What are America's leading companies doing to excel in quality? Jay Spechler provides the answer through case studies of how over 30 leading companies-including Xerox, Federal Express, Whirlpool, Marriott, New York Life, 3M, Knight-Ridder, and Kmart-have put quality management into practice in their organizations.Kahn brought to that endeavor a vision of consistent, world-class customer service and value, achieved through long-term investment in our customers, ... Kahn had very definite ideas on how the ideal credit-card company would operate.
|Title||:||Managing Quality in America's Most Admired Companies|
|Author||:||Jay W. Spechler|
|Publisher||:||Berrett-Koehler Publishers - 1993|