Your customers' perception of quality : what it means to your bottom line and how to control it /: what it means to your bottom line and how to control it. (2011)

• Record Type: Book
• Further Information: Note: Baboo Kureemun and Robert Fantina.
• Other Names: Kureemun, Baboo; Fantina, Robert
• Contents: WHY PERCEPTION OF QUALITY NEEDS YOUR ACTIVE ATTENTION The Neglected Frontier of Quality in Today’s Qualitysphere; Beyond the Quality Department; Actual Quality Matters; Quality Assurance, Quality Control, and Testing; Customers’ Perception of Quality: The Neglected Frontier; Why Are We Neglecting customers’ perception of quality?; Additional Evidence; Understanding Customer-Experienced Quality; Even More Proof of Neglect Why Customer Perception of Quality Is So Important; Customers’ Perception Kaizen Poka-Yoke; Constraint Management; Six Sigma; Capability Maturity Management Integrated (CMMI); International Organization for Standardization (ISO); Other Standards; New Product Introduction; Demonstrating the Return on Investment in Customer Perception of Quality; Fear Factor Causes Action Paralysis; From the Rags of Data to the Riches of Intelligence; Toward a Business Case for Customers’ Perception of Quality; The Ten Commandments of Customers’ Perception of Quality; Creating the Business Case for Customers’ Perception of Quality; Step 1: Gather Supporting Data; Step 2: Articulate the Specific Problem Statement Quantifying the Problem at Hand; Step 3: Create the Drama; Sample Slide Presentation to Garner Leaders’ Support. CLINICAL ACTIONS THAT YIELD TANGIBLE RESULTS Garnering Support and Gaining Endorsement; Selecting the Sponsor and Steering Committee; Practical Steps; Steering Committees; ; A Framework to Derive the Right Investments; Getting Started; Surveys; Sales Representatives; Trade Shows; Lost Customers; Data Analysis; Root Cause Analysis; Analysis; Example; Data Gathering; Prioritize; Root Cause Analysis; Analysis Managing a Journey of Continuous Improvement; Customer-Driven Continuous Improvements; Six-Step Continuous Improvement Approach; An Actionable Agile Program Management Framework; Common Challenges and Possible Resolution Strategies; Organizational Structure; Horizontal Sponsorship; Skills Gaps; System Constraints; Senior-Level Resistance; Encouraging Creativity; When Do We Know We Are on the Right Track?; Positive Signs; Warning Signs; Communications Management: The Boon of Your Customers’ Perception of Quality Initiatives; Governance HARVESTING THE REWARDS AND CONTINUING THE JOURNEY Metrics That Prove the Worth of the Initiatives; Data Rich, Yet Information Poor; Metrics, Key Performance Indicators (KPIs), and Critical Success Factors (CSFs); Conceptualizing Business Operations and Metrics; Classical Quality Performance Indicators; "-Ilities" in the World of Software Architecture Functionality; Usability; Maintainability; Scalability; Availability; Security; Cost of Poor Quality (COPQ); Quantifying Customers’ Perception of Quality; Loyalty Measurement Models; Method 1: Measuring and Increasing Customer Perception of Quality; Method 2: Measuring and Increasing Customers’ Perception of Quality Delivering a Capability to Sustain a Customer Perception of Quality Function; The Process; Data-Gathering Phase; Analysis Phase; Documenting the New Process; Piloting the New Process Common Hurdles That Plague Customer Perception of Quality Initiatives; Goals of This Chapter; Leaders Who Walk the Talk; Common Challenges; Lack of Management Commitment; Inadequate Resources, Budget, and Time; Lack of Information, Monitoring, and Measurements; Resistance to Planning; Reluctance to be Proved Wrong; Lack of Corporate Objectives, Strategies, Policies, and Business Direction; Lack of Knowledge and Lack of Appreciation of Business Impacts and Priorities; Resistance to Change and Cultural Change; Poor Relationships, Poor Communication, and a Lack of Cooperation between Business Units; Lack of Tools, Standards, and Skills; Critical Success Factors; Common Risks Conclusion: Letter to a New Champion of Customer Perception of Quality from the Authors; Appendix A: Sample Questions; Appendix B: Multivoting Exercise; Appendix C: Iterative Nature of the Process; Bibliography; Index Each chapter concludes with a Summary & Checklist
• Publisher Details: Place of publication not identified : Productivity Press
• Publication Date: 2011
• Extent: 1 online resource (225 pages), (56 illustrations)
• Subjects: 658.812; Consumer satisfaction; Customer relations -- Management
• Languages: English
• ISBNs: 9781439891230; 1439891230
• Access Rights: Legal Deposit; Only available on premises controlled by the deposit library and to one user at any one time; The Legal Deposit Libraries (Non-Print Works) Regulations (UK).
• Access Usage: Restricted: Printing from this resource is governed by The Legal Deposit Libraries (Non-Print Works) Regulations (UK) and UK copyright law currently in force.