- Bib ID:
- 1834398
- Format:
- Book
- Author:
- Naumann, Earl, 1946-
- Description:
-
- Cincinnati, Ohio : Thomson Executive Press, c1995
- xv, 279 p. : ill. ; 24 cm.
- ISBN:
- 0538838477 (acid-free paper)
- Full contents:
-
- Ch. 1. Complacency
- Ch. 2. The Customer Value Triad
- Ch. 3. The Quality Imperative
- Ch. 4. The Service Imperative
- Ch. 5. Value-based Pricing
- Ch. 6. The High Cost of Low Value
- Ch. 7. A Customer Satisfaction Program
- Ch. 8. Getting Close to the Customer
- Ch. 9. Supplier Partnering
- Ch. 10. Cooking Frogs, Charles Darwin, and Kaizen
- Appendix A: A Baldrige-based Self-Diagnostic Questionnaire
- Appendix B: Supplier Partnership Diagnostic Questionnaire
- Appendix C: How to Design a Customer Satisfaction Measurement Program.
- Notes:
- Includes bibliographical references and index.
- Subject:
-
- Copyright:
-
In Copyright
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Copyright status was determined using the following information:
- Material type:
- Literary Dramatic Musical
- Published status:
- Published
- Publication date:
- 1995
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