Customer Value Management

Author: Gail, translated by An Shenghui et al.
Publisher:
Publish Date: 2006-12-01
Features: Through extensive research on world-renowned companies such as Melamine, AT&T, Johnson & Johnson, and Gillette, the author proposes a simple and practical market perception quality matrix and provides seven integrated tools for customer value analysis to help businesses better meet customer needs than their competitors. These tools come from a long-term strategic navigation system, which can help businesses track information about competitors and market perception quality. Mastering the strategic navigation system will accelerate businesses' transformation of their understanding of customer satisfaction, turning it from a mere slogan into a science, and ultimately helping them achieve the ultimate goal of total quality management—the true strategic management. Additionally, this book comprehensively and objectively describes the Malcolm Baldrige National Quality Award in the United States. The author's pioneering work on defining, measuring, and improving market perception quality will spark a wave of quality management worldwide.