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Record Nr. |
UNINA9910463837003321 |
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Autore |
Kureemun Baboo |
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Titolo |
Your customers' perception of quality : what it means to your bottom line and how to control it / / by Baboo Kureemun and Robert Fantina |
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Pubbl/distr/stampa |
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Boca Raton, FL : , : Productivity Press, an imprint of Taylor and Francis, , 2011 |
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ISBN |
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0-429-25217-X |
1-4398-4582-4 |
1-4398-4581-6 |
1-4398-9123-0 |
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Edizione |
[1st edition] |
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Descrizione fisica |
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1 online resource (216 pages) : illustrations |
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Collana |
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Disciplina |
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Soggetti |
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Quality of products - Public opinion |
Consumers - Attitudes |
Electronic books. |
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Lingua di pubblicazione |
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Formato |
Materiale a stampa |
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Livello bibliografico |
Monografia |
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Nota di bibliografia |
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Includes bibliographical references. |
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Nota di contenuto |
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chapter 1 The Neglected Frontier of Quality in Today’s Qualitysphere -- chapter 2 Why Customers’ Perception of Quality Is So Important -- chapter 3 Demonstrating the Return on Investment in Customer Perception of Quality -- chapter 4 Garnering Support and Gaining Endorsement -- chapter 5 A Framework to Derive the Right Investments -- chapter 6 Managing a Journey of Continuous Improvement -- chapter 7 Metrics That Prove the Worth of the Initiatives -- chapter 8 Delivering a Capability to Sustain Customers’ Perception of Quality Function -- chapter 9 Common Hurdles That Plague Customers’ Perception of Quality Initiatives. |
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Sommario/riassunto |
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Providing the insight and tools needed to improve the perception your customers have about the quality of your product or service, Your Customers' Perception of Quality: What It Means to Your Bottom Line and How to Control It introduces a ground-breaking model for measuring the impact of quality perception on your bottom line. Allowing you to look at quality from an outside-in, truly customer-centric perspective, the authors pave a concrete connection between |
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