Stressing the facility manager's role as pro-active strategist and marketer, this compact, up-to-the-minute, user-friendly guide provides a detailed explanation of the tools and techniques needed to implement a customer service program. Features pertinent advice on how to effectively market the facility department within the organization. Covers all current management theory including TQM and the business climate of rightsizing. Includes self-evaluation forms, quizzes, exercises and checklists which enable readers to assess where their department is and how they can set benchmarks for improvement.

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