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Customer-driven operations : aligning quality tools and business processes for customer excellence /

By: Ahoy, Christopher K
Material type: BookPublisher: New York : McGraw-Hill, c2009.Description: xiv, 272 p. : ill ; 24 cm.ISBN: 9780071608312 (hbk.); 0071608311 (hbk.)Other title: Customer-driven operations management [Spine title].Subject(s): Industrial management | Production management | Business logistics | Customer relationsDDC classification: 658.5
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Spine title: Customer-driven operations management.

Includes bibliographical references (p. 257-261) and index.

Where does a world-class journey begin? -- Creating a world-class organization -- Where to start your journey -- Stages of change -- Levels of development -- Who is the customer? -- Customer focus -- Organization design -- Metrics -- Systems approach and filling in the gaps -- Quality tools -- Trends facing a world-class journey.

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