Titre :	Managing customer value : creating quality and service that customers can see
Type de document :	texte imprimé
Auteurs :	Gale, Bradley T, Auteur
Editeur :	New York : Free Press
Année de publication :	©1994
Importance :	xxii, 424 p.
Présentation :	illustrations
Format :	24 cm
ISBN/ISSN/EAN :	978-0-02-911045-4
Note générale :	Includes bibliographical references and indexes
Langues :	Anglais (eng)
Catégories :	Business Consumer satisfaction--Evaluation Marketing--Management Quality of products--Evaluation
Note de contenu :	Making quality a strategic weapon -- The four steps to customer value management -- Moving "customer satisfaction" from a slogan to a science -- Role models : companies that delivered market-perceived quality and value -- How Milliken & Co. built a competitive powerhouse -- "Customer value added" at AT & T : a competitive strategy milestone -- Communicating the complex truth about cholesterol -- How to achieve quality service -- Managing some big issues with customer value management -- Creating power brands -- Assessing competing technologies and nurturing a long-term winner -- The tools and metrics of customer value analysis -- The seven tools of customer vaqlue analysis -- Putting the power of a whole organization in a single room : the war-room wall and strategic navigation -- Aligning your quality initiatives with the goal of true customer value management -- The payoff from providing superior quality and value -- Here's the proof : superior quality drives the bottom line and shareholder value -- Learning from the Malcolm Baldrige National Quality Award -- Comprehensive alignment : key to true competitiveness. Appendix : Malcolm Baldrige National Quality Award : 1994 award examination criteria and guidelines -- Why do patients demand a large drop in total cholesterol? -- Building our store of case examples and empirical evidence -- Questionnaire to aid benchmarking.

Managing customer value : creating quality and service that customers can see [texte imprimé] / Gale, Bradley T, Auteur . - New York : Free Press, ©1994 . - xxii, 424 p. : illustrations ; 24 cm.
ISBN : 978-0-02-911045-4
Includes bibliographical references and indexes
Langues : Anglais (eng)

Catégories :

Business Consumer satisfaction--Evaluation Marketing--Management Quality of products--Evaluation

Note de contenu :

Making quality a strategic weapon -- The four steps to customer value management -- Moving "customer satisfaction" from a slogan to a science -- Role models : companies that delivered market-perceived quality and value -- How Milliken & Co. built a competitive powerhouse -- "Customer value added" at AT & T : a competitive strategy milestone -- Communicating the complex truth about cholesterol -- How to achieve quality service -- Managing some big issues with customer value management -- Creating power brands -- Assessing competing technologies and nurturing a long-term winner -- The tools and metrics of customer value analysis -- The seven tools of customer vaqlue analysis -- Putting the power of a whole organization in a single room : the war-room wall and strategic navigation -- Aligning your quality initiatives with the goal of true customer value management -- The payoff from providing superior quality and value -- Here's the proof : superior quality drives the bottom line and shareholder value -- Learning from the Malcolm Baldrige National Quality Award -- Comprehensive alignment : key to true competitiveness. Appendix : Malcolm Baldrige National Quality Award : 1994 award examination criteria and guidelines -- Why do patients demand a large drop in total cholesterol? -- Building our store of case examples and empirical evidence -- Questionnaire to aid benchmarking.