 |
Customer-Driven Quality
Richard C. Whiteley argues that the final customers who ultimately
accept or reject your products or services do not determine quality.
Instead, customers all along the value chain determine what quality
is. In this video-based training program, Whiteley shows viewers:
Topics
- How to identify areas needing improvement
- Opportunities to maximize performance by minimizing waste
- A blueprint for instituting customer driven quality as an
organization-wide operating strategy
Using case study examples and interviews with top management,
line personnel and customers of successful companies, Whitely
demonstrates how to build the internal commitment that is crucial
to a successful quality program. He also shows that the ability
to hear the voice of the customer is the first step toward change
and growth. Featured corporate exemplars include: Saturn Corporation,
Pepsi Cola, British Airways, MBNA America, and David Weekly Homes.
A 60-minute "Short Cut" version is available. Co-produced
with Nathan/Tyler.
What's Included:
1 DVD or Videotape
1 Senior Manager’s Guide
1 Participant’s manual
1 Facilitator’s Handbook
Format: DVD or VHS Video
Item #: Full Version 244, Shortcut 293
Price: $1,480.00 Full Version
(US) - $990.00 Short Cut Version (US)
Rental: $375.00 Full Version (US)- $375.00
Short Cut Version (US)
|