Why Customer Focus Strategies Often Fail
Richard C. Whiteley
(Vice‐Chairman of The Forum Corporation, an international consulting, training, and research firm based in Boston)
409
Abstract
The author details nine pitfalls that sabotage efforts to execute a quality improvement strategy and insists that management must take a more active role in promoting the importance of customer‐focused quality.
Citation
Whiteley, R.C. (1991), "Why Customer Focus Strategies Often Fail", Journal of Business Strategy, Vol. 12 No. 5, pp. 34-37. https://doi.org/10.1108/eb039441
Publisher
:MCB UP Ltd
Copyright © 1991, MCB UP Limited