Customer Inspired Quality: Looking Backward Through the Telescope (Warren Bennis Executive Briefing Series) [Hardcover]

Product Details

• Hardcover
• Publisher: Pfeiffer & Company
• Language: English
• ISBN-10: 0893842788
• ISBN-13: 978-0893842789
• Product Dimensions: 10.2 x 7.2 x 0.8 inches
• Shipping Weight: 1.2 pounds
• Average Customer Review: 4.5 out of 5 stars  See all reviews (2 customer reviews)
• Amazon Best Sellers Rank: #4,670,877 in Books (See Top 100 in Books)

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Customer Reviews

Most Helpful Customer Reviews

2 of 3 people found the following review helpful:

4.0 out of 5 stars A great first look at what it means to be "Cutomer Focused", July 25, 2002

By A Customer

This review is from: Customer-Inspired Quality: Looking Backward Through the Telescope (Warren Bennis Executive Briefing Series) (Hardcover)

"Process improvement is the only known way to make real, long lasting changes in an organization that will increase its chances of survival and prosperity," writes Jim Shaw, consultant and examiner for the Malcolm Baldridge Quality Award. This book discusses the importance of looking at your business through the eyes of your customer, and sets out a series of steps for doing so.

With simple explanations, and well structured chapters, this book is a quick read (1-2 hours), but is elementary for anyone already involved in six sigma (or any other customer focused improvement effort.) If being "customer inspired" is something that you aspire to, but aren't entirely sure how to do it, this book gives an invaluable perspective.

5.0 out of 5 stars I wish I was the author of this text, May 28, 2009

By 

James G. Shaw (Southern California) - See all my reviews
(REAL NAME)   

This review is from: Customer-Inspired Quality: Looking Backward Through the Telescope (Warren Bennis Executive Briefing Series) (Hardcover)

While I share the same name as the true author I am not the author of this excellent book that gives clear focus on the importance of not ever overlooking the purpose of a successful business: A Quality Satisfaction Accomplishment for the Customer/Client. Worth adding to your reference library if you want to stay focused on Customer Satisfaction.