Books
Creating Customer Value: The Path to
Customer Satisfaction,
1995, Thomson Executive Press.
isbn: 0-538-83847-7 |
Creating Customer Value was selected by Barnes
and Noble (the largest book retailer in the United States) as one
of the top twelve business books of 1994. Firms such as AT&T,
Motorola, and General Motors have purchased large quantities of this
publication. It has been translated into Spanish, Portuguese, Chinese,
Japanese, and Korean languages. |
|
Customer Satisfaction Measurement and
Management: Using the Voice of the Customer to Drive Continuous
Improvement, 1995, Quality Press
isbn: 0-87389-427-8 |
| Customer Satisfaction Measurement and Management provides the most
comprehensive discussion available of how to design, implement, and
use a customer satisfaction measurement program. It features innovative
practices of over fifty U.S. and foreign firms. |
|
 Customer Centered Six Sigma: Linking Customers, Process Improvement, and
Financial Results
isbn: 0-87389-490-1
Preview the Table of Contents (.PDF)
Download Adobe
Acrobat Reader |
Dr. Naumann's most recent, ground-breaking new
book is titled Customer Centered Six Sigma: Linking Customers, Process
Improvement, and Financial Results, published by ASQ Quality Press
in 2001. This book shows clearly how customers can drive a firm's
Six Sigma quality improvement efforts. This book defines and illustrates
the entire process so that the ideas may be implemented into any
organization. |
Quality Press: (800) 248-1946 http://www.asq.org
|
