Creating a Customer-centered Culture: Leadership in Quality, Innovation, and Speed

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ASQ Quality Press, 1993 - Business & Economics - 177 pages
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Creating a Customer-Centered Culture shows you how to successfully apply existing traditional management tools to knowledge and service work. it teaches you to think like customers so you can implement an organizational culture transformation on your way to total quality management in a jargon-free, step-by-step way.
 

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Contents

DEFINING PRODUCT
THE ROLE OF BROKERS
THE ROLE OF FIXERS
PRODUCTCUSTOMER RELATIONSHIPS
INFORMATION IS POWER
PERFORMANCE CRITERIA
PERCEPTION OF THE PRODUCT
OUTCOME CRITERIA
REDEFINING PROCESS
TIMEBASED PROCESS IMPROVEMENT
MAPPING THE PROCESS
MEASURING TIME
MEASURING COST
MEASURING YIELD AND BATCH
PROCESS MAPPING WITH THE FACT SHEET
PRODUCTROLES MATRIX

SEPARATING PERFORMANCE FROM PERCEPTION
CUSTOMER EXPECTATIONS
CUSTOMER EXPECTATIONS EXERCISE
PRODUCER V CUSTOMERCENTERED MEASURES
DEVELOPING CUSTOMERCENTERED MEASURES
QUESTIONS TO CREATE PERFORMANCE ATTRIBUTES OF SQCS
DEVELOPING QUALITY MEASURES FOR CUSTOMERCENTERED DESIGN
CONVERGENT V DIVERGENT THINKING
OUTCOMEFOCUSED DIVERGENT THINKING
OUTCOMES
STRATEGIES FOR CHANGE
A CUSTOMERCENTERED CULTURE CHANGE STRATEGY AND PROCESS
ASSESSMENT
AWARENESS
DEMONSTRATION AND TRAINING
A CASE STUDY
PROMOTION EXPANSION AND INTEGRATION
TARGET PRODUCT SELECTION
TARGET PRODUCT SELECTION
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