Creating a Customer-Centered Cul-ture: Leadership in Quality, Innova-tion, and Speed

Many organizations have found it difficult to transfer the methods and technologies developed for manufacturing quality and apply them to knowledge and service work. This how-to guide makes it easier! Lawton challenges the traditional thinking about quality and service and provides approaches for integrating the two into a plan that works. Covers successfully applying formal quality management methods--from Taguchi, Deming, and others--to the service enterprise.