Creating a Customer-Centered Culture: Leadership in Quality, Innovation, and Speed

Lawton, Robin L.

ISBN 10: 0873891511 / ISBN 13: 9780873891516

Published by Asq Pr, 1993

About this Item

In shrink wrap. Looks like an interesting title!

Seller Inventory # Q-0873891511

Bibliographic Details

• Title: Creating a Customer-Centered Culture: Leadership in Quality, Innovation, and Speed
• Publisher: Asq Pr
• Publication Date: 1993
• Language: English
• ISBN 10: 0873891511
• ISBN 13: 9780873891516
• Binding: hardcover
• Condition: New
• Weight: 26 ounces

About this title

Synopsis

Many organizations have found it difficult to transfer the Voice of the Customer methods and technologies developed for manufacturing quality and apply them to knowledge and service work. This how-to guide makes it easier! Lawton challenges the traditional thinking about quality and service and provides approaches for integrating the two into a plan that works. Covers successfully applying formal quality management methods--from Taguchi, Deming, and others--to the service enterprise.

About the Author

Mr. Robin Lawton is President of International Management Technologies, Inc., (IMT). His  consulting firm provides state-of-the-art strategies, systems and training to enable leadership in Voice of the Customer, quality, innovation, customer satisfaction and time-based competition. His special interest areas include cultural transformation and the application of leading edge technologies such as Quality Function Deployment to knowledge and service work. Rob has lived and traveled extensively outside the U.S. He has worked with managers based in the U.S., Canada, Europe, Latin America, Asia and Australia.

Rob is repeatedly rated "best speaker" for his keynotes, conference presentations and in-depth workshops.  He uses an interactive, humorous and entertaining style to create truly new insights into excellence, innovation and the mind of your customers.  His passion for his topics is contagious.

The Missouri Department of Revenue, Lawrence Livermore National Laboratory and U.S. Coast Guard are winners of their state Baldrige-based awards as a direct result of applying his unique principles and tools.  IMT's clients include winners of the Malcolm Baldrige Quality Award such as Motorola and AT&T, Taguchi Award winner ITT Defense, as well as Ford Motor Company, American Express, 3M, Caterpillar, American Honda, Mayo Clinic, Northwest Airlines, Blue Cross & Blue Shield, Target Stores, Group Health Cooperative, Siemens, Dartmouth-Hitchcock Medical Center, numerous government agencies and smaller firms.