Customer-Driven Quality

Abstract
The customer is the driving force behind the quality movement around the world. At one time quality and customer satisfaction seemed to be light years apart, but over the years, quality has turned those trends around allowing real customer satisfaction to occur. By adding quality to the manufacturing process the goal, customer satisfaction, is obtainable. Customer satisfaction is the reason companies are in business and profits are made when satisfied customers return and bring their friends with them. This paper will look at four (4) separate industries and compare the value…