a strategy for success Langevin, Roger G. creator text New Delhi VIVA Books Private Limited c2004 monographic x, 99 pages : Illustrations ; "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. I. Customer Focus -- II. Quality Systems -- III. Market Research -- IV. Process Management -- V. Quality Improvement -- VI. Performance Measurement. Includes appendix. Customer services - management Total quality management HF 5415.5 LAN 1560524855 817649657X