Your Customers' Perception of Quality : What It Means to Your Bottom Line and How to Control It

WHY PERCEPTION OF QUALITY NEEDS YOUR ACTIVE ATTENTIONThe Neglected Frontier of Quality in Today's QualitysphereBeyond the Quality DepartmentActual Quality Matters Quality Assurance, Quality Control, and TestingCustomers' Perception of Quality: The Neglected FrontierWhy Are We Neglecting customers' perception of quality?Additional EvidenceUnderstanding Customer-Experienced QualityEven More Proof of NeglectWhy Customer Perception of Quality Is So ImportantCustomers' Perception Kaizen Poka-Yoke Constraint Management Six SigmaCapability Maturity Management Integrated (CMMI)

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Year of publication:	2011
Authors:	Kureemun, Baboo
Other Persons:	Fantina, Robert (contributor)
Publisher:	Hoboken : CRC Press
Subject:	Kundenzufriedenheit \| Customer satisfaction \| Beziehungsmarketing \| Relationship marketing \| Dienstleistungsqualität \| Service quality

Extent:	Online-Ressource (216 p)
Type of publication:	Book / Working Paper
Language:	English
Notes:	Description based upon print version of record Front Cover; Contents; Introduction; Chapter 1: The Neglected Frontier of Quality in Today's Qualitysphere; Chapter 2: Why Customers' Perception of Quality Is So Important; Chapter 3: Demonstrating the Return on Investment in Customer Perception of Quality; Chapter 4: Garnering Support and Gaining Endorsement; Chapter 5: A Framework to Derive the Right Investments; Chapter 6: Managing a Journey of Continuous Improvement; Chapter 7: Metrics That Prove the Worth of the Initiatives; Chapter 8: Delivering a Capability to Sustain Customers' Perception of Quality Function Chapter 9: Common Hurdles That Plague Customers' Perception of Quality InitiativesConclusion: Letter to a New Champion of Customers' Perception of Quality; Appendix A: Sample Questions; Appendix B: Multivoting Exercise; Appendix C: Iterative Nature of the Process; Bibliography; About the Authors; Back Cover
ISBN:	978-1-4398-4581-3 ; 978-1-4398-9123-0 ; 978-1-4398-4581-3
Source:	ECONIS - Online Catalogue of the ZBW

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