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Customer-focused quality : what to do on Monday morning

Author: Tom Hinton; Wini Schaeffer
Publisher: Englewood Cliffs, N.J. : Prentice Hall, ©1994.
Edition/Format:   Print book : EnglishView all editions and formats
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Document Type: Book
All Authors / Contributors: Tom Hinton; Wini Schaeffer
ISBN: 013189630X 9780131896307
OCLC Number: 28377286
Description: xiii, 273 pages : illustrations ; 24 cm
Contents: Ch. 1. How to Champion Customer-Focused Quality --
Ch. 2. How to Listen to Your Customers and Measure Their Satisfaction --
Ch. 3. How to Listen to Your Employees and Help Them Focus on the Customer --
Ch. 4. How to Evaluate Your Processes to Become More Customer-Focused --
Ch. 5. How to Benchmark and Set Customer-Focused Goals --
Ch. 6. How to Educate and Train Your Employees in the Ways of Excellent Customer Service --
Ch. 7. Leading by Example: How to Achieve a Corporate Reputation for Quality --
Ch. 8. How to Lead Your Staff in the Pursuit of Quality --
Ch. 9. Championing Quality: People, Principles, Processes, and Performance --
Appendix 1: The Malcolm Baldrige Award and Criteria --
Appendix 2: Mission and Vision Statements.
Responsibility: Tom Hinton, Wini Schaeffer.

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