Rust,Roland T.

Return on quality : Measuring the financial impact of your company's quest for quality / Rust,Roland T. - Singapore Heinemann Asia 1994 - 225 p

1. Quality: what went wrong?
2. Methods of listening to the customer
3. The psychology of customer satisfaction
4. Designing customer satisfaction serves
5. Analyzing customer satisfaction surveys
6. Measuring the financial impact of quality
7. The cost of quality
8. The ROQ decision support system
9. Strategic planning: the ROQ approach
10. Creating a high performance business
11. Conclusion


9971643863


Technology-Management

658.5 / R922