CHAPTER 4
Customer-Focused Organizations
The importance of the quality function within the organization has been evolving along with that of the customer. Figure 4.1 illustrates the evolution of the quality function’s role since the mid-1970s.
FIGURE 4.1 Evolving views of quality’s role in the company (Kotler, 1991 by permission).
Edosomwan (1993) defines a customer- and market-driven enterprise as one that is committed to providing excellent ...
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