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Fialkoff, Francine; Hadro, Josh – Library Journal, 2010
Bill Schickling has spent a good chunk of his professional life at what is now Polaris Library Systems, shaping both the older Galaxy system and the newer Polaris integrated library system (ILS). When he joined the company as a programmer in 1987, it was still part of Gaylord, known mostly for its furniture and supplies division. Schickling was…
Descriptors: Information Systems, Public Libraries, Library Networks, User Satisfaction (Information)
Peer reviewed
Isberner, Fred R.; Armstrong, Connie – Journal of Studies in Technical Careers, 1995
Technical education curricula should include the topical area of customer relations. Students need to learn how to listen to customers, handle complaints, monitor quality, and understand customer satisfaction. (SK)
Descriptors: Communication Skills, Interpersonal Competence, Postsecondary Education, Public Relations
Peer reviewed
Christensen, Anne L.; Philbrick, Donna – Journal of Education for Business, 1993
Challenges common to businesses and universities include the following: (1) improving customer satisfaction; (2) broadening the skills of employees and students; and (3) achieving consistency of goals and reward structures. (Author)
Descriptors: Business Administration Education, Educational Change, Higher Education, Organizational Change
Nigro, Peter D. – USA Today, 1984
Discusses how banks brave enough to go against conventional wisdom, which says that customers should pay for everything, could end up with greater profits and more customer satisfaction by exchanging free minimum services for minimum reasonable balances. (RM)
Descriptors: Banking, Economics, Fees, Financial Services
Peer reviewed
Smith, Taggart – Journal of Technology Studies, 1993
Explains how quality concepts such as customer satisfaction, continuous improvement, and defining the customer apply to education. Describes how creative problem solving can overcome such conceptual blocks as constancy, commitment to the past, compression of ideas, and complacency. (SK)
Descriptors: Creative Thinking, Critical Thinking, Educational Quality, Educational Technology
Peer reviewed
Schmidt, Klaus – Tech Directions, 1998
Discusses how the four Total Quality Management (TQM) principles--customer satisfaction, continuous improvement, empowerment, and teamwork--can help teachers and students increase their efficiency and effectiveness in the classroom. Introduces two models that successfully include the four principles of TQM. (JOW)
Descriptors: Educational Improvement, Models, Postsecondary Education, Secondary Education
Carr, Clay – Training, 1990
Suggests a particular way to think about the issue of quality in training, an approach that relates quality to customer satisfaction. Distinguishes between training efforts that are good but not as complete as one would like and those that are second rate. (JOW)
Descriptors: Adult Education, Educational Quality, Program Effectiveness, Program Evaluation
Peer reviewed
Bensimon, Estela Mara – Harvard Educational Review, 1995
Poststructural feminist analysis of total quality management postulates (quality is defined by customer satisfaction, quality is reduction of variation, quality must be measurable) suggests that their application in higher education gives more support to traditional values than to valuing of diversity. (SK)
Descriptors: Differences, Educational Philosophy, Higher Education, Measurement
Lane, John L.; Ewanio, Richard – School Business Affairs, 1982
Following a brief overview of the development of the concepts of "efficiency" and "effectiveness," this article relates the concepts to minimum cost and customer satisfaction and states that administrators should discuss with the community the limitations and constraints under which schools operate. (Author/MLF)
Descriptors: Definitions, Efficiency, Organizational Effectiveness, School Administration
Thurman, Laura – ED, Education at a Distance, 1995
Describes the Ford Motor Company's satellite-based communications network called FORDSTAR that links the home office to all dealers in the United States and Canada in order to offer training that will improve customer satisfaction. Equipment, interactivity, data transmission, and future possibilities are discussed. (LRW)
Descriptors: Communications Satellites, Corporate Education, Distance Education, Educational Technology
Acovelli, Marianne; Nowakowski, Alan – Educational Technology, 1994
Describes an interactive multimedia Business Practices Course, developed to help reengineer point-of-need training for professional development, in which the learner conducts a business review of a company's current operations and makes recommendations to improve productivity and increase customer satisfaction. (six references) (LRW)
Descriptors: Business Administration Education, Computer Assisted Instruction, Consultants, Courseware
Peer reviewed
Reardon, Kathleen K.; Enis, Ben – Management Communication Quarterly, 1990
Argues that applying persuasion strategies to internal marketing efforts can facilitate the adoption of a customer orientation among employees and elicit greater commitment to the company and its goals. Examines four specific persuasion strategies: defining the customer satisfaction link; encouraging self-efficacy; providing rewards; and creating…
Descriptors: Employees, Employment Practices, Interpersonal Communication, Motivation Techniques
Peer reviewed
Smudde, Peter M. – Technical Communication, 1993
Notes that companies responding to the struggling economy are downsizing staff, including technical communicators. Maintains that such cutbacks affect not only employee confidence and productivity but also product quality, customer satisfaction, and future sales. States that technical communicators' critical knowledge is an asset that companies…
Descriptors: Job Layoff, Organizational Change, Technical Writing
Nopper, Norman S. – Training, 1993
Honeywell Inc.'s Canadian manufacturing facility offers comprehensive adult education and training programs. Courses offered spearhead cultural changes needed to become globally competitive. Changes start on the factory floor with those who directly affect three aspects of customer satisfaction: on-time delivery, product quality, and low cost.…
Descriptors: Adult Education, Corporate Education, Cultural Pluralism, Foreign Countries
Rux, Paul – Book Report, 1993
Discussion of the application of TQM (Total Quality Management) to libraries addresses planning based on customer needs and use of the scientific method to evaluate customer satisfaction. A TQM experiment at Marquette Middle School (Wisconsin) is examined, and ways that TQM was used to meet the needs of homeless students are described. (MES)
Descriptors: Administrative Principles, Educational Administration, Homeless People, Junior High Schools