Customer-Inspired Quality: Looking Backward Through the
ISBN: , SKU: , AUTHOR: Shaw, James G. / Shaw, PUBLISHER: Jossey-Bass, Customer Inspired Quality by James G. Shaw is a superior resource for executives faced with the challenge of improving quality and customer satisfaction cost-effectively, and in ways that help their organizations compete. Shaw, a pioneer in bringing quality improvement from the engineering realm to service processes and organizations, believes that customers are in the best position to define quality for any company. In fact, their definition is the only one that really counts. In his newest book, he takes readers through the methodology necessary to improve processes, and therefore quality, as perceived by the customer. Customer Inspired Quality shows readers, step-by-step, how to: -- Use a Process Profile "RM" to analyze a process from the customer's point of view -- Establish measurements that reflect the customer's definition -- Qualify a process for the six levels of process improvement -- Conduct process improvement reviews Shaw uses real-world examples and situations to illustrate his concepts. Customer Inspired Quality includes: -- Glossary -- Summary charts -- Recommended reading and references -- Basic measurement tools -- Brainstorming tools -- Suggested quality measures