John Maleyeff is a Professor of Practice at Boston University's professionally oriented Metropolitan College, USA, focusing on the analysis and improvement of business processes, operations, and supply chains for both products and services. He has held professional positions in the U.S. Department of Defense, RCA's David Sarnoff Research Center, and LEGO, and has also consulted for many well-known consumer product, healthcare, and manufacturing companies. Dr. Maleyeff is the author of the Routledge book Service Science: The Analysis and Improvement of Business Processes, and holds a PhD in Industrial Engineering and Operations Research from the University of Massachusetts Amherst, USA

1. Introduction to service quality management 2. Process thinking in service quality management 3. Service customer needs analysis 4. Service quality performance metric development 5. Customer satisfaction survey development 6. Basic tools for service quality analysis 7. Statistical tools for service quality analysis 8. Theoretical foundations for statistical quality analysis 9. Service process stability analysis 10. Service process capability analysis 11. Service reliability and intervention analysis 12. Quality improvement foundations 13. Quality improvement project management 14. Quality system creation and deployment 15. Quality improvement with remote collaboration