Managing Customer Value
Managing customer value and focussing improvement efforts.
Author(s): Bradley T. Gale
Publisher: The Free Press
Date of publication: 1995
Manageris opinion
Many continue to believe that quality means “zero defects,” while others have understood that more is needed, and aim for customer satisfaction. However, very few companies have actually implemented a customer value-driven approach like that of AT&T and Johnson & Johnson.
• What makes quality a real strategic weapon in the marketplace?
• What criteria can be used to demonstrate the economic viability of the modern quality approach?
• What key tools are required to implement this approach?