Daniel Kaplan Associates
Daniel Kaplan is the author of leading business book Service Success, published by John Wiley & Sons.
Singled out by Fortune and The New York Times as a remarkable manager, Dan Kaplan has pioneered a revolutionary new system for measuring service quality to help managers keep track of intangibles in a service business. Provides a straightforward, practical case study of managing for excellence along with invaluable insight into the potentials and limitations inherent in the management systems under which organizations operate.
The book can be purchased from Amazon.com - please click here.