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Firing on All Cylinders: The Service/Quality System for High-Powered Corporate Performance
This authoritative, crisply written book gives managers a detailed and practical map for improving service and quality in their organizations. At the heart of the book are 12 key service/quality improvement areas or "cylinders". Clemmer outlines the steps for improving performance for each cylinder.
Hardcover, 392 pages
Published April 1st 1992 by McGraw-Hill Professional Publishing
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