Making Customer Satisfaction Happen

Making Customer Satisfaction Happen

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This book provides the focus for an organisation's Total Quality Management process; the achievement of `world-class' customer satisfaction. The book draws exclusively from actual case studies of world leading companies.The Honda lawnmower, which we discussed in depth in Making Quality Happen, is another example of a relatively pedestrian product which, through superior customer focus, in the form of product and service, captured a major market share anbsp;...

Title:Making Customer Satisfaction Happen
Author:R.M. McNealy
Publisher:Springer Science & Business Media - 1994-09-30


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