Customer-value analysis helps hone strategy

Article Abstract:

There has been little research into the customer-value hierarchy in a business-to-business environment. National Science Foundation-sponsored research with Eastman Chemical Co in this field is being used to validate customer segmentation criteria and as an element of a customer interface redesign initiative. This company is also revising its business-strategy model to place greater emphasis on customer value in the strategy development process. It is clear that a company able to match its core competencies to customer-value needs is in a position to target customer groups.

Research, Customer relations, Value added

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Quality today: recognizing the critical SHIFT

Article Abstract:

It is possible to identify a number of trends in the quality field. Quality is becoming softer, far-flung, technical and integrative, and is also going into hiding. The basic tools of quality are now inadequate to bring about the performance levels required by modern companies to maintain market leadership and competitive advantage. This is prompting some companies to turn to extremely sophisticated, technical, statistically based quality tools. The impact of trends in the quality field will be seen in all management disciplines.

Analysis, Total quality management, Excerpt, Critical SHIFT: The Future of Quality in Organizational Performance (Book)

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