Your Customers' Perception of Quality
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Your Customers' Perception of Quality: What It Means to Your Bottom Line and How to Control It

Your Customers' Perception of Quality: What It Means to Your Bottom Line and How to Control It


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About the Book

A detailed examination of a new concept in customer centricity, this book explores customer perception of quality and how to measure it. The author introduces a ground-breaking model for quantifying the impact that poor perception of quality has on the bottom line. It helps readers understand the importance of customer perception, how they may be misunderstanding this vital component, and how they can look at data collected from a variety of sources - surveys, customer conversations with sales representatives, etc. - and glean a clear understanding of their customers' perception, and the insight necessary to improve it.

Table of Contents:
Why Perception of Quality Needs Your Active Attention. The Neglected Frontier of Quality in Today‘s Qualitysphere. Why Customer Perception of Quality Is So Important. Demonstrating the Return on Investment in Customer Perception of Quality. Clinical Actions That Yield Tangible Results. Garnering Support and Gaining Endorsement. Solutioning Framework to Derive the Right Investments. Managing a Journey of Continuous Improvement. Harvesting the Rewards and Continuing the Journey. Metrics That Prove the Worth of the Initiatives. Delivering a Capability to Sustain a Customer Perception of Quality Function. Common Hurdles That Plague Customer Perception of Quality Initiatives. Conclusion: Letter to a New Champion of Customer Perception of Quality from the Authors. Appendices: Sample Questions. Multivoting Exercise. Iterative Nature of the Process.

About the Author :
Baboo Kureemun is a seasoned hands-on project management practitioner, with over 18 years of experience strategizing, planning, and executing business-critical initiatives in multiple industries across different cultures. He is presently employed by the Children, Youth and Social Services I&IT Cluster of the government of Ontario, Canada. Robert Fantina specializes in business process analysis, and has served in that role as a consultant and employee in several Fortune 500 companies in the United States and Canada. He is currently employed by Research in Motion (RIM) in Canada.


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Product Details
  • ISBN-13: 9781439891230
  • Publisher: CRC Press Inc
  • Publisher Imprint: Productivity Press
  • Language: English
  • ISBN-10: 1439891230
  • Publisher Date: 25 Apr 2011
  • Binding: Digital (delivered electronically)
  • Sub Title: What It Means to Your Bottom Line and How to Control It


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