Standards in the Services Industry
- ISBN-10
- 0566078376
- ISBN-13
- 9780566078378
- Category
- Business & Economics / Industries / General
- Pages
- 177
- Language
- English
- Published
- 1997
- Publisher
- Gower
- Author
- Brian Rothery
Description
The revolution in standards which has swept through manufacturing is now transforming the services sector. Already ISO is drawing up standards for a range of service sectors. This important book is the first to provide detailed guidance on how to frame specifications for services of every kind to meet the requirements of customers and of environmental and health and safety regulations. On this basis businesses can achieve both high-quality customer service and protection against possible charges of negligence. As well as a summary of the principles involved, the text contains comprehensive codes of practice for the main types of service operation, from hotels and restaurants to retailing, banks and the professions. Additional features include a specimen procedures manual and a checklist for identifying key issues.
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