Business

Customer Value, Customer Focus, Customer Satisfaction

Our Customers Expect "Total Transaction" Quality. So That's What We'd Better Be Building.

The Journal for Quality and Participation

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September 1, 1990

It's not just the product. It's the overall customer experience.

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People's own experiences as Customers is a powerful resource available to you.

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You Want Buy-In to Quality? Then You've Got to Sell It

HR has some selling to do when it comes to Quality.

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Virtual Aggravation

Virtual aggravation can trump real aggravation.

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Quality is Not a Way of Life

What it's about is not screwing up. Why should we be defensive about that?

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