Creating a customer-centered culture : leadership in quality, innovation, and speed /
Lawton, Robin L., 1949-
Creating a customer-centered culture : leadership in quality, innovation, and speed / Robin L. Lawton. - xix, 177 páginas : ilustraciones ; 26 cm
Incluye bibliografía e índice
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.
0873891511 9780873891516
93015572
Servicio al cliente--Control de calidad.
Administración de la calidad total.
658.812 / L425c 1993
Creating a customer-centered culture : leadership in quality, innovation, and speed / Robin L. Lawton. - xix, 177 páginas : ilustraciones ; 26 cm
Incluye bibliografía e índice
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.
0873891511 9780873891516
93015572
Servicio al cliente--Control de calidad.
Administración de la calidad total.
658.812 / L425c 1993