Customer Inspired Quality: Looking Backward Through the Telescope
 James G. Shaw
Read it in just 2 hours! Establish customer-defined quality to escalate performance and profitsIn order for your organization to achieve optimum success, you must understand how customers define a quality version of your product or service. Customer-Inspired Quality will help you do just that, plus establish quantifiable ways to improve processes so that you meet?and exceed?customer expectations at all times.
Step by step, discover how to:
- Analyze work processes from the perspective of primary, secondary, and internal customers
- Establish measurements that reflect the customers' definitions
- Qualify a process for a six-level process improvement model
- Conduct regular process improvement reviews
- Use process qualification to achieve early measurable results
- Identify which quality and operational performance measures should be tracked according to customer needs
Customer-Inspired Quality will help you improve quality and customer satisfaction cost-effectively and in ways that will help your organization compete. Put your customers in the driver's seat and watch your profits take off!
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Reviews:
"Process improvement is the only known way to make real, long lasting changes in an organization that will increase its chances of survival and prosperity," writes Jim Shaw, consultant and examiner for the Malcolm Baldridge Quality Award. This book discusses the importance of looking at your business through the eyes of your customer, and sets out a series of steps for doing so.
With simple explanations, and well structured chapters, this book is a quick read (1-2 hours), but is elementary for anyone already involved in six sigma (or any other customer focused improvement effort.) If being "customer inspired" is something that you aspire to, but aren't entirely sure how to do it, this book gives an invaluable perspective."
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