Description
Quality is the basic customer decision factor for an explosively growing num- ber of products and services today-whether the buyer is a housewife, an industrial corporation, a government agency, a department store chain, or a military defense program.
Quality has become the single most important force leading to organiza- tional success and company growth in national and international markets. The return-on-investment from strong and effective quality programs is providing excellent profitability results in firms with effective quality strategies. This is demonstrated by substantial increases in market penetration, by major im- provements in total productivity, by much lower costs of quality, and by stronger competitive leadership. Success in the implementation of this business strategy varies widely, however, among the organizations of the world. More than at any time in memory, buyers perceive that the products of certain companies are significantly higher in quality than those of their competition and they buy accordingly.
ISBN:0070203539
