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。
University of Western Ontario Book Store
內容大綱
The director of the Book Store, was trying to decide what to do about a recent customer survey that had revealed student dissatisfaction with long line ups and the hours of operation. The vice-president administration had been actively encouraging all operating units to adopt total quality service (TQS). The director of the book store was considering several options, trying to decide how the principles of TQS applied to his situation.
學習目標
The objectives of this case are to: introduce the concepts and principles of total quality service; show quantitative and qualitative trade-off analysis for a non-profit organization facing heavy financial constraints.