درک مشتریان شما از کیفیت: چه معنایی برای سود نهایی شما دارد و چگونه آن را کنترل کنیم ۲۰۱۱
Your Customers’ Perception of Quality: What It Means to Your Bottom Line and How to Control It 2011

1. Front Cover

2. Contents

3. Introduction

4. Chapter 1: The Neglected Frontier of Quality in Today’s Qualitysphere

5. Chapter 2: Why Customers’ Perception of Quality Is So Important

6. Chapter 3: Demonstrating the Return on Investment in Customer Perception of Quality

7. Chapter 4: Garnering Support and Gaining Endorsement

8. Chapter 5: A Framework to Derive the Right Investments

9. Chapter 6: Managing a Journey of Continuous Improvement

10. Chapter 7: Metrics That Prove the Worth of the Initiatives

11. Chapter 8: Delivering a Capability to Sustain Customers’ Perception of Quality Function

12. Chapter 9: Common Hurdles That Plague Customers’ Perception of Quality Initiatives

13. Conclusion: Letter to a New Champion of Customers’ Perception of Quality

14. Appendix A: Sample Questions

15. Appendix B: Multivoting Exercise

16. Appendix C: Iterative Nature of the Process

17. Bibliography

18. About the Authors

19. Back Cover