Customer Inspired Quality: Looking Backward Through the Telescope (Warren Bennis Executive Briefing Series)

Rating:
Summary: A great first look at what it means to be "Cutomer Focused"
Review: "Process improvement is the only known way to make real, long lasting changes in an organization that will increase its chances of survival and prosperity," writes Jim Shaw, consultant and examiner for the Malcolm Baldridge Quality Award. This book discusses the importance of looking at your business through the eyes of your customer, and sets out a series of steps for doing so.

With simple explanations, and well structured chapters, this book is a quick read (1-2 hours), but is elementary for anyone already involved in six sigma (or any other customer focused improvement effort.) If being "customer inspired" is something that you aspire to, but aren't entirely sure how to do it, this book gives an invaluable perspective.