Reliability Simplified examines the most frequently overlooked step in the search for total customer satisfaction: reliability. Through graphics-rich text and a multimedia CD-ROM insert, Harrington provides a framework for understanding the methodologies that result in improved reliability. The CD-ROM offer exercises, case studies, and an ABC Flowcharter equivalent that compliment the text and create a total framework for going beyond quality to keeping customers delighted. More than just a book, this product is a complete communication system with audio/visual reinforcement.
Detalhes do Produto
Subtítulo: GOING BEYOND QUALITY TO KEEP CUSTOMERS FOR LIFE