Exceeding Customer Expectations

Addressing the need for modern fire departments to improve service and cost effectiveness while maintaining a level of excellence, this book 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.This book explains Total Quality Leadership, identifies improvement opportunities, provides problem-solving techniques, explains the benchmarks for top performance, and provides ways to measure customer expectations and satisfaction.For fire department chiefs and fire safety professionals.