APPA Library

"Quality Planning + Employee Involvement Enhance Customer Satisfaction"
Author: Geiermann, Esther M.
Published In: Facilities Manager
Date: Summer 1994

Quality planning is needed to transform the customer's needs and expectations into a process that successfully meets the predetermined goal. Defines the key components of quality planning and describes process and outcomes of a physical facilities administrative support services review conducted at Miami University. Includes diagram of the work order communications sequence.

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