Within American service sector organizations there exists a gap between understanding customer service quality improvement (QI) theories and applying them. Improving Service Quality in the Global Economy: Achieving High Performance in Public and Private Sectors, Second Edition fills that gap by presenting theory, application models, and cases of successful customer service QI efforts in both the public and private sectors. The book emphasizes the selection and development of strategies for quality improvement in regulated public non-market-driven services such as education, government, and healthcare. This revised edition promotes managerial thinking that integrates QI and Knowledge Management (KM) concepts with leadership principles that enable effective responses to the changing demands of the global economy. The text provides step-by-step guidelines, recommendations, and action plans for implementing quality improvements in service sector industries, which now generate two-thirds of America's GDP. Throughout this volume, cases of successful QI efforts in service industries complement major points in each chapter, offering profiles of global service quality leaders that serve as examples to organizations in the public sector. Current and future managers will gain insight into how the global service quality revolution effects their daily work environments, inspiring improvement in products, services, and support that American companies provide to markets worldwide.

This volume addresses the key topics: nonaqueous enzymology in general and protein design for organic solvents in particular, and enzymatic synthesis of carbon-carbon bonds, novel oligosaccharides, and modified steroids. It is a valuable source to experienced as well as potential users of enzymes.

Containing over 1200 detailed equations and illustrations, Biochemical Engineering offers several features that make it an ideal textbook. For students. edifying worked-out examples problems thought-provoking end-of-chapter exercises helpful definitions of nomenclature a useful key word index For instructors.. outlines for an undergraduate 15-week semester course on biochemical engineering for students who have had an introductory class in biochemistry or a related biological science, or who are taking such a course concurrently additional or alternate topics for a graduate course for students without background in biological sciences and a timesaving solutions manual (available to instructors only)