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APPA Library

"Chapter 12: A Customer Service Strategy"
Author: Hug, Jack
Published In: Creating a Service Culture: Making the Customer Connection
Date: 2005

Service leadership has proven an effective and practical means for achieving high quality customer service.  Describes the characteristics of service leaders. Discusses the customer value proposition concept and how it can be applied on the college campus. Reviews APPA's Facilities Management Evaluation Program, a management tool to help organizations achieve high levels of service leadership and overall excellence in providing service to customers; reports how APPA has customized Malcolm Baldrige National Quality Award criteria for the FMEP and higher education facilities management. Covers the FMEP guidelines and findings concerning customer focus, leadership, and strategic and operational planning.

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