We recommend using a modern web browser such as Google Chrome or Microsoft Edge with their default settings.
READING ON THE GO AT UNION STATION LENDING LIBRARY
In the spring of 2015, The Union Station Redevelopment Corporation launched a […]
Bradley T. Gale
Hello, I'm an eBook!
ATTENTION: This item is an eBook. It can be read on iOS, Android, MAC and PC's with a supported eReader. It is not a physical book. eBooks are available via download immediately after you've checked out.
Shipped from other seller
Once Upon A Time Books
Your Online Bookstore
Wonder Book - Member ABAA/ILAB
The Book Cellar
Robinson Street Books
One Stop Shop Bookstore
Golden Bridge Books
Using cases including Milliken & Company; AT&T, United Van Lines, and Gillette, Gale shows how leading-edge companies have gone beyond the minimal achievements of conformance quality and customer satisfaction to focus on the third, higher stage, "market-perceived quality versus competitors" and aspire to an emerging fourth stage, "true strategic management." Drawing on his extensive research at AT&T, Johnson & Johnson, Parke-Davis, and other world-class companies, Gale provides new metrics for market-perceived quality that are straightforward and easy to interpret. His set of seven integrative tools for customer value analysis makes up the heart of the "war room wall" to help guide business-unit teams in their effort to outperform competitors in satisfying customers. The great value of these tools is that they are derived from a future-oriented strategic navigation system that tracks competitive information and market-perceived quality. Learning to master this system accelerates customer satisfaction from a slogan to a science and leads ultimately to true strategic management -- the fourth stage of Total Quality Management.
The processes described in this book provide an insider's perspective on the criteria of the Baldrige Award. Bradley Gale's insights and innovative methods for defining, measuring, and improving market-perceived quality will create an entirely new thrust for the worldwide quality movement.
Come shop our entire inventory of used books. Get discount code »
All used inventory that ships from Better World Books may come from separate Better World Books distribution centers.
Sign up now to get news, sales and special promotions!
© Better World Books (BetterWorldBooks.com)