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HBOK 1-565

Title How to Collect and Integrate Customer Feedback for Continuous Process Improvement
Author(s)  
Source APQC
Topic Listening to Customers

Performance Measurement

Performance Improvement

Abstract This article shares some of the ways best-practice organizations (Harland Clarke and Tata Consultancy Services) not only collect customer feedback, but also use it to improve processes and develop mutually-beneficial relationships with customers. Integration of customer feedback to inform business strategy is crucial.
Access Restrictions ASQ members only
Link for .PDF http://asq.org/2010/04/apqc/how-to-collect-and-integrate-customer-feedback-for-continuous-process-improvement.pdf
Link for HTML None
Reference Code 1-565

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