Current Issue: July/August 1997
Volume 13, Number 4
World-Class Service: Discover the Magic
Features
How Valuable Are We to Our Customers?
by Robert M. Casagrande
Partnering with the Commerce School to Improve Facilities Services
by Jay W. Klingel
Refurbished Buses Drive MSU to Huge Savings
by Gene Garrison
Statistical Process Control and its Role in Process Improvement
by Edgar C. Ray
Designing Quality Service: The Service Excellence Model
by Michael A. Ellicott & Rodney J. Conard PhD
Transforming the Cleaning Paradigm
by Cary Buckley & David Peterson, CFM
Columns
The Bookshelf
Reviewed in This Issue
by Book review editor: John M. Casey, P.E