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Making Customer Satisfaction Happen - R. M. McNealy

Making Customer Satisfaction Happen

Hardcover Published: 30th September 1994
ISBN: 9780412589201
Number Of Pages: 192

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  • Paperback View Product Published: 29th February 1996
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Customer satisfaction is the critical strategic weapon for the 1990s and beyond for all types of organization. Customers are an organization's key natural resource and no organization can afford to squander its resources. The message is simple, we must treat each customer as a valuable irreplaceable resource and treat them as we would wish to be treated ourselves. "Making Customer Satisfaction Happen" provides a focus for an organization's Total Quality Management process. That focus is achieving "world-class" customer satisfaction. Drawing on actual case studies of "world-class" companies, Rod McNealy illustrates the power of customer satisfaction. The book shows the reader how to quantify the level of customer satisfaction in an organization and improve it. "Making Customer Satisfaction Happen" is targeted at a broad audience of managers of large and small companies in the public, private and non-profit sectors. This is a "hands-on" action-orientated, instructive guide to achieving customer satisfaction. This book should be of interest to senior and middle managers in industry, business and commerce, and to quality professionals.

Foreword
Introduction
Getting startedp. 1
Customer satisfaction paysp. 23
Customers and our organization: blessing or burdenp. 61
The making customer satisfaction happen modelp. 81
Best practices in making customer satisfaction happenp. 123
An approach to customer satisfaction researchp. 149
Appendixp. 175
Indexp. 189
Table of Contents provided by Blackwell. All Rights Reserved.

ISBN: 9780412589201
ISBN-10: 0412589206
Audience: Professional
Format: Hardcover
Language: English
Number Of Pages: 192
Published: 30th September 1994
Publisher: Chapman and Hall
Country of Publication: GB
Dimensions (cm): 23.4 x 15.6  x 1.27
Weight (kg): 1.05

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