| ISPN | 977-337-305-3 |
| Author | _ |
What is meant by excellence - three awards for administrative excellence - seven axes of excellence according to the standards of Boldridge - List of excellence in performance - customers of the organization - customer satisfaction axes - the ten keys to excellence in service and know the strengths and weaknesses of the establishment - the system of strategic analysis - quality means different things For different parties - customer surveys to inform their complaint - trends in the comprehensive strategy.
