... to ten. In our data set, the average scores given to items in the completer‐finisher scale, for example, ranged from 1.8 to 2.4 and at least 98 per cent of responses were scored in the range 1‐5 for the seven items. Table I shows summary statistics for the first item in each of the nine scales...

..., the role of the steering committee, the importance of statistics and the role of customers and suppliers. The model emphasises the importance of process as a key determinant of results. © MCB UP Limited 1990 Customers Management philosophy Organizations Statistics Strategic planning...