The Customer connection quality for the rest of us / John Guaspari
Material type:
TextPublication details: New York : American Management Association c1988Description: xv, 223 pages : illustrations ; 24 cmISBN: - 814458378
- HD 38 .G83 1988
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National University - Manila | LRC - Annex Relegation Room | Gen. Ed. - CBA | GC HD 38 .G83 1988 (Browse shelf(Opens below)) | c.1 | Available | NULIB000005540 |
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| GC HD 31 .W67 1989 The World executive's digest library : the best of business books. | GC HD 38 .C66 1972 Comparative studies in organizational behavior / | GC HD 38 .D78 1970 Technology, management & society / | GC HD 38 .G83 1988 The Customer connection quality for the rest of us / | GC HD 38 .L67 1977 Strategic planning systems / | GC HD 38 .S29 1979 The Manager and the modern internal auditor : a problem-solving partnership / | GC HD 3861 .K37 1988 Acquiring major systems contracts : bidding methods and winning strategies / |
1. How Has "Quality" Gotten Such a Bad Name? -- 2. The Toughest Things About Quality -- 3. What Is Quality? -- 4. "You Make a Great Product...It's Too Bad We Have to Do Business With You" -- 5 You're Sending Signals All the Time -- 6. The Hidden Opportunities -- 7. Improving the Quality of Quality Improvement -- 8. A Dash of Heresy . . . Just to Spice Things Up -- 9. The Paradoxes of Quality.
his is not a book about the techniques of quality assur ance and quality control, so if that's what you're looking for, you'd be better off somewhere else. Understand, that's not because mastery of such techniques isn't important. In fact, it's absolutely essential. No serious, sustainable effort at achieving quality improvement will succeed without the vigilant application of the teachings and methodologies offered by the true experts in the field: Deming, Juran, Crosby, Feigen-baum, and the rest. But I'm not going to write about those things for the simple reason that I'm not an expert in quality assurance or quality control. I'm a marketing guy. My formal training was as an engineer-an aerospace/ mechanical engineer to be specific.
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