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qualité des services: quoi? pourquoi? et comment?

qualité des services: quoi? pourquoi? et comment?

          
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About the Book

Aujourd'hui, la Qualité des Services (QdS) constitue un axe stratégique de développement, de différenciation et d'amélioration continue des organisations publiques et privées. Le problème majeur que rencontrent les personnes qui désirent améliorer la Qualité de leurs services tient au fait qu'elles se réfèrent à une qualité universelle et globale souvent diffuse et mal définie. Ce problème s'explique également par la difficulté de déterminer les dimensions qui peuvent témoigner adéquatement de la QdS offerts. En outre, cette qualité ne peut être réalisée au dépend des conditions et de la qualité de vie au travail des employés. Ainsi, ce livre cherche à répondre en 1er lieu à des questions que pose les dirigeants des organisations qui ont le souci d'améliorer leurs services et leurs prestations afin d'augmenter le niveau de satisfaction de leurs clients ou usagers. Il répond aussi aux besoins des enseignants, des formateurs et des étudiants qui cherchent à approfondir leurs connaissances dans ce domaine. Bref, Il répond aux questions de Quoi? Pourquoi? et Comment améliorer la QdS en proposant une étude de cas(OGAM), des outils, des méthodes et des modèles spécifiques.


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Product Details
  • ISBN-13: 9786131576225
  • Publisher: Omniscriptum
  • Publisher Imprint: Omniscriptum
  • Height: 229 mm
  • No of Pages: 196
  • Series Title: Omn.Univ.Europ.
  • Sub Title: quoi? pourquoi? et comment?
  • Width: 152 mm
  • ISBN-10: 613157622X
  • Publisher Date: 28 Feb 2018
  • Binding: Paperback
  • Language: French
  • Returnable: N
  • Spine Width: 11 mm
  • Weight: 294 gr


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