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HBOK 1-503

Title The Right Move
Author(s) Paulo F.P. Barcellos and Antony P. Mueller
Source Quality Progress
Topic Performance Measurement
Abstract The inability to accurately measure customer satisfaction adversely affects the ability of companies to link quality improvement to profitability. To survive and grow, a company must also be able to determine the return of investment in their quality initiatives. This means developing quality programs by identifying critical quality dimensions as indicated by the marketplace. Firms can then concentrate limited resources on sectors most valued by their customers. Management’s efforts should be focused on long-term objectives, relying on customer satisfaction as the key driver for increasing the net value of the company’s customer base.
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