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Understanding the Customers Needs
Becoming Customer Driven
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achieve action activity analysis areas average basic beneﬁt cent chart check sheet client company’s competent competent complaints continuous improvement culture customer service defects deﬁned deliver difﬁcult documents effective efﬁcient employees ensure establish European Quality Award explore factors Feargal Quinn FIFO ﬁgures ﬁnancial ﬁnd ﬁrm ﬁrst ﬁve ﬂow focus Goldratt Guidelines identiﬁed identify inﬂuence instance internal Irish machine McDonald’s measure ment monitor motivation needs ofﬁce operating system organization Pareto analysis performance poka-yoke problem procedures proﬁt programs purchase quality control quality cost quality management quality plans quality system queue queuing requirements response sample satisﬁed service brief service companies service delivery speciﬁcation service design service industry service speciﬁcation signiﬁcant staff standards Superquinn supplier techniques Telecom Eireann Total Quality Management Total Service Quality Ulster Bank workers