April 2011
Intermediate to advanced
225 pages
6h 12m
English
Content preview from Your Customers' Perception of Quality
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38 • Your Customers' Perception of Quality
1. Track down the root causes of customer complaints or pain points,
and have a process that sets a business priority to eliminate these
root causes. is is a strategic approach that requires both foresight
and tenacity. Simply satisfying customers who complain by solving
their complaints in an adrenaline-driven, reghting mode is short-
sighted and tactical.
2. Reallocate resources from the tactical to the strategic level. is can
have up to a 20-fold eect on the bottom line. In other words, the
revenue implications of improved service can be up to 20 times the
cost implications. To determine the economic feasibility of eliminat-
ing the root cause of a problem, it is important to look at t
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
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.