简介
《妈妈的土豆沙拉》是加拿大作者Regina关于全面质量管理的教程，从特别有代表性的视角——妈妈的土豆沙拉，阐述全面质量管理的核心观点，即个人主观能动性发挥着至关重要的作用，说明服务行业中唯有用心、真诚与认真的服务才能给顾客以宾至如归的感觉的服务理念。
目录
Preface
Introduction
Chapter 1 Observations
Chapter 2 Discretionary Effort Exemplified
Chapter 3 The Human Element
Chapter 4 Is It Up to Management or One's Self
Chapter 5 TheConcept of Love
Chapter 6 Total Quality Management (TQM)
Chapter 7 The Human Element andCase Studies
Case Study 1 Human Resource Management(HRM) at McDonald
Case Study 2 International Human Resource Management (IHRM)
Case Study 3 IHRM at Ford MotorCompany
Chapter 8 Personal Growth
Chapter 9 What Is Personal Satisfaction
Chapter 10 Employee Engagement
Chapter 11 Cultural Intelligence
Case Study Disneyland Shanghai
Chapter 12 Enhancing Personal Growth
Chapter 13 Putting It All Together
Conclusion
Appendices
Appendix 1 Kempinski HotelCorporation
Appendix 2 How to Make Mom's Potato Salad
Appendix 3 TQM in Pictures
Introduction
Chapter 1 Observations
Chapter 2 Discretionary Effort Exemplified
Chapter 3 The Human Element
Chapter 4 Is It Up to Management or One's Self
Chapter 5 TheConcept of Love
Chapter 6 Total Quality Management (TQM)
Chapter 7 The Human Element andCase Studies
Case Study 1 Human Resource Management(HRM) at McDonald
Case Study 2 International Human Resource Management (IHRM)
Case Study 3 IHRM at Ford MotorCompany
Chapter 8 Personal Growth
Chapter 9 What Is Personal Satisfaction
Chapter 10 Employee Engagement
Chapter 11 Cultural Intelligence
Case Study Disneyland Shanghai
Chapter 12 Enhancing Personal Growth
Chapter 13 Putting It All Together
Conclusion
Appendices
Appendix 1 Kempinski HotelCorporation
Appendix 2 How to Make Mom's Potato Salad
Appendix 3 TQM in Pictures
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