Customer-Inspired Quality: Looking Backward Through the Telescope (Warren Bennis Executive Briefing Series)
| Author | : | |
| Rating | : | 4.81 (851 Votes) |
| Asin | : | 0787903469 |
| Format Type | : | paperback |
| Number of Pages | : | 126 Pages |
| Publish Date | : | 2016-08-30 |
| Language | : | English |
DESCRIPTION:
I wish I was the author of this text James G. Shaw While I share the same name as the true author I am not the author of this excellent book that gives clear focus on the importance of not ever overlooking the purpose of a successful business: A Quality Satisfaction Accomplishment for the Customer/Client. Worth adding to your reference library if you want to stay focused on Customer Satisfaction.. "A great first look at what it means to be "Cutomer Focused"" according to A Customer. "Process improvement is the only known way to make real, long lasting changes in an organization that will increase its chances of survival and prosperity," writes Jim Shaw, consultant and examiner for the Malcolm Baldridge Quality Award. This book discusses the importance of looking at your business through the eyes of your customer, and sets out a series of steps fo
We shortened cycle times -- like the time it took to process a loan -- which was very important to customers. It enabled us to focus on the key processes as the patient sees themIt is not a fad -- we're still using it more than four years later." —Dr. This was a new ideaIt focuses you on the data that are important to customers." —Chris Menicou, Director, Digital Quality, LTX Trillium"When you measure it, it becomes important. And once you've used Jim's Process Profileregistration mark diagram to define the process, you've created the ability to measure the process." —Rober Hite, COO, Dominican Santa Cruz Hospital"This way o
Put your customers in the driver's seat and watch your profits take off!. 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 customersEstablish measurements that reflect the customers' definitionsQualify a process for a six-level process improvement modelConduct regular process improvement reviewsUse process qualification to achieve early measurable resultsIdentify which quality and operational performance measures should be tracked according to customer needsCustomer-Inspired Quality will help you improve quality and customer satisfaction cost-effectively and in ways that will help your organization compete. 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