Customer-led enterprise strategy

Author: Roger G. Lanctot
Publisher:
Publish Date: 2003-01-01
Features: Classroom Broadcast Excellent Enterprise Management Practice Series This book introduces a customer-centric enterprise strategy from a unique perspective, providing guidance for businesses to improve customer satisfaction and enhance the overall organizational production and operational performance. The author emphasizes the importance of a customer-centric approach, covering introductions to the Malcolm Baldrige Award, the ISO quality standards series, and quality standards in the automotive and aerospace industries. It also presents specific methods for improving the overall organizational performance through market research, explaining the steps of process management, total quality management, and quality planning, while also including content on quality improvement processes and performance evaluation. The author of this book is both an authority in academic quality management in the United States and has extensive practical experience in quality management, improving corporate performance, and customer satisfaction. The book uses simple and clear language to analyze the essence of customer-centric enterprise strategies. At the same time, the author introduces knowledge in various management fields directly related to this strategy. This book can be considered an interdisciplinary practical guide for customer-centric enterprise strategies.