Customer Responsive Management: The Flexible Advantage
This book illustrates TQM concepts as they apply to service organizations where a product may or may not be involved. It addresses nine key management areas including cultivating relationships with customers and capacity management.
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This book illustrates TQM concepts as they apply to service organizations where a product may or may not be involved. It addresses nine key management areas including cultivating relationships with customers and capacity management.
1An Introduction to Customer Responsiveness12The Evolving Economic Focus: From Conquest to Relationship273Why Should Organization be Responsive?514Customer Responsiveness is Activity Based635The Customer-Responsive Model936Examples of Customer-Responsive Organizations1177The Customer Relationship Management Task1438Delivery Coordination Management Task1699Customer-Responsive Demand Economics19510Customer-Responsive Cost Economics21711Customer-Responsive Pricing24112The Customer-Responsive Organization26313Customer-Responsive Information Infrastructure28914Responsive Relationships32715The Evolving Business Focus: Production to Customer Responsiveness367Index409
