Introduction

Consumers, by seeking quality and value, set the standards of acceptability for products and services by voting with their marketplace dollars

Ronald Reagan

Our social mission as a manufacturer is only realized when products reach, are used by, and satisfy the customer … We need to take the customer's skin temperature daily

Konosuke Matsushita

High quality means pleasing customers, not just protecting them from annoyances

David Garvin

This book needed to be written since there are still many burning issues associated with the application of benchmarking which remain to be addressed. The market is flooded with textbooks on the theory of benchmarking. Nearly all the texts written so far are similar in their approach. They tend to describe: ...

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