did-you-know? rent-now

Amazon no longer offers textbook rentals. We do!

did-you-know? rent-now

Amazon no longer offers textbook rentals. We do!

We're the #1 textbook rental company. Let us show you why.

9780787950828

Satisfying Internal Customers First!

by ;
  • ISBN13:

    9780787950828

  • ISBN10:

    0787950823

  • Edition: 1st
  • Format: Paperback
  • Copyright: 1999-06-28
  • Publisher: Pfeiffer
  • Purchase Benefits
  • Free Shipping Icon Free Shipping On Orders Over $35!
    Your order must be $35 or more to qualify for free economy shipping. Bulk sales, PO's, Marketplace items, eBooks and apparel do not qualify for this offer.
  • eCampus.com Logo Get Rewarded for Ordering Your Textbooks! Enroll Now
  • Write a Review Icon Write a Review
List Price: $26.67 Save up to $0.13
  • Buy New
    $26.54
    Add to Cart

    PRINT ON DEMAND: 2-4 WEEKS. THIS ITEM CANNOT BE CANCELLED OR RETURNED.

Supplemental Materials

What is included with this book?

Summary

This book illustrates the vital link between satisfying external customers and improving processes within the organization to ensure that internal customers are satisfied, too.

Author Biography

RICHARD CHANG is president and CEO of Richard Chang Associates, Inc., a consulting and publishing firm whose clients include Toshiba, Marriot, Citibank, Fidelity Investments, Nabisco, and McDonald's. He currently serves as chair of the board for the American Society for Training and Development. He lives near Irvine, California.

Table of Contents

1. Introduction.
2. Customer Satisfaction From The Inside Out.
3. Improving Internal Customer Satisfaction - A Model.
4. Step One: Measure External Customer Satisfaction.
5. Step Two: Map The Internal Chain.
6. Step Three: Locate The Critical Links.
7. Step Four: Analyze The Critical Links.
8. Step Five: Resolve Critical Link Issues.
9. Step Six: Evaluate Changes.
10. Summary.
Appendix: Reference Materials.

Supplemental Materials

What is included with this book?

The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.

The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.

Rewards Program