Service Excellence in Organizations, Volume II

Presents mechanisms, tools, and techniques to help embed excellence as the foundation of value that an organization delivers. The book contains practical examples and a self-assessment diagnostic tool to identify organizational areas of strength, and aspects to improve.

Prezinta mecanisme, instrumente si tehnici pentru a ajuta la integrarea excelentei ca fundament al valorii pe care o ofera o organizatie. Cartea contine exemple practice si un instrument de diagnostic de autoevaluare pentru a identifica punctele forte ale organizatiei si aspectele de imbunatatit.