Machine derived contents note: Preface Acknowledgments -- Part One: Making Quality A Strategic Weapon -- 1. The Four Steps to Customer Value Management -- 2. Moving "Customer Satisfaction" from a Slogan to a Science -- Part Two: Role Models: Companies That Delivered Market-Perceived Quality And Value -- 3. How Milliken & Co. Built a Competitive Powerhouse -- 4. "Customer Value Added" at AT&T: A Competitive Strategy Milestone -- 5. Communicating the Complex Truth About Cholesterol -- 6. How to Achieve Quality Service -- Part Three: Managing Some Big Issues With Customer Value Management -- 7. Creating Power Brands -- 8. Assessing Competing Technologies and Nurturing a Long-Term Winner -- Part Four: The Tools And Metrics Of Customer Value Analysis -- 9. The Seven Tools of Customer Value Analysis -- 10. Putting the Power of a Whole Organization in a Single Room: The War-Room Wall and Strategic Navigation -- 11. Aligning Your Quality Initiatives with the Goal of True Customer Value Management -- Part Five: The Payoff From Providing Superior Quality And Value -- 12. Here's the Proof: Superior Quality Drives the Bottom Line and Shareholder Value -- 13. Learning from the Malcolm Baldrige National Quality Award -- 14. Comprehensive Alignment: Key to True Competitiveness -- Epilogue -- Appendix A Malcolm Baldrige National Quality Award: -- 1994 Award Examination Criteria and Guidelines -- Appendix B Why Do Patients Demand a Large Drop in Total Cholesterol? -- Appendix C Building Our Store of Case Examples and Empirical Evidence -- Appendix D Questionnaire to Aid Benchmarking -- Notes -- Index
Notes
Appendix A entitled: Malcolm Baldrige National Quality Award
Bibliography
Includes bibliographical references (pages 407-416) and indexes
