Managing Activities
Delivering Customer Service and Quality
Seiten
1998
Butterworth-Heinemann Ltd (Verlag)
978-0-7506-3506-6 (ISBN)
Butterworth-Heinemann Ltd (Verlag)
978-0-7506-3506-6 (ISBN)
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From customer service to operations strategy, this comprehensive range of tutorials on managing activities provides a flexible package for tutors of courses at Certificate and Diploma level.
From customer service to operations strategy, this comprehensive range of tutorials on managing activities provides an extremely flexible package for tutors teaching management courses at Certificate and Diploma level. Part-time and short course tutors will find the pack particularly useful. 'Managing Activities' takes the grind out of preparing teaching materials from scratch, leaving time to structure the tutorials to suit the needs of different groups. * 20 self-contained tutorial sessions each containing a selection of activities * session plans and outcomes, clearly mapped to the MCI units and elements * instructions and timings for delivering the activities * hand-outs, worksheets and case studies * OHT masters clearly relating to the notes and handouts * guidance on evidence gathering and portfolio building.
From customer service to operations strategy, this comprehensive range of tutorials on managing activities provides an extremely flexible package for tutors teaching management courses at Certificate and Diploma level. Part-time and short course tutors will find the pack particularly useful. 'Managing Activities' takes the grind out of preparing teaching materials from scratch, leaving time to structure the tutorials to suit the needs of different groups. * 20 self-contained tutorial sessions each containing a selection of activities * session plans and outcomes, clearly mapped to the MCI units and elements * instructions and timings for delivering the activities * hand-outs, worksheets and case studies * OHT masters clearly relating to the notes and handouts * guidance on evidence gathering and portfolio building.
CONTENTS INCLUDE: internal and external customers and markets; customer requirements; customer interactions; customer care processes; marketing, distribution and planning processes; integrating products and services; performance and measurement; costs of quality and their categories; quality processes and systems; designing, delivering and evaluating a quality system; continuous competency improvement; value chains; continuous improvement assessment; operational systems and procedures; tracking performance of products and services
| Erscheint lt. Verlag | 1.2.1998 |
|---|---|
| Reihe/Serie | IM Activity Pack S. |
| Zusatzinfo | transparancies |
| Verlagsort | Oxford |
| Sprache | englisch |
| Maße | 210 x 297 mm |
| Gewicht | 3010 g |
| Themenwelt | Wirtschaft ► Betriebswirtschaft / Management ► Marketing / Vertrieb |
| Wirtschaft ► Betriebswirtschaft / Management ► Unternehmensführung / Management | |
| ISBN-10 | 0-7506-3506-1 / 0750635061 |
| ISBN-13 | 978-0-7506-3506-6 / 9780750635066 |
| Zustand | Neuware |
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