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Achieving breakthrough service in libraries : a nationwide teleseminar.

Autor: Hardy R FranklinW Earl SasserJames L HeskettDynix.Ameritech.Todos os autores
Editora: Chicago, Ill. : American Library Association, 1994.
Edição/Formato   Vídeo em VHS : Fita VHS   Material visual : InglêsVer todas as edições e formatos
Base de Dados:WorldCat
Resumo:
Hardy Franklin, American Library Association President, James L. Heskett, UPS Foundation Professor of Business Logistics of the Harvard Business School, and W. Earl Sasser, Jr. UPS Foundation Professor of Service Management of the Harvard Business School discuss the means of improving customer service and in America's libraries. In addition to several exercises, the manual includes brief management case studies from  Ler mais...
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Detalhes

Gênero/Forma: Case studies
Tipo de Material: Gravação de vídeo
Tipo de Documento Material visual
Todos os Autores / Contribuintes: Hardy R Franklin; W Earl Sasser; James L Heskett; Dynix.; Ameritech.; American Library Association.; NOTIS Systems.; Kathleen Gilroy Associates.
Número OCLC: 30503929
Notas: Videotaped in Boston in May 12, 1994 from 1:00 p.m.-5:00 (EDT); Simultaneously transmitted via satellite.
Executor(es): Hardy R. Franklin, James L. Heskett, W. Earl Sasser, Jr.
Descrição: 1 videocassette (VHS) : sound, color ; 1/2 in. + 1 manual (30 pages)
Detalhes: VHS format.

Resumo:

Hardy Franklin, American Library Association President, James L. Heskett, UPS Foundation Professor of Business Logistics of the Harvard Business School, and W. Earl Sasser, Jr. UPS Foundation Professor of Service Management of the Harvard Business School discuss the means of improving customer service and in America's libraries. In addition to several exercises, the manual includes brief management case studies from libraries in the United States and several large American corporations.

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Primary Entity

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