ERIC Number: EJ547688
Record Type: CIJE
Publication Date: 1997
Reference Count: N/A
Designing Quality Service: The Service Excellence Model.
Ellicott, Michael A.; Conard, Rodney J.
Facilities Manager, v13 n4 p46-49 Jul-Aug 1997
Recent experiences of manufacturing and commercial service industries provide insights to college facilities managers for combining downsizing with quality improvement. The Service Excellence Model emphasizes creation of shared responsibility, focus on core service processes, empowerment of cross-functional process-improvement teams, performance measurements and process controls, environment of positive reinforcement, and management support focused on core service processes. (MSE)
Publication Type: Journal Articles; Reports - Evaluative
Education Level: N/A
Audience: Administrators; Practitioners
Authoring Institution: N/A