Service Success! Lessons From a Leader on How to Turn Around

ISBN: 0471591297

Author: Kaplan, Daniel I.

Condition: new

Singled out by Fortune and The New York Times as a remarkable manager, Dan Kaplan has pioneered a revolutionary new system for measuring service quality to help managers keep track of intangibles in a service business. Provides a straightforward, practical case study of managing for excellence along with invaluable insight into the potentials and limitations inherent in the management systems under which organizations operate.