01181cam a2200205Ia 4500 0 0 0 GIMPA kcl GEN 2007-06-15 Purchase 0 HF 5415.5 LAN 49502 2021-08-05 2021-08-05 BK 600 600 1560524855 817649657X HF 5415.5 LAN Langevin, Roger G. Customer focus : a strategy for success / New Delhi: VIVA Books Private Limited, c2004. x, 99 pages : Illustrations ; Crisp Management Library ; Includes appendix. I. Customer Focus -- II. Quality Systems -- III. Market Research -- IV. Process Management -- V. Quality Improvement -- VI. Performance Measurement. "As strategic concepts, customer driven quality and service have moved to the top of the list for most managers. A day does not go by without some reminder of how important these factors have become. The tools that this book uses to examine and develop these topics are both familiar and critical. Market research, quality systems and performance measures are an essential part of a sound strategy to deliver the best that can be achieved for any customer."--BOOK JACKET. Customer services - management. Total quality management. BK