Quality & Service
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Quality & Service
Managing Product Returns for Competitive Advantage
Effective product returns strategies can result in increased revenues, lower costs and enhanced levels of customer service.
Quality & Service
What Quality Means Today
Leadership and management innovation must drive a comprehensive ethos of excellence.
Customers
Creating a Superior Customer-Relating Capability
Companies with the best connections to their customers focus on the people and businesses that buy from them.
Quality & Service
Using Choice Modeling in Service Management
A framework for gaining a clearer understanding of customer preferences.
Climate Change
Making Business Sense of Environmental Compliance
Companies lose money because they treat pollution control and plant operations as separate concerns. But it costs less in the long run to make plant managers true partners.
Quality & Service
What Does “Product Quality” Really Mean?
Do quality improvements lead to higher or lower profits?
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