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Your Customers' Perception of Quality - What It Means to Your Bottom Line and How to Control It (Hardcover, New)
Loot Price: R1,289
Discovery Miles 12 890
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Your Customers' Perception of Quality - What It Means to Your Bottom Line and How to Control It (Hardcover, New)
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Total price: R1,309
Discovery Miles: 13 090
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Providing the insight and tools needed to improve the perception
your customers have about the quality of your product or service,
Your Customers' Perception of Quality: What It Means to Your Bottom
Line and How to Control It introduces a ground-breaking model for
measuring the impact of quality perception on your bottom line.
Allowing you to look at quality from an outside-in, truly
customer-centric perspective, the authors pave a concrete
connection between enhanced customer perception and increased
profitability. The book introduces cutting-edge concepts in
customer-centric quality-explaining exactly how to identify, plan,
cost justify, manage, and deliver consistent improvements to the
factors that matter most to your customers. Helping you harness the
power of the universal set of tools, techniques, and methods at
your disposal in the field of quality, the book: Unveils a model
that provides quantifiable information for determining the impact
of customer perception on your bottom line Details a strategic
model for attaining long-term benefits-including the tools required
to make the necessary tactical changes Includes a wealth of
customizable tools to help kick-start implementation efforts The
text clearly illustrates how to implement methods proven to improve
operational efficiencies, foster customer loyalty, and drive
increased revenue through positive word of mouth. Complete with
helpful checklists, templates, tools, and detailed instructions on
how to tailor them to your company, the authors guide you through
the path of evaluating, analyzing, and implementing the
value-adding adjustments needed to drive profits and boost customer
loyalty.
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