Even today with quality improvement the battle cry of American industry, the quality programs in most companies are limited to "conformance to technical standards," according to quality expert Bradley Gale. While some have ventured a step farther to measure customer satisfaction, few of them, Gale demonstrates, have attempted to track market-perceived "quality" -- how buyers select among competing suppliers, why orders are won or lost, and which competitors are succeeding in which market segments. Using cases including ...
Read More
Even today with quality improvement the battle cry of American industry, the quality programs in most companies are limited to "conformance to technical standards," according to quality expert Bradley Gale. While some have ventured a step farther to measure customer satisfaction, few of them, Gale demonstrates, have attempted to track market-perceived "quality" -- how buyers select among competing suppliers, why orders are won or lost, and which competitors are succeeding in which market segments. Using cases including Milliken & Company; AT&T, United Van Lines, and Gillette, Gale shows how leading-edge companies have gone beyond the minimal achievements of conformance quality and customer satisfaction to focus on the third, higher stage, "market-perceived quality versus competitors" and aspire to an emerging fourth stage, "true strategic management." Drawing on his extensive research at AT&T, Johnson & Johnson, Parke-Davis, and other world-class companies, Gale provides new metrics for market-perceived quality that are straightforward and easy to interpret. His set of seven integrative tools for customer value analysis makes up the heart of the "war room wall" to help guide business-unit teams in their effort to outperform competitors in satisfying customers. The great value of these tools is that they are derived from a future-oriented strategic navigation system that tracks competitive information and market-perceived quality. Learning to master this system accelerates customer satisfaction from a slogan to a science and leads ultimately to true strategic management -- the fourth stage of Total Quality Management. The processes described in this book provide an insider's perspective on the criteria of the Baldrige Award. Bradley Gale's insights and innovative methods for defining, measuring, and improving market-perceived quality will create an entirely new thrust for the worldwide quality movement.
Read Less
Add this copy of Managing Customer Value: Creating Quality and Service to cart. $1.99, like new condition, Sold by ThriftBooks-Reno rated 4.0 out of 5 stars, ships from Reno, NV, UNITED STATES, published 1994 by Free Press.
Add this copy of Managing Customer Value: Creating Quality and Service to cart. $1.99, like new condition, Sold by ThriftBooks-Baltimore rated 4.0 out of 5 stars, ships from Halethorpe, MD, UNITED STATES, published 1994 by Free Press.
Add this copy of Managing Customer Value: Creating Quality and Service to cart. $2.99, good condition, Sold by newlegacybooks rated 5.0 out of 5 stars, ships from Annandale, NJ, UNITED STATES, published 1994 by Free Press.
Add this copy of Managing Customer Value: Creating Quality and Service to cart. $3.50, good condition, Sold by HPB Inc. rated 4.0 out of 5 stars, ships from Dallas, TX, UNITED STATES, published 1994 by Free Press.
Choose your shipping method in Checkout. Costs may vary based on destination.
Seller's Description:
Good. Connecting readers with great books since 1972! Used books may not include companion materials, and may have some shelf wear or limited writing. We ship orders daily and Customer Service is our top priority!
Add this copy of Managing Customer Value: Creating Quality and Service to cart. $3.82, very good condition, Sold by Wonder Book - Member ABAA/ILAB rated 5.0 out of 5 stars, ships from Frederick, MD, UNITED STATES, published 1994 by Free Press.
Choose your shipping method in Checkout. Costs may vary based on destination.
Seller's Description:
Very Good. Very Good condition. Very Good dust jacket. A copy that may have a few cosmetic defects. May also contain a few markings such as an owner's name, short gifter's inscription or light stamp.
Add this copy of Managing Customer Value: Creating Quality and Service to cart. $8.85, like new condition, Sold by 2VBooks rated 5.0 out of 5 stars, ships from Derwood, MD, UNITED STATES, published 1994 by Free Press.
Choose your shipping method in Checkout. Costs may vary based on destination.
Seller's Description:
Fine in fine dust jacket. Sewn binding. Cloth over boards. 432 p. Contains: Illustrations. Audience: General/trade. No previous owner's name. Clean, tight pages. No bent corners.
Add this copy of Managing Customer Value: Creating Quality and Service to cart. $11.37, very good condition, Sold by HPB-Diamond rated 4.0 out of 5 stars, ships from Dallas, TX, UNITED STATES, published 1994 by Free Press.
Choose your shipping method in Checkout. Costs may vary based on destination.
Seller's Description:
Very good. Connecting readers with great books since 1972! Used books may not include companion materials, and may have some shelf wear or limited writing. We ship orders daily and Customer Service is our top priority!
Add this copy of Managing Customer Value: Creating Quality and Service to cart. $11.50, new condition, Sold by Chidoc5 Rare Books rated 2.0 out of 5 stars, ships from Highland Park, IL, UNITED STATES, published 1994 by Free Press.
Add this copy of Managing Customer Value: Creating Quality and Service to cart. $11.94, like new condition, Sold by 2VBooks rated 5.0 out of 5 stars, ships from Derwood, MD, UNITED STATES, published 1994 by Free Press.
Choose your shipping method in Checkout. Costs may vary based on destination.
Seller's Description:
Fine in fine dust jacket. Sewn binding. Cloth over boards. 432 p. Contains: Illustrations. Audience: General/trade. No previous owner's name. Clean, tight pages. No bent corners.
Add this copy of Managing Customer Value Creating Quality & Service That to cart. $11.95, like new condition, Sold by The Warm Springs Book Company rated 5.0 out of 5 stars, ships from Fremont, CA, UNITED STATES, published by New York, Free Press 1994.
