... a “customer orientation” in managers and staff and encourages managers to “engineer” their service processes by identifying the root causes of transactions which do not accord with the organisation’s intentions. © MCB UP Limited 1999 Customer satisfaction Process efficiency Service industries...

... to generating an understanding of how companies must be flexible and adapt to changing environments ‐ and especially customers’ changing expectations of product and service quality © MCB UP Limited 1997 Customer satisfaction Hierarchical control Obsolescence Process efficiency Technological...

... of your organization: © Company 1995 Leadership Process efficiency Strategic management TQM Quality and process improvement are recognized major strategic issues for those who want to compete successfully through the 1990s and on into the next millennium. All businesses have “givens...