Switched-On Quality breaks new ground in providing practical, hands-on assistance in dealing with one of the biggest challenges (and opportunities) of all: How to get more people to bring more of their discretionary effort to the task at hand—ensuring that customers will decide to choose your products and services rather than the other guys’.
The book’s premise is simple and straightforward: If what you’re after is employee buy-in, then you’ve got some intra-organizational selling and marketing to do. The book offers practical, proven, and readily applicable guidance on how to position quality (or TQM or Six Sigma) so that people will not only be well informed about the discipline, but also aligned and energized by the prospect of its application.
Inside you’ll find:
• Sometimes You Need a Second Camera
• Why Quality Is Such a Tough Sell Internally
• The Difference and Connection Between Quality and Value
• Value Is What Makes Customers Give Their Money to You Rather Than to theOther Guys
• Creating Value For—Make That Through—Your Internal Customers
• It Has Always—and Only—Been About Value
• The Locus of Buy-In
• If You Always Do What Youve Always Done
• Down With Next Big Thing-ism
• Gaining Energy Share: A Summary
Expert Advice
Named one of the New Quality Gurus by Quality Digest, John Guaspari has been one of the business world’s thought leaders for the past two decades on the topics of quality, customer value, and how to use the voice of the customer to energize organizational change efforts. He is the author of the bestselling I Know It When I See It.
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| Weight | 0.80 lbs |
| ISBN: | 0-9713231-2-7 |
| Pages: | 208 (softcover) |
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