The ups and downs of customer-driven quality

Article Abstract:

Customer-driven quality is in two forms, reactive, where customer requirements are responded to after the fact, and planned, which assesses and satisfies customers needs before the fact. Strategic quality planning (SQP) is perceived by many to be separate from the strategic planning process. The Malcolm Baldrige National Quality Award (MBNQA) responded, by changing SQP to strategic planning.

Quality control

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Customer satisfaction at a software support call center: How to boost customer satisfaction ratings using simple solutions

Article Abstract:

A method to improve customer satisfaction statistics at a software support call center is described.

Management, Customer relations

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Managing customer value: A framework allows organizations to achieve and sustain competitive advantage

Article Abstract:

Ways to manage customer value are examined.

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