Acquiring, processing, and deploying voice of the customer. (©2001)

• Record Type: Book
• Further Information: Note: M. Larry Shillito.
• Other Names: Shillito, M. Larry, 1939-
• Contents: The World of VOC; Company and Customer Focus; Collecting VOC; Interpretation and Translation of VOC; Structuring Customer Data; Quantifying Structured VOC; VOC Integration; Deploying VOC; Tracking VOC into the Future; The VOC System-A Seasoned Perspective; Appendix A: VOC Forms; Appendix B: Kano Collection and Interpretation Method; Appendix C: Customer Oriented Product Concepting (COPC); Appendix D: VOC Example (3-hole punch); Appendix E: Bibliography, Quality Function Development
• Publisher Details: Boca Raton, Fla : St. Lucie Press
• Publication Date: 2001
• Copyright Date: 2001
• Extent: 1 online resource (xvi, 279 pages), illustrations
• Subjects: 658.8/12; Customer services -- Management; BUSINESS & ECONOMICS -- Customer Relations; Customer services -- Management; Klantenservice; Klantgerichtheid; Management; Electronic books
• Languages: English
• ISBNs: 9781420025606; 1420025600
• Related ISBNs: 1574442902; 9781574442908
• Notes: Note: Includes bibliographical references (page 269) and index.; Note: Print version record.
• 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.