Description

Book Synopsis
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.

Table of Contents
An Introduction to Customer Responsiveness.

The Evolving Economic Focus: From Conquest to Relationship.

Why Should Organizations Be Responsive?.

Customer Responsiveness is Activity Based.

The Customer-Responsive Model.

Examples of Customer-Responsive Organizations.

The Customer Relationship Management Task.

Delivery Coordination Management Task.

Customer-Responsive Demand Economics.

Customer-Responsive Cost Economics.

Customer-Responsive Pricing.

The Customer-Responsive Organization.

Customer-Responsive Information Infrastructure.

Responsive Relationships.

The Evolving Business Focus: Production to Customer Responsiveness.

Index.

Customer Responsive Management: The Flexible

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    A Paperback / softback by Frank Davis, Jr., Karl Manrodt

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      View other formats and editions of Customer Responsive Management: The Flexible by Frank Davis, Jr.

      Publisher: John Wiley & Sons Inc
      Publication Date: Publication Date: 31/10/1996
      ISBN13: 9781557865052, 978-1557865052
      ISBN10: 1557865051

      Description

      Book Synopsis
      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.

      Table of Contents
      An Introduction to Customer Responsiveness.

      The Evolving Economic Focus: From Conquest to Relationship.

      Why Should Organizations Be Responsive?.

      Customer Responsiveness is Activity Based.

      The Customer-Responsive Model.

      Examples of Customer-Responsive Organizations.

      The Customer Relationship Management Task.

      Delivery Coordination Management Task.

      Customer-Responsive Demand Economics.

      Customer-Responsive Cost Economics.

      Customer-Responsive Pricing.

      The Customer-Responsive Organization.

      Customer-Responsive Information Infrastructure.

      Responsive Relationships.

      The Evolving Business Focus: Production to Customer Responsiveness.

      Index.

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