Richard C. Whiteley argues that the final customers who ultimately accept or reject your products or services do not determine quality. Instead, customers all along the value chain determine what quality is.
>b>In this video-based training program, Whiteley shows viewers:
- How to identify areas needing improvement
- Opportunities to maximize performance by minimizing waste
- ueprint for instituting customer driven quality as an organization-wide operating strategy
Using case study examples and interviews with top management, line personnel and customers of successful companies, Whitely demonstrates how to build the internal commitment that is crucial to a successful quality program. He also shows that the ability to hear the voice of the customer is the first step toward change and growth. Featured corporate exemplars include: Saturn Corporation, Pepsi Cola, British Airways, MBNA America, and David Weekly Homes.
A 60-minute "Short Cut" version is available. Co-produced with Nathan/Tyler.
Includes Senior Manager's Guide, Participant's Manual and Facilitator's Handbook.
