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Customer Responsive Management
The Flexible Advantage
Frank Davis, Jr. (Author), Karl Manrodt (Author)
9781557865052, Wiley
Paperback / softback, published 31 October 1996
286 pages
21.6 x 14 x 2.1 cm, 0.499 kg
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.
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.
Subject Areas: Business & management [KJ]
