Service Management Course

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Simon and Schuster, 1991 - 632 Seiten
 

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Inhalt

Instructors Manual
1
Supplementary Materials
20
Sample Course Plans
67
Executive Development Seminar
79
Teaching Notes for Cases
91
Benihana of Tokyo
107
RuralMetro Fire Department
118
Scandinavian Airlines System SAS A
130
The Malcolm Baldrige National Quality Award
363
FBO Inc
377
WalkIn Clinic
391
Medibus Inc
423
Carusos Pizza
436
OTISLINE
457
Mrs Fields Cookies
466
The PartnerManager Program
474

Southwest Airlines A
144
Bradford Schools Inc
160
The Oakland As1989
185
Hartford Steam Boiler Inspection and Insurance Company
196
CompuServe A
211
Goldome Realty Credit Corporation
231
Club Med A
243
Service Guarantees
262
The Money Back Guarantee A B C and D
284
The Customer Complaint Letter A and B
299
The Paul Revere Insurance Company A
317
The Paul Revere Insurance Company B
334
Florida Power Lights QualityImprovement Program
344
Fairfield Inn
483
Walt Disney Company
496
Banc One Corporation1989
505
United Parcel Service A
520
ServiceMaster Industries Inc
529
Girl Scouts of the U S A A B and C
538
Club Med B
549
Citicorp Diners Club
569
Dealer Sales and Service
577
Competing
596
Nordstrom
602
Nordstrom Labor Dispute
609
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