Measure Up!

For many companies improvement in the areas of customer satisfaction, flexibility and productivity will be a matter of survival in the 1990s. This book shows managers how to measure what is important to their customers, motivate their organizations to improve continually against customer expectations, identify and eliminate waste, both of time and of resources, and accelerate organizational learning and build consensus for change. The book uses discussion with managers from a broad spectrum of industries across Europe and the US. The book offers alternative systems, with practical worksheets and tools, which can be adapted to suit any organization.