Cover -- Half Title -- Title Page -- Copyright Page -- Contents -- List of Figures -- Introduction -- Acknowledgements -- 1 The Business Case for Measurement -- Return on investment in customer service -- Measurement and service strategy -- What to measure -- Timing your measurement -- Assess...

Offers tools for managing and sustaining process improvement in the complex non-linear environments, and helps readers apply relevant theory to their own management practices. This title offers practical insights for creating dynamic organizational change. It describes the key bodies of...

As cultural tourism increases the management of heritage sites becomes more complex. This book examines these crucial management issues from a marketing approach, to identify the needs of all concerned

Title page -- CIP data -- Contents -- List of Figures and Tables -- Preface -- Introduction -- Chapter 1_Why Quality? -- Chapter 2_What is Quality? -- Chapter 3_Who Owns Quality? -- Chapter 4_Do You Have a Strategy for Quality? -- Chapter 5_Getting Started on Your BBQ Journey -- Chapter...

Musings on Internal Quality Audits: Having a Greater Impact -- Copyright -- Contents -- List of Figures and Tables -- Preface -- Section 1: Basics and Current Conversations -- Chapter 1: Basic Audit Principles and Practices -- Chapter 2: Recent Evolution in Audits -- Section 2: Ensuring Rigor...

Presented from the perspective of practitioners, researchers and academics, The Ten Commandments of Lean Six Sigmaserves as a practical guide for senior managers and executives who want to achieve operational and service excellence in various manufacturing, service and public sector organizations.

Genuine ecotourism can have many positive impacts. This book considers the topic of quality control and accreditation in ecotourism, describing the mechanisms that can be implemented to ensure quality in various aspects of the industry, namely protected areas, businesses, products and tour guides.

Akintola Akintoye, Professor of Construction Economics and Management, Dean of School of Built and Natural Environment, University of Central Lancashire, UK; Joint Editor of Journal of Financial Management of Property and Construction, Joint Coordinator of CIB TG72: Public Private Partnerships...

Real-world examples and hands-on experience are invaluable resources when learning how to use new methods and tools, whether in training or in a classroom. Yet there are very few books on Design for Six Sigma (DFSS) that provide the practical knowledge required to be up and running quickly....

Intro -- Contents -- Foreword -- Part I Introduction -- An Open Letter to Healthcare Leaders -- Eliminating Waste Will Transform American Healthcare -- A Brief History of Lean -- Part II Implementation -- The "Lean House" and Model Lines -- Standard Work -- Your Lean Action Plan -- Building...