SQBOK Resources: Leadership

Training

 

Books

Noor, Mohd Nazali Mohd; Pitt, MichaelA critical review on innovation in facilities management service delivery
Ennis, BruceDriving Higher Workplace Performance: Using Analytics, Dashboard Metrics, and Soft Skills to Improve Results
Kelley, Scott W.Efficiency in Service Delivery: Technological or Humanistic Approaches?
Parthasarathy, Rangarajan (Raj)Emotional Intelligence and the Quality Manager–Beauty and the Beast?
Crispo, AlEmpower or Empowerment?
Sharp, RichardExperiencing Quality
Boshoff, ChristoAn experimental study of service recovery options
Thiagarajan, SivasailamFostering Participation from a Diverse Group
Carnell, MikeGathering Customer Feedback
Goldsmith, MarshallHelping Successful People Get Even Better
Grigoryev, PattyHiring By Competency Models
Campbell, MaryImproving Agency Performance and Service Delivery
Brown, William A.Improving People Skills–Key to Quality
Armistead, Colin; Clark, G.Improving service delivery
P, D.Inside quality service
Dusharme, DirkISO 9001: The Shift to Service
Stalinski, SherrylLeveraging Diversity: Moving from Compliance to Performance
Schraeder, Mike; Freeman, Willie; Durham, CharlesA Lexicon for Lifelong Learning
Goodman, John; DePalma, David; Broetzmann, ScottMaximizing the Value of Customer Feedback
Hashim, MohammadMeasuring Reliability in Service Industries
Di Mascio, RitaA method to evaluate service delivery process quality
Chowdhary, Nimit; Prakash, MonikaPrioritizing service quality dimensions
Simons, Jacob V. JrReliability-based analysis of service recovery
Parry, PamSears Delivers A Better QMS
Parasuraman, A.Service quality and productivity: A synergistic perspective
Saravanan, Rao R.Service Quality From the Customer’s Perspective: An Empirical Investigation
Seth, Nitin; Deshmukh, S.G.; Vrat, PremService quality models: a review
ASQSuccession Planning Facts and Fantasies
Norton, William I. Jr.; Sussman, LyleTeam Charters: Theoretical Foundations and Practical Implications for Quality and Performance

 

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