One thing I really like about the new edition of Juran's Quality Handbook: The Complete Guide to Performance Excellence by Joseph Defeo and J.M Juran is that the word "customer" is used 578 times. All ...

Perhaps your operation has had some problems that have led to affect productivity. Inexperienced staff, agents with little knowledge about your products, long waiting times in the interaction with the ...

Not a subscriber? Apply online today. The editorial staff of Logistics Management (LM) is proud to unveil the results of the “39th Annual Quest for Quality Awards.” This year, our survey results yield ...

CA announced Monday at CA World that it has integrated three of its main products to create a suite of service quality management tools that includes its new application performance management ...

Heating, ventilation, and air conditioning companies operate in a fast-moving service environment where timing, coordination, ...

The hospitality industry has always thrived on personal interactions, with managers and staff physically present to oversee operations and ensure the highest level of service. However, as technology ...

The report "Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market by Product Type (EFM, Web Analytics, Text Analytics, Speech Analytics), & by Provider Type (ISP, TSP, ...

Service traditionally has been viewed as part of the market offering. However, by thinking of supply chain management services in this way, we are focusing on service as a noun. I want you to think of ...