Measure What Matters to Customers

Measure What Matters to Customers

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The rating of a department is gained by dividing the number of parts produced by the number of hands working. The foreman ... (ibid: 98a€”99). Consider this example ofpaying attention to processes that add value for the customer, from Masao Inoue, chief engineer, Product Planning Division, Toyota Motor Corporation, discussing the new hybrid car, the Prius: With the Prius we talk about quietness. ... I think these things are very important (quoted in Roberts, 2005: 118). The feel of a caranbsp;...

Title:Measure What Matters to Customers
Author:Ronald J. Baker
Publisher:John Wiley & Sons - 2007-01-29


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