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.