Your customers' perception of quality : what it means to your bottom line and how to control it

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 Initiatives.