fill your order. Please allow an additional 10-15 days delivery time. The book is not returnable.

Preface.

Chapter 1: Total Quality—An Overview.

Chapter 2: Leadership.

Chapter 3: Customer Focus.

Chapter 4: Effective Management.

Chapter 5: Training.

Chapter 6: Employee Loyalty.

Chapter 7: Customer Contacts.

Chapter 8: Design of Products and Services.

Chapter 9: Managing Processes and Suppliers.

Chapter 10: Corporate Responsibility and Citizenship.

Chapter 11: Data Collection and Benchmarking.

Chapter 12: System Assessments.

Glossary.

Index.

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