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Articles
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QICID: 24366
Title: The Right Move
Copyright: ASQ
Author: Barcellos, Paulo; Mueller, Antony
Organization:
Subject: Organizational improvement initiatives, Quality policy, Customer satisfaction (CS), Customer and market focus, Quality management principles, Business performance;
Series: Quality Progress, Vol. 42, No. 8, August 2009, pp. 16-20
This ARTICLE is available FREE
to all readers.
Abstract: The inability to accurately measure customer satisfaction adversely affects the ability of companies to link quality improvement to profitability. In order to survive and grow, a company must also be able to determine the return of investment in their quality initiatives. This means developing quality programs by identifying critical quality dimensions as indicated by the marketplace. Firms can then concentrate limited resources on sectors most valued by their customers. Management’s efforts should be focused on long-term objectives, relying on customer satisfaction as the key driver for increasing the net value of the company’s customer base.
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