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| Tekijä: | |
| Otsikko: | Pushing to improve quality (!Milliken) (!Xerox Corporation) |
| Lehti: | Research Management
1990 : MAY-JUN, VOL. 33:3, p. 19-22 |
| Asiasana: | QUALITY CUSTOMERS CONSUMER SATISFACTION COMPANY PERFORMANCE |
| Kieli: | eng |
| Tiivistelmä: | A key element of Milliken's approach to quality is customer responsiveness - providing what its customers need when they need it. The pursuit of excellence is an evolving process that yields new ideas for enhancing quality, increasing customer satisfaction, and improving business performance. Xerox launched an ambitious quality improvement program to arrest its decline in the world market. Xerox attributes the turnaround to its strategy of "Leadership Through Quality". The company defines quality through the eyes of the customer. The company uses information from customers to develop concrete business plans with measurable targets for achieving quality improvements necessary to meet customers needs. |
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