ABSTRACT

At this point, extensive work has been done to evaluate and understand your customers’ perception of the quality of your products and services. Root cause analysis has been performed, decisions have been made, and projects initiated to improve those perceptions. Unfortunately, this is not a one-time event; customers are continually evaluating the quality of your company’s products and services, and, as has been demonstrated, o¥en those evaluations have nothing to do with the actual quality you o«er.