August 2013
Intermediate to advanced
408 pages
15h 53m
English
Content preview from Baldrige Award Winning Quality, 18th Edition
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16
BALDRIGE AWARD WINNING QUALITY
What’s New in Category 3: Customer and Market Focus?
This section remains mostly unchanged from the previous version: 3.1 is about market
research or collecting voice-of-the-customer data and measuring satisfaction, and 3.2
is about how you use these data to design better products/services and strengthen
relationships with customers. One minor change to 3.1a(1) is that the criteria now
ask about how you might use observation of customer behavior as an important
approach for determining their needs and priorities. Often what people tell you in
focus groups or surveys is very different than their behavior. For exa ...
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I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.