Most organizations collect information about their customers, but few know which data to rely on and how to use it. Best-practice organizations handle customer information differently from the average organization.

Although the cost to offshore manufacturing may seem low, Harry Moser, chairman emeritus at GF AgieCharmilles, describes other potential consequences of offshoring that can undermine Lean initiatives, decrease ...

This article shares some of the ways best-practice organizations (Harland Clarke and Tata Consultancy Services) not only collect customer feedback, but use it to improve processes and develop mutually beneficial ...

Chris Gardner, director of performance improvement at APQC, describes how quality can be measured and how customer requirements should be incorporated into management decisions.

Chris Gardner, director of performance improvement at APQC, explains why organizations should base measures of quality on what customers value.

APQC's perspective on best practices related to formally measuring customer satisfaction, featuring case examples from Texas Instruments, NASA.

APQC's perspective on best practices in Training Employees for Customer Satisfaction, featuring case examples from Harrah's Entertainment and Lands' End.

APQC's perspective on best practices in Measuring End-User Satisfaction, featuring case examples from Eastman Kodak and Medrad.

APQC's perspective on best practices in Satisfied Employees Creating Satisfied Customers, featuring case examples from Taco Bell, Lands' End, Cisco Systems, Harrah's Entertainment, and Canadian Imperial Bank of ...

As global competition and customer demands intensify, the service delivered after the initial sale of a product is now what truly differentiates competitors from one another in today's increasingly service-driven ...