Creating a customer-centered culture
Subtitle: leadership in quality, innovation, and speed
By: Robin L. Lawton.
Publisher: ASQC Quality Press
Published: 1993
Place of publication: Milwaukee, Wis
Language: eng
Number of pages: 177
Subjects: Customer services -- Quality control.; Total quality management.
Description: Many organizations have found it difficult to transfer the Voice of the Customer methods and technologies developed for manufacturing quality and apply them to knowledge and service work. This how-to guide makes it easier! Lawton challenges the traditional thinking about quality and service and provides approaches for integrating the two into a plan that works. Covers successfully applying formal quality management methods--from Taguchi, Deming, and others--to the service enterprise.
Notes: Includes bibliographical references (p. [165]-168) and index.