Subject category:
Production and Operations Management
Published by:
Ivey Publishing
Version: 2002-01-15
Length: 10 pages
Data source: Field research
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Abstract
The director of the Book Store, was trying to decide what to do about a recent customer survey that had revealed student dissatisfaction with long line ups and the hours of operation. The vice-president administration had been actively encouraging all operating units to adopt total quality service (TQS). The director of the book store was considering several options, trying to decide how the principles of TQS applied to his situation.
Subject category:
Production and Operations Management
Published by:
Ivey Publishing
Version: 1999-10-21
Length: 8 pages
Data source: Field research
About
Abstract
The director of the Book Store, was trying to decide what to do about a recent customer survey that had revealed student dissatisfaction with long line ups and the hours of operation. The vice-president administration had been actively encouraging all operating units to adopt total quality service (TQS). The director of the book store was considering several options, trying to decide how the principles of TQS applied to his situation.
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Subject category:
Production and Operations Management
Published by:
Ivey Publishing
Version: 1999-10-21
Length: 8 pages
Data source: Field research