個案資料
了解個案內容與學習目標，選擇授課教師及使用課程。
Ensure Quality
內容大綱
Service Excellence in Organizations, Eight Key Steps to Follow and Achieve It, is a two-volume book published by Business Expert Press in 2019 and written by Fiona Urquhart, who leads Durham University's MBA module on service excellence and has consulted for an array of service and manufacturing organizations. Volume I deals with the basic tenets of service excellence, while Volume II suggests mechanisms, tools, and techniques to help embed to excellence as the foundation of value that the organization delivers. Both contain practical examples used by well-known companies; both also contain a self-assessment diagnostic tool that enables organizations to identify where they have built significant strengths in terms of service excellence and where opportunities to enhance their operations exist. In the first volume, the third chapter considers the importance of quality, both of product and service, to establishing the customer relationship. It considers the costs both of achieving quality and of having to put it right when it has gone wrong. It provides suggestions for gaining a deeper understanding of the customer perception of quality and some consideration of evaluation tools that are available to support this understanding.