WorldCat Identities

Hart, Christopher W. L.

Overview
Works: 36 works in 91 publications in 5 languages and 2,433 library holdings
Genres: Case studies  Encyclopedias 
Roles: Author
Classifications: HF5415.5, 658.812
Publication Timeline
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Most widely held works by Christopher W. L Hart
Service breakthroughs : changing the rules of the game by James L Heskett( Book )

21 editions published between 1990 and 1994 in 6 languages and held by 893 WorldCat member libraries worldwide

What do Citicorp, UPS, and Marriott have in common? They are "breakthrough" service providers, firms that changed the rules of the game in their respective industries by consistently exceeding customer needs and expectations, thus forcing their competitors to either adapt or fail. With detailed case studies of Nordstrom, American Airlines, McDonald's and dozens of other companies, service management experts Heskett, Sasser and Hart show exactly how breakthrough managers - with an intuitive understanding of the "self-reinforcing management cycle" have development a strategic service vision, built loyalty, and positioned their service more successfully than their competitors
The Baldrige : what it is, how it's won, how to use it to improve quality in your company by Christopher W. L Hart( Book )

7 editions published in 1992 in English and held by 673 WorldCat member libraries worldwide

In the short span of years since Congress created the Malcolm Baldrige National Quality Award, it has become the most widely sought-after symbol of commitment to excellence and achievement of the highest quality standards. Yet according to acclaimed quality management experts Christopher Hart and Christopher Bogan, this prestigious--and often controversial--award is much more: it's a beacon and a blueprint for driving any organization to its highest levels of sustainable achievement. In The Baldrige Hart and Bogan first whisk you behind the scenes, examining the history and philosophy of The Baldrige and rigorously assessing its impact on the field of total quality management. Then step-by-step, they explain how to apply for The Baldrige, or use its quality assessment framework for internal improvement purposes. They provide inside information on how applications are screened, finalists chosen, on-site verification processes undertaken, and finally, how winners are selected. You'll find close-up looks at who the winners have been and how they did it, a working glossary of common quality terms, and an overview of state and international awards that can be used as dress rehearsals for The Baldrige. But The Baldrige goes even further, showing how quality-conscious managers can implement a seven-step process for making The Baldrige quest the centerpiece of a continuous improvement strategy. Here, finally, is all the reliable, results-driven guidance you need to commit to a core culture of customer satisfaction and constant improvement, and develop the discipline to build these beliefs into everything you do. Packed with fresh. bold, frankly provocative ideas about achieving business excellence, The Baldridge shows you how to:. Change the perception of quality from a narrowly focused inspection-based activity to a multi-faceted prevention-based discipline. Collect reliable, relevant data and use it to assess and continuously improve processes up, down, and across your organization. Build close, productive partnerships with suppliers and customers that feed improvement back into all your operations. Use the insights, wisdom, and creativity of front-line employees to contribute to quality improvement. Perform vigorous benchmarking and continuous self-measurement against competitors. Drive down costs through higher productivity and better utilization of resources, without sacrificing commitment to the customer. Apply continuous improvement techniques even to low-frequency processes like strategic planning. Much more than just a how-to manual for describing what it takes to capture the nation's most prestigious award, The Baldrige provides the guidance, discipline, and focus to move your company from the here of current quality to the there of its true competitive potential
The service management course : cases and readings by W. Earl Sasser( Book )

10 editions published in 1991 in English and held by 313 WorldCat member libraries worldwide

Extraordinary guarantees : a new way to build quality throughout your company & ensure satisfaction for your customers by Christopher W. L Hart( Book )

3 editions published in 1993 in English and held by 248 WorldCat member libraries worldwide

Strategic hotel/motel marketing by Christopher W. L Hart( Book )

8 editions published between 1986 and 1996 in English and held by 222 WorldCat member libraries worldwide

Winning through Baldridge( Visual )

2 editions published in 1992 in English and held by 12 WorldCat member libraries worldwide

Demonstrates how the criteria for the Malcolm Baldrige National Quality Award can be used a roadmap to make any service organization a winner, even if it never applies for the award itself
Instructor's manual for the service management course : cases and readings by W. Earl Sasser( Book )

1 edition published in 1991 in English and held by 7 WorldCat member libraries worldwide

The Paul Revere Insurance Company interviews with Pat Townsend, Brad Gay, Chuck Soule : April 22, 1987 by Patrick L Townsend( Visual )

2 editions published in 1987 in English and held by 6 WorldCat member libraries worldwide

Pat Townsend, director of quality team control, Brad Gay, vice-president-market development, and Chuck Soule, executive vice president-insurance operations, discuss the development of the quality control program at Paul Revere Insurance Company
Club Med [interviews with] Jacques Giraud, Chairman and Sylvio de Bortoli, Vice President of Sales by Jacques Giraud( Visual )

3 editions published in 1988 in English and held by 6 WorldCat member libraries worldwide

Jacques Giraud, Chairman, and Sylvio de Bortoli, Vice President of Sales, discuss the "magic" or ambience that Club Med offers to vacationers. They stress the importance of selling "real vacation time" to their customers
Service management by Harvard University( Book )

1 edition published in 1991 in English and held by 4 WorldCat member libraries worldwide

Americana Incorporated question and answer session with MBA class, January 15, 1987( Visual )

1 edition published in 1987 in English and held by 4 WorldCat member libraries worldwide

Michael A. Leven, President and Chief Operating Officer, Days Inn of America, comments on major issues of Americana Incorporated: resort planning and marketing, capacity planning, and operations management
Bugs Burger Bug Killers, Inc( Visual )

2 editions published in 1988 in English and held by 3 WorldCat member libraries worldwide

Alvin Burger describes the start of his extermination business and explains his philosophy of service
Marketing by Christopher W. L Hart( Book )

1 edition published in 1986 in English and held by 3 WorldCat member libraries worldwide

The service management course : cases and readings by W. Earl Sasser( Book )

1 edition published in 1991 in English and held by 3 WorldCat member libraries worldwide

Club Med (A) by Christopher W. L Hart( Book )

3 editions published in 1990 in English and held by 3 WorldCat member libraries worldwide

The power of unconditional service guarantees by Christopher W. L Hart( Book )

2 editions published in 1988 in English and held by 2 WorldCat member libraries worldwide

Extraordinary guarantees : achieving breakthrough, gains in quality & customer satisfaction by Christopher W. L Hart( Book )

2 editions published in 1998 in English and held by 2 WorldCat member libraries worldwide

Hospitality management library by American Hotel & Motel Association( Book )

in English and held by 2 WorldCat member libraries worldwide

Florida Power Light Quality Improvement (Q1) : story exercise (A) by Christopher W. L Hart( Book )

2 editions published in 1988 in English and held by 2 WorldCat member libraries worldwide

Keeping customers( Recording )

1 edition published in 1998 in English and held by 2 WorldCat member libraries worldwide

 
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Service breakthroughs : changing the rules of the game
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The service management course : cases and readingsInstructor's manual for the service management course : cases and readings