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Quality from Customer Needs to Customer Satisfaction | 4:e upplagan
- Kartonnage, Engelska, 2022
- Författare: Bo Bergman, Bengt Klefsjö, Ingela Bäckström, Rickard Garvare
- Betyg:
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Beskrivning
A new business landscape has emerged: digital developments are accelerating, offers are created by integrating goods and services, sustainability is increasingly recognized as a vital quality dimension, and global competition has intensified. In this context, an approach to quality management with a strong focus on customer needs and expectations, and based on improvement and innovation is more important than ever.
Following a discussion on quality and quality management, the book elaborates on business development, how to co-create value with customers and employees, and how to organize improvement work, including developing products and processes. The entire chain from identifying customer needs to measuring customer satisfaction and feedback is addressed. The last part of the book discusses developing society and the role of quality management for sustainability and the future of society.
Through its holistic view on quality, previous editions of this book have served as an appreciated textbook at many universities and colleges. Many companies and public organizations have used it for their development work. In this extensively revised edition, results from current research and new practical applications have been incorporated. In addition, new concepts, methodologies, and tools are explained based on the authors’ systems concept of Total Quality Management.
Following a discussion on quality and quality management, the book elaborates on business development, how to co-create value with customers and employees, and how to organize improvement work, including developing products and processes. The entire chain from identifying customer needs to measuring customer satisfaction and feedback is addressed. The last part of the book discusses developing society and the role of quality management for sustainability and the future of society.
Through its holistic view on quality, previous editions of this book have served as an appreciated textbook at many universities and colleges. Many companies and public organizations have used it for their development work. In this extensively revised edition, results from current research and new practical applications have been incorporated. In addition, new concepts, methodologies, and tools are explained based on the authors’ systems concept of Total Quality Management.
Om denna bok
Quality from Customer Needs to Customer Satisfaction av Bo Bergman, Bengt Klefsjö, Ingela Bäckström och Rickard Garvare är en Kartonnage bok med 720 sidor på Engelska. Detta är den 4:e upplagan som utgavs 2022 av Studentlitteratur.
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Används vid svenska universitet
Denna kurslitteratur används aktivt i 10 universitetskurser vid lärosäten runt om i Sverige, inklusive:
- Uppsala universitet: 1TG238 , 1TG285 , 1TG288 , 1TG286 , 1TS336
- Linnéuniversitetet: 2FE097 , 2FE084 , 2FE212
- Karlstads universitet: MSAD19 , MSAD21
Boken är särskilt populär inom Naturvetenskap & teknik-programmen.
Produktinformation
Kategori:
Naturvetenskap & teknik
Bandtyp:
Kartonnage
Språk:
Engelska
ISBN:
9789144140261
Upplaga:
4
Utgiven:
2022-09-20
Förlag:
Studentlitteratur
Sidantal:
720