Books in the Total Quality Management series

Based on customer responses to corporate change in the quality era, Perspectives in Total Quality offers readers contemporary analysis of how firms should act. The collection consists of 14 original chapters written by leading academics and practitioners in the field.

* Integrates customer value and satisfaction into a comprehensive systematic measurement process called customer value determination. * Discusses predictions of future changes in customer value and satisfaction. * Explores actual company experiences which illustrate measurement techniques.