Many U. S. businesses face slower economic growth, increased foreign competition, and customers who are increasingly sensitive to price. As a result, a brilliant strategy is no longer enough to guarantee marketing success. Rather, U.S. corporations are increasingly focusing on developing an...

By coupling information technology to a sophisticated statistical system for measuring service quality, companies can discover precisely where their performance needs improvement.

This model integrates proven management tools such as Total Quality Management, benchmarking, customer‐satisfaction measurement, and cross‐functional team building into an innovative process reengineering program.