Why Customer Focus Strategies Often Fail

The author details nine pitfalls that sabotage efforts to execute a quality improvement strategy and insists that management must take a more active role in promoting the importance of customer-focused quality.

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Bibliographic Details
Published in:The Journal of business strategy 1991-09, Vol.12 (5), p.34-37
Main Author: Whiteley, Richard C.
Format: Article
Language:English
Subjects:
Business enterprises
Calloway, Wayne
Chief executive officers
Commerce - organization & administration
Consumer Behavior
Corporate objectives
Crandall, Robert
Customer relations
Customer satisfaction
Customer service
Deming, W. Edwards
Education, Continuing
Employees
Fox, Colin
Guidelines
Health administration
How-to
Improvements
Industry Financing
Inservice Training
Kearns, David
Leadership
Management
Methods
Motivation
Organizational Objectives
Petersen, Donald E
Polls & surveys
Public relations
Quality Control
Service Quality
Siefkin, William C
Training
United States
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Description
Summary:The author details nine pitfalls that sabotage efforts to execute a quality improvement strategy and insists that management must take a more active role in promoting the importance of customer-focused quality.
ISSN:0275-6668
2052-1197
DOI:10.1108/eb039441