Exceeding Customer Expectations

Exceeding Customer Expectations

By (author) 

List price: US$42.67

Currently unavailable

Add to wishlist

AbeBooks may have this title (opens in new window).

Try AbeBooks


For courses in Fire Service Management and Administration.Addressing the need for modern fire departments to improve service and cost effectiveness while maintaining a level of excellence, this text for the fire safety professional emphasizes the use of Quality Improvement Programs to meet these demands. Describing the planning, training, and teamwork needed to bring about successful QIPs, this text explains their benefits and presents techniques to show that they are feasible and achievable in fire service today.show more

Product details

  • Paperback | 134 pages
  • 203.2 x 269.24 x 7.62mm | 340.19g
  • Pearson Education (US)
  • Pearson
  • United States
  • English
  • 0130384941
  • 9780130384942

Back cover copy

Today's fire departments are faced with many challenges and increasing demands. Chief Fire Officers must continually strive to improve their department's service and cost effectiveness, while maintaining a level of excellence. This resource demonstrates that the way to meet these demands is through Quality Improvement Programs--through planning, training, and teamwork--that not only meet the department's needs, but also exceed their customer's expectations. It raises consciousness about them, demonstrates the need for them, explains the benefits of them, and presents a few of the techniques to show that they are feasible and achievable in the fire service today. Features: Discusses the Total Quality Leadership program and why it is essential for organizational success.Highlights ways to identify improvement areas.Details problem-solving tools for quality improvements.Discusses ways of measuring customer expectations and satisfaction.Additional Titles of Interest Edwards, "Fire Service Personal Management" (0-13-012885-6) Janing/Sacks, "Achieving Excellence in the Fire Service" (0-13-042208-8) Smith, "Strategic and Tactical Considerations on the Fireground" (0-13-061451-3)show more

Table of contents

1. Total Quality Leadership: An Investment for the Future. 2. Identifying Improvement Opportunities. 3. The Problem Solving Toolbox. 4. "Best in Class" Benchmarking for Top Performance. 5. Measuring Customer Expectation and Satisfaction.show more

About Randy R. Bruegman

Randy R. Bruegman is currently the Fire Chief for the city of Fresno, California, and is a noted author and lecturer on Leadership and Managing Change in the Fire Service. In addition to this text, Chief Bruegman is has authored two additional texts: Exceeding Customer Expectations, and the Chief Officer: A Symbol is a Promise both published by Pearson/Prentice Hall. Chief Bruegman has served on the Accreditation Task Force for the International Association of Fire Chiefs for eight years, six as Vice-Chairman. Chief Bruegman served as President of the IAFC (2002) and has served as the President of the Board of Directors of the Center for Public Safety Excellence since 2003. Chief Bruegman holds an Associate Degree in Fire Science, a Bachelor's Degree in Business, and a Master's Degree in Management.show more