Your customers' perception of quality : what it means to your bottom line and how to control it - Kureemun, Baboo; Fantina, Robert (New York : Productivity Press, 2011)
Why perception of quality needs your active attention -- The neglected frontier of quality in today's qualitysphere -- Why customer perception of quality is so important -- Demonstrating the return on investment in customer perception of quality -- Taking clinical actions that yield tangible results -- Garnering support and gaining endorsement -- A framework to derive the right investments -- Managing a journey of continuous improvement -- Harvesting the rewards and continuing the journey -- Metrics that prove the worth of the initiatives -- Delivering a capability to sustain a customer perception of quality function -- Common hurdles that plague customer perception of quality initiatives -- Letter to a new champion of customer perception of quality from the authors.
Includes bibliographical references (p. 185-186) and index.
Keywords: Quality of products -- Public opinion; Consumers -- Attitudes