Creating a customer-centered culture
leadership in quality, innovation, and speed
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Author
Publication
1993 - ASQC Quality Press, Milwaukee, Wis, Wisconsin
Language
English
Word Count
44,250 words, Guess
Page Count
177 pages
Identifiers
- Open LibraryOL1407193M
- Internet Archivecreatingcustomer00lawt
- ISBN-100873891511
- ISBN-139780873891516
- Goodreads1905607
Classifications
- DDC658.8/12
- LCCHF5415.5 .L39 1993
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.
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