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Publisher's Summary

The new business management model begins with customer focus and ends with customer satisfaction. Companies intent on tracking their customers changing requirements and improving their services are encouraging their employees to interact with customers on a frequent basis. In an effort to learn more about what customers want, they have demonstrated that strengthening relationships with customers is critical to sustained growth and profitability. Total Quality Management - Customers and Products explores how customer requirements and satisfaction dictate a company's direction and actions. If you want to know how today's most successful companies are getting the most from their quality initiatives, listen to Total Quality Management. It lays out the best practices for you to put to work today.
©1997 Michael George; (P)2009 Phoenix

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Very informative

Great content and easy listening. This us definitely going to be one of those books that I'll be listening to over and over again.

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A bit dated and long winded but good foundation

This book is a bit outdated deals with 1990s business management but it is a good start from this and for someone looking to going to quality management