Customer Service

Process Improvement - A handbook for managers

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Sarah Cook's book offers a systematic, customer-focused approach to improving the way we work. The methods it describes can be applied equally to a specific area or function and to the organization as a whole.

The author outlines a four-stage approach and shows what is involved at each stage and how to use the relevant techniques. The text is supplemented by case studies drawn from a variety of businesses and notes on sources of further information.

For managers, team leaders, trainers and consultants looking for practical ways to enhance organizational performance, here is a powerful new tool.

Author: Sarah Cook
Publisher:Gower
ISBN: 0 566 07633 0 1996
Price: £20.99 including carriage