Exceeding Customer Expectations
Published on 21. November 2002
Book
Paperback/Softback
134 pages
978-0-13-038494-2 (ISBN)
Description
For courses in Fire Service Management and Administration.
Addressing the need for modern fire departments to improve service and cost effectiveness while maintaining a level of excellence, this text for the fire safety professional emphasizes the use of Quality Improvement Programs to meet these demands. Describing the planning, training, and teamwork needed to bring about successful QIPs, this text explains their benefits and presents techniques to show that they are feasible and achievable in fire service today.
Addressing the need for modern fire departments to improve service and cost effectiveness while maintaining a level of excellence, this text for the fire safety professional emphasizes the use of Quality Improvement Programs to meet these demands. Describing the planning, training, and teamwork needed to bring about successful QIPs, this text explains their benefits and presents techniques to show that they are feasible and achievable in fire service today.
More details
Language
English
Place of publication
United States
Publishing group
Pearson Education (US)
Target group
Professional and scholarly
Weight
367 gr
ISBN-13
978-0-13-038494-2 (9780130384942)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Person
Randy R. Bruegman is currently the Fire Chief for the city of Fresno, California, and is a noted author and lecturer on Leadership and Managing Change in the Fire Service. In addition to this text, Chief Bruegman is has authored two additional texts: Exceeding Customer Expectations, and the Chief Officer: A Symbol is a Promise both published by Pearson/Prentice Hall.
Chief Bruegman has served on the Accreditation Task Force for the International Association of Fire Chiefs for eight years, six as Vice-Chairman. Chief Bruegman served as President of the IAFC (2002) and has served as the President of the Board of Directors of the Center for Public Safety Excellence since 2003. Chief Bruegman holds an Associate Degree in Fire Science, a Bachelor's Degree in Business, and a Master's Degree in Management.
Chief Bruegman has served on the Accreditation Task Force for the International Association of Fire Chiefs for eight years, six as Vice-Chairman. Chief Bruegman served as President of the IAFC (2002) and has served as the President of the Board of Directors of the Center for Public Safety Excellence since 2003. Chief Bruegman holds an Associate Degree in Fire Science, a Bachelor's Degree in Business, and a Master's Degree in Management.
Content
1. Total Quality Leadership: An Investment for the Future.
2. Identifying Improvement Opportunities.
3. The Problem Solving Toolbox.
4. "Best in Class" Benchmarking for Top Performance.
5. Measuring Customer Expectation and Satisfaction.
2. Identifying Improvement Opportunities.
3. The Problem Solving Toolbox.
4. "Best in Class" Benchmarking for Top Performance.
5. Measuring Customer Expectation and Satisfaction.