Managing customer value / Gale, Bradley T 

Public ISBD Titre : Managing customer value : creating quality and service that customers can see Type de document : texte imprimé Auteurs : Gale, Bradley T, Auteur Editeur : New York : Free Press Année de publication : ©1994 Importance : xxii, 424 p. Présentation : illustrations Format : 24 cm ISBN/ISSN/EAN : 978-0-02-911045-4 Note générale : Includes bibliographical references and indexes Langues : Anglais (eng) Catégories : Business Consumer satisfaction--Evaluation Marketing--Management Quality of products--Evaluation Note de contenu : Making quality a strategic weapon -- The four steps to customer value management -- Moving "customer satisfaction" from a slogan to a science -- Role models : companies that delivered market-perceived quality and value -- How Milliken & Co. built a competitive powerhouse -- "Customer value added" at AT & T : a competitive strategy milestone -- Communicating the complex truth about cholesterol -- How to achieve quality service -- Managing some big issues with customer value management -- Creating power brands -- Assessing competing technologies and nurturing a long-term winner -- The tools and metrics of customer value analysis -- The seven tools of customer vaqlue analysis -- Putting the power of a whole organization in a single room : the war-room wall and strategic navigation -- Aligning your quality initiatives with the goal of true customer value management -- The payoff from providing superior quality and value -- Here's the proof : superior quality drives the bottom line and shareholder value -- Learning from the Malcolm Baldrige National Quality Award -- Comprehensive alignment : key to true competitiveness. Appendix : Malcolm Baldrige National Quality Award : 1994 award examination criteria and guidelines -- Why do patients demand a large drop in total cholesterol? -- Building our store of case examples and empirical evidence -- Questionnaire to aid benchmarking. Managing customer value : creating quality and service that customers can see [texte imprimé] / Gale, Bradley T, Auteur . - New York : Free Press, ©1994 . - xxii, 424 p. : illustrations ; 24 cm. ISBN : 978-0-02-911045-4 Includes bibliographical references and indexes Langues : Anglais (eng) Catégories : Business Consumer satisfaction--Evaluation Marketing--Management Quality of products--Evaluation Note de contenu : Making quality a strategic weapon -- The four steps to customer value management -- Moving "customer satisfaction" from a slogan to a science -- Role models : companies that delivered market-perceived quality and value -- How Milliken & Co. built a competitive powerhouse -- "Customer value added" at AT & T : a competitive strategy milestone -- Communicating the complex truth about cholesterol -- How to achieve quality service -- Managing some big issues with customer value management -- Creating power brands -- Assessing competing technologies and nurturing a long-term winner -- The tools and metrics of customer value analysis -- The seven tools of customer vaqlue analysis -- Putting the power of a whole organization in a single room : the war-room wall and strategic navigation -- Aligning your quality initiatives with the goal of true customer value management -- The payoff from providing superior quality and value -- Here's the proof : superior quality drives the bottom line and shareholder value -- Learning from the Malcolm Baldrige National Quality Award -- Comprehensive alignment : key to true competitiveness. Appendix : Malcolm Baldrige National Quality Award : 1994 award examination criteria and guidelines -- Why do patients demand a large drop in total cholesterol? -- Building our store of case examples and empirical evidence -- Questionnaire to aid benchmarking.

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Code-barres	Cote	Support	Localisation	Section	Disponibilité
100046434	HF 5415 .I57 .G34 1994	Book	Bibliothèque principale	English Books	Disponible

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