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Source: C. Carl Pegels, Total Quality Management (Danvers, MA: Boyd & Fraser, 1995).

Source: C. Carl Pegels, Total Quality Management (Danvers, MA: Boyd & Fraser, 1995).

• Develop and train customer staff to be entrepreneurial and innovative in order to find ways to improve customer service.

• Implement improvements so that the organization can qualify as an ISO 9000 supplier.

There also exist secondary strategies that, over the long run, focus on operations and profitability. Typical secondary strategies are shown below, and Table 20-10 identifies the secondary improvement strategies by listed companies.

Secondary strategies:

• Maintain continuous contact with customers; understand and anticipate their needs.

• Develop loyal customers by not only pleasing them but by exceeding their expectations.

• Work closely with suppliers to improve their product/service quality and productivity.

• Utilize information and communication technology to improve customer service.

Project Management Made Easy

Project Management Made Easy

What you need to know about… Project Management Made Easy! Project management consists of more than just a large building project and can encompass small projects as well. No matter what the size of your project, you need to have some sort of project management. How you manage your project has everything to do with its outcome.

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