Managing for Quality in the Service Sector

Part 1 Developments and conditions: the breakthrough of service in industry who cares about quality?. Part 2 Supporting models and techniques: organizational conditions and motivation the quality quadrant diagnosis of quality in service customer orientation within the organization marketing of product service visible results for invisible services. Part 3 Experiences and problem areas: quality and customer orientation in a technical department improving the quality of professional work purchasing as a service centre government organizations and their customers government as provider of services quality improvement in a research institute. Part 4 Motivation and improved co-operation: motivating for quality five quality improvement stimuli co-operation as a critical success factor. Part 5 Step-by-step plans and programs: quality improvement by means of program management improving quality in the service business quality improvement in the service sector.