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Making Customer Satisfaction Happen provides a customer focus for
your company's Total Quality process. Drawing on actual case
studies of 'world-class' customer satisfaction organizations, Rod
McNealy clearly illustrates the power of customer satisfaction as a
strategic weapon for any business. Significantly, this book
provides both an easily understandable and implementable approach
to meeting and exceeding your customers' needs and expectations.
Making Customer Satisfaction Happen is targeted at a broad audience
of managers in any type of organization - large or small, public or
private, operating for profit or non-profit. This is a 'hands-on',
action-oriented, instructive guide to achieving customer
satisfaction. It offers a proven approach for meeting and exceeding
customers' needs and expectations to the point of 'delighting'
them.
Quality is the major topic in international industry today and its
importance should increase in the 1990s. This book presents a
step-by-step approach for implementing a quality improvement
process in any type of organization. "Making Quality Happen"
utilizes "quality" as the strategic weapon that should help an
organization achieve its overall objective by improving the
organization's customer impact, reducing its cost structure,
increasing its competative market share and maximizing its employee
productivity. The quality improvement process detailed by NcNealy
should make quality and integral part of any organization, and not
an added or extraneous feature. "Making Quality Happen" is targeted
at a broad and deep audience of managers in all types or
organizations around the world. The concepts and recommended
actions expounded are directly applicable and have been implemented
successfully in large and small organizations in the public,
private and non-profit sectors. hsi is a "hands-on",
action-oriented, how-to guide ot implementing a quality improvement
effort. It is not a theoretical, overly technical or academic
treatise. Rather, it is a recipe for winning the quality
revolution. Examples are used throughout the text to illustrate its
key points and anecdotes from actual implementations are used to
clarify, augment and illustrate the recommended action plans.
This book provides the focus for an organisation's Total Quality
Management process; the achievement of world-class' customer
satisfaction. The book draws exclusively from actual case studies
of world leading companies.
Making Quality Happen presents a user friendly, customer focused
approach for implementing Quality Improvement process in any type
of organisation. The author draws upon personal experience of
workin with over fifty different organisations and shows how to
make quality an integral part of your professional life, not an
added or extraneous feature.
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