Customer Inspired Quality: Looking Backward Through the Telescope (Warren Bennis Executive Briefing Series)

Customer Inspired Quality: Looking Backward Through the Telescope (Warren Bennis Executive Briefing Series)

Editorial Reviews
Book Description
Read it in just 2 hours! Establish customer-defined quality to escalate performance and profitsIn order for your organization to achieve optimum success, you must understand how customers define a quality version of your product or service. Customer-Inspired Quality will help you do just that, plus establish quantifiable ways to improve processes so that you meet?and exceed?customer expectations at all times.

Step by step, discover how to:

• Analyze work processes from the perspective of primary, secondary, and internal customers
• Establish measurements that reflect the customers' definitions
• Qualify a process for a six-level process improvement model
• Conduct regular process improvement reviews
• Use process qualification to achieve early measurable results
• Identify which quality and operational performance measures should be tracked according to customer needs

Customer-Inspired Quality will help you improve quality and customer satisfaction cost-effectively and in ways that will help your organization compete. Put your customers in the driver's seat and watch your profits take off!

Inside Flap Copy
How to you put your customers in the driver's seat?If you're a manager faced with the challenge of improving quality and customer satisfaction cost-effectively and in ways that will help your organization compete, Customer-Inspired Quality: Looking Backward Through the Telescope provides an answer to this challenge.Jim Shaw, a pioneer in transferring process-improvement techniques from manufacturing to service and administrative functions, believes that customers are in the ONLY position to define quality for any company. In Customer-Inspired Quality, he shows process owners how to systematically identify what customers really want.Customer-Inspired Quality shows you how to:- Construct a Process Profile [registration mark] to analyze work processes from the perspective of primary, secondary, and internal customers.- Establish measurements that reflect the customers' definitions of quality.- Improve and qualify a process level by level.- Conduct regular process-improvement reviews.In order to be quality leaders, organizations must understand how their customers define "quality" versions of specific products and services. Refocusing your telescope to look at your organization from the customers' point of view provides the information and inspiration you need to achieve a new level of excellence.Customer-Inspired Quality: Looking Backward Through the Telescope helps determine how our customers define quality and establishes quantifiable ways to improve processes so that we can meet -- and exceed -- customer expectations.

Customer Inspired Quality: Looking Backward Through the Telescope (Warren Bennis Executive Briefing Series)

Customer Inspired Quality: Looking Backward Through the Telescope (Warren Bennis Executive Briefing Series),James G. Shaw,Jossey-Bass,0787903469,Accounting - General,Business & Economics,Business / Economics / Finance,Business/Economics,Consumer satisfaction,Customer Service,Quality (Management),Quality Control,Total Quality Management,Customer services

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