Acknowledgement -- Introduction -- Customer experience -- Customer experience lifecycle -- Quality management system -- QMS and CX interlock -- Optimization of CX -- Transformation of your existing QMS into CX centric model -- Appendix -- Appendix I: Case study: intelligent design -- All...

"Covers the key aspects that quality professionals must know to attain mastery in their field. After reading this book, readers will not only gain an understanding of the key quality improvement concepts, but will gain the practical insight required to implement them correctly. Presenting...

Provides the foundation and tools that are essential for an enterprise to bring Operational Excellence into their organizational culture; gain maximum results, benefits and value Strategies for and implementing details for enterprises at all levels of maturity from those with programs in place to...

"An important step that is often missed in an improvement plan is communicating why Continuous Improvement methodologies are being used and how to sustain the improvements. This book shows how to be an effective change agent using tools that make sense while being competitive in the business...