Stuff
Adobe DRM
Product Details
Free Press, November 2009
eBook, 432 pages
ISBN-10: 143918836X
ISBN-13: 9781439188361
Read an excerpt:
Table of Contents
Preface
Acknowledgments
PART ONE: MAKING QUALITY A STRATEGIC WEAPON
1. The Four Steps to Customer Value Management
2. Moving "Customer Satisfaction" from a Slogan to a Science
PART TWO: ROLE MODELS: COMPANIES THAT DELIVERED MARKET-PERCEIVED QUALITY AND VALUE
3. How Milliken & Co. Built a Competitive Powerhouse
4. "Customer Value Added" at AT&T: A Competitive Strategy Milestone
5. Communicating the Complex Truth About Cholesterol
6. How to Achieve Quality Service
PART THREE: MANAGING SOME BIG ISSUES WITH CUSTOMER VALUE MANAGEMENT
7. Creating Power Brands
8. Assessing Competing Technologies and Nurturing a Long-Term Winner
PART FOUR: THE TOOLS AND METRICS OF CUSTOMER VALUE ANALYSIS
9. The Seven Tools of Customer Value Analysis
10. Putting the Power of a Whole Organization in a Single Room: The War-Room Wall and Strategic Navigation
11. Aligning Your Quality Initiatives with the Goal of True Customer Value Management
PART FIVE: THE PAYOFF FROM PROVIDING SUPERIOR QUALITY AND VALUE
12. Here's the Proof: Superior Quality Drives the Bottom Line and Shareholder Value
13. Learning from the Malcolm Baldrige National Quality Award
14. Comprehensive Alignment: Key to True Competitiveness
Epilogue
Appendix A Malcolm Baldrige National Quality Award: 1994 Award Examination Criteria and Guidelines
Appendix B Why Do Patients Demand a Large Drop in Total Cholesterol?
Appendix C Building Our Store of Case Examples and Empirical Evidence
Appendix D Questionnaire to Aid Benchmarking
Notes
Index
Acknowledgments
PART ONE: MAKING QUALITY A STRATEGIC WEAPON
1. The Four Steps to Customer Value Management
2. Moving "Customer Satisfaction" from a Slogan to a Science
PART TWO: ROLE MODELS: COMPANIES THAT DELIVERED MARKET-PERCEIVED QUALITY AND VALUE
3. How Milliken & Co. Built a Competitive Powerhouse
4. "Customer Value Added" at AT&T: A Competitive Strategy Milestone
5. Communicating the Complex Truth About Cholesterol
6. How to Achieve Quality Service
PART THREE: MANAGING SOME BIG ISSUES WITH CUSTOMER VALUE MANAGEMENT
7. Creating Power Brands
8. Assessing Competing Technologies and Nurturing a Long-Term Winner
PART FOUR: THE TOOLS AND METRICS OF CUSTOMER VALUE ANALYSIS
9. The Seven Tools of Customer Value Analysis
10. Putting the Power of a Whole Organization in a Single Room: The War-Room Wall and Strategic Navigation
11. Aligning Your Quality Initiatives with the Goal of True Customer Value Management
PART FIVE: THE PAYOFF FROM PROVIDING SUPERIOR QUALITY AND VALUE
12. Here's the Proof: Superior Quality Drives the Bottom Line and Shareholder Value
13. Learning from the Malcolm Baldrige National Quality Award
14. Comprehensive Alignment: Key to True Competitiveness
Epilogue
Appendix A Malcolm Baldrige National Quality Award: 1994 Award Examination Criteria and Guidelines
Appendix B Why Do Patients Demand a Large Drop in Total Cholesterol?
Appendix C Building Our Store of Case Examples and Empirical Evidence
Appendix D Questionnaire to Aid Benchmarking
Notes
Index
Next: Chapter 1
