Creating a Customer-Centered Culture: Leadership in Quality, Innovation, and Speed
Author: Robin L. Lawton
List Price: $30.00
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ISBN: 0873891511
Publisher: American Society for Quality (September, 1993)
Sales Rank: 189,167
Average Customer Rating: 5 out of 5
Customer Reviews
Rating: 5 out of 5
Creating A Customer-Centered Culture
This is a great book with a proven model and practical approaches to creating positive change based on customer-driven expectations. Robin Lawton presents a unique approach to looking at customers categorized by the way the customer interacts with your product. The approaches Robin Lawton presents can be used in both the private and public sectors. In the public sector, we are using the model to look at our customers in a different way; to identify which customers to focus on, and to identify and use customer expectations to build successful performance management tools. We have found Rob's methodology not only very useful, but also a model that the whole organization can identify with. By using it, we have become more outcome-focused and customer-centered. In August 1998 the California Council for Quality and Service recognized our department for "best practices" for mastering customer focus in the public sector. This book is a must read for those companies looking for positive change.
Rating: 5 out of 5
Robin Lawton is the missing link to Deming's Quality Story!
While Deming concentrated his thinking mostly around re-engineering the processes we use to deliver our products, Lawton starts us out at the beginning of the product story: What are our customer's needs and what outcomes do we want to achieve. He teaches just the right questions to ask in order for us to gain the understanding, if we are even delivering the right product to meet the needs of our customers! His teachings resulted in our ability to develop just the right strategies to set us up for tremendous success in our business. His business insights are not confined to "for profit" companies. Recently, I used his principles to develop a Christian Education Plan for our Church...and guess what? Participation in adult classes doubled within 3 months! Nobody can afford NOT to read his books and attend his workshops.
Rating: 5 out of 5
Critical Gap Has Been Bridged!
Robin Lawton has shared with us a missing link! There are books that discuss how to fix problems, books about the "balanced scorecard", and books about meeting customer expectations. However, none of them seemed able to address a critical question: what objective measure will enable us to track our level of success? By answering that question, this book enahnces the value of all other volumes on six sigma, management, and problem solving. Lawton does so by guidng the reader through a straightforward process. By all means, read the other books - but only after you read this one first! Similar Products
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Book Index