Creating a Customer-Centered Culture: Leadership in Quality, Innovation, and Speed

Creating a Customer-Centered Culture shows you how to successfully apply existing traditional management tools to knowledge and service work. It teaches you to think like customers so you can implement an organizational culture transformation on your way to total quality management in a jargon-free, step-by-step way.

Contents:
- The Service Product
- Differentiating Customers
- Defining Customer Expectations
- Measuring Service Quality
- Quality and Innovation
- Process
- Implementation

Also includes an appendix, a glossary, and more than 75 figures and tables.