Skip to Main Content
Baldrige Award Winning Quality, 18th Edition
book

Baldrige Award Winning Quality, 18th Edition

by Mark Graham Brown
August 2013
Intermediate to advanced content levelIntermediate to advanced
408 pages
15h 53m
English
Productivity Press
Content preview from Baldrige Award Winning Quality, 18th Edition
158
BALDRIGE AWARD WINNING QUALITY
customer groups, you should also indicate the frequency of the action or feedback. A
simple table like this can serve as most of your answer to the rst two questions. If you
wanted to expand the table to also indicate when in the customer lifecycle the listening/
feedback approach is used, you can also cover the third question. In answering the third
question, you need to identify the major phases in the customer lifecycle. For example,
one company identied the following phases:
Suspect – potential customers that could have a relationship with the rm
Prospect – qualied leads that buy from a competitor ...
Become an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
and much more.
Start your free trial

You might also like

The Pocket Guide to the Baldrige Award Criteria (5-Pack), 17th Edition

The Pocket Guide to the Baldrige Award Criteria (5-Pack), 17th Edition

Mark Graham Brown, Jonathan Craig

Publisher Resources

ISBN: 9781439893821