Lawton, Robin L.,  1949- <br/><br/>
Creating a customer-centered culture :  leadership in quality, innovation, and speed / 
Robin L. Lawton. 
 - xix, 177 páginas :  ilustraciones ;  26 cm 
<br/><br/>Incluye bibliografía e índice 
<br/><br/> 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. 
<br/><br/><label>ISBN: </label>0873891511 9780873891516 
<br/><br/><label>LCCN: </label>93015572  
<br/><br/><label>Subjects--Topical Terms: </label><br/>Servicio al cliente--Control de calidad.<br/>Administración de la calidad total.
<br/><br/><label>Dewey Class. No.: </label>658.812    / L425c 1993