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This book provides assistance for ensuring and increasing service quality. Manfred Bruhn presents a holistic, scientifically based approach to quality management for services, which is consistently oriented to the management process with the phases of analysis, planning, control and monitoring of quality management. Core parts of the book are procedures for measuring service quality, instruments for controlling quality and expectation management, the implementation of quality management based on ISO 9000 ff. standards as well as the EFQM model, and comprehensive quality controlling to ensure effectiveness and efficiency.
In the eleven editions to date, the work has evolved into a handbook and can be used as a reference work for the various topics of quality management for services. Individual topics of quality management or the respective chapters can be worked through independently of each other.
In the 12th edition, all chapters have been updated. In particular, the new version of the EFQM Model 2020 has been comprehensively presented.
The contents
Qualitat ist ein zentraler Erfolgsfaktor fur jedes Dienstleistungsunternehmen. Dieses Buch bietet Unterstutzung zur Sicherstellung und Erhohung der Dienstleistungsqualitat an.?Manfred Bruhn?stellt einen ganzheitlichen, wissenschaftlich fundierten Ansatz des Qualitatsmanagements fur Dienstleistungen vor, der sich konsequent am Managementprozess mit den Phasen Analyse, Planung, Steuerung und Kontrolle des Qualitatsmanagements ausrichtet. Kernteile des Buches sind Verfahren zur Messung der Dienstleistungsqualitat, Instrumente zur Steuerung des Qualitats- und Erwartungsmanagements, die Umsetzung des Qualitatsmanagements anhand der ISO 9000 ff.-Normen sowie des EFQM-Modells und ein umfassendes Qualitatscontrolling zur Sicherstellung der Effektivitat und Effizienz.
In der 9. Auflage wurden samtliche Kapitel vollstandig uberarbeitet und erweitert. Aktuelle Themen wie neue Regelwerke in den ISO-Normen des Qualitatsmanagements, Messung der E-Servicequalitat, Methoden des Qualitatscontrolling fur Dienstleistungen sowie Beispiele fur ein erfolgreiches Qualitatsmanagement kommen neu hinzu.
New feature
This book provides assistance for ensuring and increasing service quality. Manfred Bruhn presents a holistic, scientifically based approach to quality management for services, which is consistently oriented to the management process with the phases of analysis, planning, control, implementation and controlling of quality management. Core parts of the book are procedures for measuring service quality, instruments for controlling quality and expectation management, the implementation of quality management based on ISO 9000 ff. standards as well as the EFQM model, and comprehensive quality controlling to ensure effectiveness and efficiency.
In the previous editions to date, the work has evolved into a handbook and can be used as a reference work for the various topics of quality management for services. Individual topics of quality management or the respective chapters can be worked through independently of each other.
The contents
The author
Prof. Dr. Dr. h.c. mult. Manfred Bruhn is Professor of Business Administration, in particular Marketing and Corporate Management, at the Faculty of Business and Economics of the University of Basel (Switzerland) and Honorary Professor at the Technical University of Munich (Germany).
The translation was done with the help of artificial intelligence. A subsequent human revision was done primarily in terms of content.
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