Voices into Choices: Acting on the Voices of the Customer

About the Author:

Oriel Incorporated and Center for Quality of Management (CQM) combined their areas of expertise, along with Gary Burchill and Christina Hepner Brodie, to write Voices Into Choices.  The book embodies the core philosophies of each organization—the development of resources and methods that enable customers to achieve and sustain excellence, and the spirit of organizations benefiting from mutual learning.  CQM offers its member organizations educational programs, advising services, research initiatives, and networking activities to address the three areas critical to long-term success:  planning, operations, and managing change.