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HBOK 1-599

Title Using Customer Feedback to Guide Process Improvement
Author(s) Lauren Trees
Source APQC
Topic Strategic Planning Process

Listening to Customers

Performance Improvement

Abstract What do customers really want? This case study explains how APQC’s custom benchmarking team helped a leading manufacturer understand how it creates value for customers and assess performance in areas that customers care about most.
Access Restrictions ASQ members only
Link for .PDF http://asq.org/2009/04/customer-satisfaction-and-value/customer-feedback-to-guide-process-improvement.pdf
Link for HTML None
Reference Code 1-599

 

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