Enhancing SE deployment in large organisations by proactively managing service quality of SE training and support services

16th Annual International Symposium of the International Council on Systems Engineering, INCOSE 2006

Volumn 1, Issue , 2006, Pages 68-78

  Kossmann, Mario ^a  

^a AIRBUS OPERATIONS LTD   (United Kingdom)

Author keywords

[No Author keywords available]

Indexed keywords

HIGH QUALITY; KEY SUCCESS FACTORS; MANAGING SERVICE QUALITIES; SERVICE QUALITY; SERVICE QUALITY MANAGEMENT; SUPPORT SERVICES; TRAINING SESSIONS;

PERSONNEL TRAINING; SOCIETIES AND INSTITUTIONS; SYSTEMS ENGINEERING;

QUALITY OF SERVICE;

EID: 84878805086     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: None     Document Type: Conference Paper

References (4)

1. Kotter, J. (1996) 'Leading Change', Harvard Business School Press, Boston, USA.
2. Palmer, A. (1994) 'Principles of Services Marketing', McGraw-Hill, Maidenhead, Berkshire, England.
3. Slack, N., Chambers, A., Johnston, R. (2004) 'Operations Management', Pearson Education, London, England.
4. Zeithaml, V.A., Bitner, M.J. (2002) 'Services Marketing', McGraw-Hill, Singapore.