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QICID: 19580
Title: The Future of Quality: Customer Value
Copyright: 2004, Feigenbaum & Feigenbaum, McGraw-Hill.
Author: Feigenbaum, Armand V.; Feigenbaum, Donald S.
Organization: General Systems Inc., Pittsfield, MA
Subject: customer experience management, Total Quality Management (TQM),Quality management principles,Management styles,Customer satisfaction (CS),Customer and market focus, Value-added;
Series: Quality Progress, Vol. 37, No. 11, November 2004, pp. 24-29
Online full text for this article is not available at this time.
Abstract: In an excerpt from their new book The Power of Management Capital, the authors stress the importance of integrating the management and quality fields for overall organizational benefit. Successful companies today are meeting customer quality value expectations by using more effective management and quality models that drive complete customer quality value and create profitability and growth in the marketplace. The global economy's demands and competitive opportunities represent a bright future for the quality field and for quality professionals.
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