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" Your customers' perception of quality : "
Baboo Kureemun, Robert Fantina
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BL
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| Record Number
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643199
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| Doc. No
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dltt
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| Main Entry
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Kureemun, Baboo
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| Title & Author
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Your customers' perception of quality : : what it means to your bottom line and how to control it /\ Baboo Kureemun, Robert Fantina
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| Publication Statement
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New York :: Productivity Press,, c2011
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| Page. NO
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xxv, 199 p. :: ill. ;; 24 cm
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| ISBN
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9781439845813 (acid-free paper)
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: 1439845816 (acid-free paper)
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| Bibliographies/Indexes
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Includes bibliographical references (p. 185-186) and index
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| Contents
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Why perception of quality needs your active attention -- The neglected frontier of quality in today's qualitysphere -- Why customer perception of quality is so important -- Demonstrating the return on investment in customer perception of quality -- Taking clinical actions that yield tangible results -- Garnering support and gaining endorsement -- A framework to derive the right investments -- Managing a journey of continuous improvement -- Harvesting the rewards and continuing the journey -- Metrics that prove the worth of the initiatives -- Delivering a capability to sustain a customer perception of quality function -- Common hurdles that plague customer perception of quality initiatives -- Letter to a new champion of customer perception of quality from the authors
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| Subject
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Quality of products-- Public opinion
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Consumers-- Attitudes
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| Dewey Classification
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658.4/013
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| LC Classification
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HF5415.157.K85 2011
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| Added Entry
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Fantina, Robert
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