Why customer focus strategies often fail.
The author details nine pitfalls that sabotage efforts to execute a quality improvement strategy and insists that management must take a more active role in promoting the importance of customer-focused quality.
Whiteley
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D003132:Commerce / Q000458:organization & administration*; D003258:Consumer Behavior; D004496:Education, Continuing; D007318:Inservice Training; D007857:Leadership; D009937:Organizational Objectives; D011786:Quality Control; D014481:United States