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Manfred Bruhn 
Qualitätsmanagement für Dienstleistungen [PDF ebook] 
Grundlagen, Konzepte, Methoden

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Обложка Manfred Bruhn: Qualitätsmanagement für Dienstleistungen (PDF)

Qualität ist auch für Dienstleistungsunternehmen ein zentraler Erfolgsfaktor. In vielen Dienstleistungsbranchen sind nicht mehr nur die eigentlichen Kernleistungen für den Markterfolg eines Unternehmens entscheidend, sondern insbesondere auch Zusatzleistungen — und dies auf einem qualitativ hochwertigen Niveau. Um dies zu erreichen, ist es notwendig, auch in Dienstleistungsunternehmen ein Qualitätsmanagement einzurichten. Dazu bietet der Autor zahlreiche Hilfestellungen. Er setzt sich mit dem Dienstleistungsbegriff auseinander, diskutiert die Instrumente zur Messung der Dienstleistungsqualität und erörtert Fragen der Organisation und Implementierung des Qualitätsmanagements sowie der Zertifizierung von Dienstleistungen.

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Manfred Bruhn

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